Director, Customer Experience

AGC Biologics is a leading global Contract Development and Manufacturing Organization, with a deep commitment to improving life quality by bringing new biopharmaceuticals to market. Because of our dedication to building and empowering our internal teams, AGC Biologics is an innovative leader in the industry with an extensive network of cGMP facilities in the US, Europe and Asia. As such, we deliver a deep expertise, dynamic solutions and technologies, as well as customized services for the scale-up and cGMP manufacturing of protein-based therapeutics. We forge exceptionally strong partnerships with our clients, and we never lose sight of our pledge to deliver a reliable and compliant drug substance supply, Right, On time. For more information, visit www.agcbio.com.

JOB SUMMARY 

We are seeking a highly skilled and dedicated Director, Customer Experience to join our team. The Director, Customer Experience will be responsible for creating and leading the vision – and the path forward for execution – on our organizational journey toward top-tier Customer Experience.  

ESSENTIAL JOB DUTIES/RESPONSIBILITIES 

• Partner effectively with global leaders across the organization to effectively scope, define and execute against a program for transforming the Customer Experience for AGC Biologics customers to top-tier level. 
• As a key part of that effort, define the Customer Journey Map, identify key points of need and capability that should be built into the Customer Experience portfolio of initiatives – near-term, medium-term and long-term. 
• Define, develop and deploy the content of that Customer Experience portfolio in collaboration with a wide constituency of global stakeholders and leaders. 
• Develop and deploy a Customer Experience measurement/metrics strategy that covers the entire Customer Experience life cycle to help define and monitor the Voice of the Customer. 
• Champion a robust multi-year Organizational Change Management strategy and approach to embed Customer Experience thinking, toolkits and trainings to help drive a breakthrough in Customer Experience performance across the organization.  
• Work closely with site and global functional leadership to monitor the success of current methodologies, identify strengths and weaknesses, and chart a path for improvements and success as the portfolio of initiatives develops. 
• Enable robust ongoing review and activation of consistent top-tier Customer Experience practices, supported by documentation, training and other methods. 
• Define, develop and deliver a multi-year, multi-modality Customer Experience training program to be deployed to all relevant customer-facing team members (~200 team members). 
• Other duties as assigned. 

LEADERSHIP SKILLS 

• Excellent verbal communication, written communication, and interpersonal skills. 
• Must have a collaborative and team-oriented approach with a proven track record of building strong, strategic relationships  
• Excellent organizational and time management skills.
• Must demonstrate initiative, good business judgment, self-motivation, and ability to achieve results through others. 

QUALIFICATIONS  

Required: 

• Bachelor’s degree in business administration, life sciences or related field required. 
• 10+ years’ progressive experience in Project Management, business transformation, and/or strategy development and deployment. Capability to function in a matrixed environment with the team members and customers. 
• Executive presence and the talent to communicate efficiently at all levels. 

Preferred: 

• Advanced degree or in business administration, life sciences or related field preferred. 
• Knowledge or experience in biotechnology or biomanufacturing a strong plus. 

COMPENSATION RANGE:

$164,000 – $226,050

Fluctuations in the job market may necessitate adjustments to pay ranges. Final pay determinations will depend on various factors, including, but not limited to experience levels, knowledge, skills, and abilities.

Benefits available to Team Members include subsidized insurance for the Team Member and designated dependents (medical, vision, dental, life and disability), eligibility to participate in the AGC Biologics 401(k) plan (including a generous matching contribution from the company and immediate vesting), vacation, sick time, and parental leave.

Team Members are also eligible to receive a discretionary annual bonus commensurate to the level of the role. The payout is based on both the company’s performance and the Team Member’s performance.

AGC Biologics offers a highly competitive compensation package and a friendly, collaborative culture that values personal initiative and professional achievement. AGC Biologics is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.