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Manager, Global Customer Experience Center - Europe

Employer
Novavax
Location
Zurich, Switzerland
Salary
Competitive
Start date
29 Apr 2022
Closing date
29 May 2022

View more

Discipline
Marketing
Hours
Full Time
Contract Type
Permanent
Experience Level
Experienced (non-manager)

Job Details

If you find science, speed, and success exhilarating, you have come to the right place.

Novavax, Inc.(Nasdaq: NVAX) is a late-stage biotechnology company that promotes improved health globally by discovering, developing, and commercializing innovative vaccines to prevent serious infectious diseases. Novavax is uniquely qualified to address the enduring need for innovative vaccines. We utilize our proprietary recombinant technology platform, which combines genetic engineering's power and speed to efficiently produce highly immunogenic nanoparticles designed to address urgent global health needs. We have more than a decade of experience contending with some of the world's most devastating diseases, including COVID-19, seasonal influenza, RSV, Ebola, MERS, and SARS. Hard-won lessons and significant advances illustrate that our proven technology has tremendous potential to make a substantial contribution to public health worldwide.

The Manager, Global Customer Experience Center - Europe’s primary role will be to support Global Customer Experience Center operations outside the United States. This role will work closely with the Global Customer Experience Center (GCxC) team based in the HQ office in Gaithersburg, MD. This role is an individual contributor role, with a supervisor based in the United States.

Responsibilities include but are not limited to:
  • Support the development, implementation, and continued improvement of a KCS strategy across the Novavax Global Customer Experience Center (GCxC) and the organization outside the U.S. headquarters.
  • Supporting customer experience needs for Novavax facilities in Sweden and the Czech Republic.
  • Shepherd the Medical, Legal and regulatory (MLR) review and approval process for all content updates to the knowledgebase.
  • Collaborates with Contact Center experts to oversee workforce management and proper resource planning.
  • Support call listening, transcript review sessions and provide coaching/feedback to Contact Center.
  • Monitor customer satisfaction surveys to glean insights and drive improvements to contact center training and business optimization in collaboration with GCxC partners
  • Regular reporting on performance metrics and insights.
  • Role requires ~10% EU travel and ~10% international travel.

Minimum Requirements:
  • 5 years’ experience and knowledge of contact center, complaint handling and quality processes required.
  • Experience conducting business process reviews, recommending enhancements, implementing solutions, and delivering results in a fast-paced environment.
  • Effective written, oral communication and presentation skills necessary.
  • Above average application skills: Microsoft Office, Excel, PowerPoint, Project, CRM, LMS systems
  • Bilingual spoken and written proficiency
  • Prior experience in a life sciences, pharmaceutical, medical device, healthcare or other highly regulated industry in customer-facing roles strongly desired
  • Aptitude for project management and organization to ensure multiple projects are delivered on deadline

Every day our employees impact the future of health by preventing disease. To recognize their contributions, we offer them performance-based pay; a flexible, welcoming work environment; comprehensive and competitive benefits.

Novavax is headquartered in Gaithersburg, Maryland. Novavax is traded on the Nasdaq Stock Market under the symbol NVAX and is dedicated to developing novel vaccines to address infectious disease.

Novavax is an equal employment opportunity employer. Employment and advancement opportunities are available to all individuals regardless of their race, color, national origin, religion, ancestry, citizenship status, military or veteran status, sex, sexual orientation, gender identity or expression, age, marital status, family responsibilities, pregnancy, disability, genetic information, protective hairstyle, or any other protected characteristic.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Company

Find out more about working for our company

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Brief Company Description; 

We are a biotechnology company committed to help address serious infectious disease globally through the discovery, development, and delivery of innovative vaccines to patients around the world.

Our mission

We never rest in our quest to protect the health of people everywhere.

Novavax is here to make a difference. We’re a biotech company focused solely on developing life-saving vaccines to fight infectious diseases.

What sets us apart? Solid science tested by decades of research. Vaccines developed from trusted technology that are both safe and efficacious.

And a global network that will help ensure our vaccines reach everyone who needs them.

Company info
Website
Mini-site
Novavax
Location
21 Firstfield Rd
Gaithersburg
MD
20878
United States

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