Manager, Network Operations

Company overview :

TraceLinks software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance visibility and decision making. It reduces disruption to the supply of medicines to patients who need them anywhere in the world.

Founded in 2009 with the simple mission of protecting patients today Tracelink has 8 offices over 800 employees and more than 1300 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC and for having a great company culture by Comparably.

Overview

TraceLink is looking for a full-time employee to lead our Network Operations Team. We are looking for someone who has a strong balance of interpersonal and analytical skills and the ability to lead a team in prioritizing customer cases and deliverables including analysis of their partner master data compared to the TraceLink network. The Network Operations Team is ultimately responsible for accurately creating digital twins to the TraceLink Network that mirror the real-world operations of the companies primarily within the pharmaceutical medical device and nutraceuticals supply chains so that business partners can exchange business and compliance information and transactions.

Responsibilities

Manage the team to drive timely and accurate responses to cases

Utilize sprint methodology to manage the teams workload to provide timely and accurate completion of deliverables such as network analysis to customers and internal stakeholders

Communicate regularly with project teams and Network Success Managers so they are aware of the status of any cases or deliverables

Collaborate closely with Support and Network Success Managers to manage case queues as effectively as possible

Manage customer and internal escalations

Responding to communications (e.g. email Slack notifications etc.) in a timely manner

Skills & Competencies

Technology

A strong working knowledge of

Microsoft products (Office Outlook SharePoint)

Google products (Gmail Calendar Drive Docs Sheets Slides GrouSolution Services Hangouts Forms)

Salesforce

Collaboration tools (Slack etc.)

A foundational knowledge of SQL

Planning & Organization

Detail oriented and diligent in tracking all essential details of role - case metrics timely execution of deliverables customer satisfaction and demand / staffing.

Able to quickly and effectively analyze problems and come up with solutions.

Results driven in meeting goals commitments and deadlines.

Committed to continual learning and professional development.

Able to take ambiguous ideas and create solid processes to deliver initiatives and solutions

Communication

Strong communication skills with the ability to convey a clear vision in support of our objectives.

Excellent verbal and written communication skills

Solid listening skills in working with both employees and customers.

Able to adapt messages based on a wide array of audiences (e.g. employees customers Sales Engineering)

Leadership & Teamwork

Solid leadership skills - decisive and courageous doesnt shirk from tough decisions or conversations.

Able to effectively organize & delegate tasks and responsibilities - disciplined in follow up to ensure completion.

Able to organize build and motivate teams.

Effective collaborator with other departments and people.

Able to provide high impact performance feedback to employees.

Committed to continual learning and professional development of him / her self and their team.

Performs job with the highest level of integrity and honesty.

Able to work collaboratively as part of a team yet also work independently on complex problems.

A demonstrated understanding of when and how to be flexible and when and how to be firm.

Quality

Focused on the quality and accuracy of the information and data they personally produce particularly department status and results.

Continually measures / monitors the quality of work products and communications from their teams and holds them accountable for outputs.

Customer Service

Innovative - continually looking for better methods to get the job done in support of customer and department customer satisfaction goals.

Able to quickly and effectively analyze problems and come up with solutions.

Essential Qualifications

BS / BA degree or equivalent experience.

10 years of experience in customer-facing roles preferably within technology or consulting organizations.

Fluent in written and spoken English.

Highly self-motivated; able to work and thrive in a fast-paced environment.

Strong interpersonal facilitation and presentation skills.

Prior experience with a SaaS company.

Desirable Qualifications

SQL experience is a plus.

Technical experience with XML or EDI is a plus.

Life Sciences experience is a plus.

Supply Chain experience is a plus.

Additional language skills is a plus.

Please see the Tracelink Privacy Policyfor more information on how Tracelink processes your personal information during the recruitment process and if applicable based on your location how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data including any requests to exercise your legal rights referred to at the end of this notice please contact .

Required Experience :

Manager

Key Skills

Field Marketing,Marine Biology,Anesthesia,E-Commerce,Asic

Employment Type : Full Time

Experience : years

Vacancy : 1