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 team’s 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, doesn't 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.