Sr. Manager, End User Experience - Americas
ModernaTX, Inc.

Atlanta, Georgia

Posted in Science and Research


This job has expired.

Job Info


The Role:

Moderna is searching for a Sr Manager, End User Experience who will be responsible for End User Experience across the Americas. S/he will focus on delivering stellar end user experience with our e2e Digital solutions. The candidate will ensure that operations run as planned by achieving customer satisfaction and Service Level Agreement requirements, increasing productivity of users through problem resolution and continuous process improvements. S/he will collaborate with leadership to develop and maintain a successful, highly functioning, service minded team in support of Moderna's high growth. At Moderna, we work collaboratively as a team, boldly strive for excellence, are constantly curious and committed to ongoing learning and improvement and are relentless in our pursuit of the best talent in the industry.

This position will report to the Associate Director, Global End User Experience and will be in Moderna's Cambridge and/or Norwood, MA location.

Here's What You'll Do:

  • Ensure positive end user experience across digital platforms for the Americas
  • Ensure delivery of high-quality technical support while increasing customer satisfaction
  • Responsible for all aspects of installation, repair, maintenance, and troubleshooting of all Digital End User hardware
  • Provide regular and accurate management reporting on Digital Service performance metrics
  • Participate in internal service review meetings covering performance, service improvements, quality, and processes
  • Manage resource scheduling and back-up support of both internal and external End user Experience engineers
  • Contribute to training and development of the End User Experience Team and Service Center and provide support in resolving complex user problems
  • Monitor Digital Support queues to ensure tickets are resolved in a timely manner, escalations are addressed as applicable, root causes identified
  • Follow-up with customers regarding open issues and ensure delivery of stellar client service
  • Delegate daily workload and task assignment, so as to guarantee efficiency and quality service is provided to the end user
  • Continually research, evaluate and provide documented recommendations for new technologies and tools within the Information Technology field
  • Deal with all aspects of escalated problems, troubleshooting of complex hardware and software issues to both End User Experience Engineers and Help Desk team members.
  • Provide technical expertise and mentoring to both End User Experience Engineers and Help Desk team members
  • Assist with project work as required

Here's What You'll Bring to the Table:
  • Bachelor's Degree required, or the equivalent combination of education and work experience
  • 8 years of direct experience in Information Technology roles
  • End user support experience in Windows and Mac environments; experience with performing laptop/desktop builds, fixes, repair, software installs & upgrades
  • Ability to manage technical support staff of different skill levels
  • Experience with ITIL Framework
  • Excellent attention to detail, customer service skills, multi-tasking skills, ticket management skills, written and verbal communication skills
  • Working knowledge of gathering data, performing analysis and reporting
  • Proven ability to manage simultaneous and conflicting priorities in an effective manner
  • Customer oriented with ability to listen to and anticipate needs of the customer
  • Must be able to set and manage customer expectations
  • Ability to quickly learn new or unfamiliar technology and products
  • Strategic, but also pragmatic, detail-oriented with a willingness to be hands-on
  • Ability to work/split your time between our Norwood and Cambridge facilities as needed

Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:
  • Highly competitive and inclusive medical, dental and vision coverage options
  • Flexible Spending Accounts for medical expenses and dependent care expenses
  • Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities
  • Family care benefits, including subsidized back-up care options and on-demand tutoring
  • Free premium access to fitness, nutrition, and mindfulness classes
  • Exclusive preferred pricing on Peloton fitness equipment
  • Adoption and family-planning benefits
  • Dedicated care coordination support for our LGBTQ+ community
  • Generous paid time off, including:
    • Vacation, sick time and holidays
    • Volunteer time to participate within your community
    • Discretionary winter shut down
    • Paid sabbatical after 5 years; every 3 years thereafter
  • Generous Paid Leave offerings, including 18 weeks of 100% paid parental leave for all new parents
  • 401k match and Financial Planning tools
  • Moderna-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options
  • Complimentary concierge service including home services research, travel booking, and entertainment requests
  • Free parking or subsidized commuter passes
  • Location-specific perks and extras!

Moderna's Enterprise Solutions Hub in Atlanta provides enterprise solutions similar to its counterpart in Warsaw, Poland, which was established in May 2021. Moderna's Hub in Atlanta will initially focus on delivering finance, human resources, procurement and digital solutions. Moderna is expecting to hire approximately 150-200 full time employees in the Atlanta Hub over the next two years.

Candidates should be aware that Moderna currently maintains a policy requiring all US-based employees to be fully vaccinated against COVID-19 and receive a booster shot once eligible. Newly hired employees must be vaccinated and boosted prior to their employment start date. Moderna is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated or receive a booster where it is not an undue hardship to the company to do so as provided under federal, state, and local law.

About Moderna

In over 10 years since its inception, Moderna has transformed from a research-stage company advancing programs in the field of messenger RNA (mRNA), to an enterprise with a diverse clinical portfolio of vaccines and therapeutics across seven modalities, a broad intellectual property portfolio in areas including mRNA and lipid nanoparticle formulation, and an integrated manufacturing plant that allows for rapid clinical and commercial production at scale. Moderna maintains alliances with a broad range of domestic and overseas government and commercial collaborators, which has allowed for the pursuit of both groundbreaking science and rapid scaling of manufacturing. Most recently, Moderna's capabilities have come together to allow the authorized use and approval of one of the earliest and most effective vaccines against the COVID-19 pandemic.

Moderna's mRNA platform builds on continuous advances in basic and applied mRNA science, delivery technology and manufacturing, and has allowed the development of therapeutics and vaccines for infectious diseases, immuno-oncology, rare diseases, cardiovascular diseases and autoimmune diseases. Moderna has been named a top biopharmaceutical employer by Science for the past seven years. To learn more, visit www.modernatx.com.

Moderna is a smoke-free, alcohol-free and drug-free work environment.

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. Moderna will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

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This job has expired.

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