Customer Success Operations Specialist

Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Together, we are Marken, UPS Healthcare Precision Logistics. As the clinical and advanced therapy part of UPS Healthcare, we reach patients faster, with greater scalability and access to new pathways throughout the supply chain. With our One UPS advantage and comprehensive service portfolio, including Polar Speed's in-network pharmacies, we are optimally positioned to keep our clients competitive in an increasingly complex market.

The KAOE team offers comprehensive support and collaboration to Key Account clients, with a focus on operational analysis, detailed investigation reports, regular client communication, and continual process improvement.

This team is responsible for managing incidental issues that may arise throughout the client lifecycle, ensuring prompt and effective resolution while promoting ongoing enhancements to increase client satisfaction and retention.

By leveraging the capabilities of each streamline, the KAOE team addresses client concerns, applies long-term solutions, and works to maintain consistent client experience.

The three streamlines have specific functions related to operational investigation standards and compliance for Key Accounts. The Writer conducts operational technical investigations, the Lead is responsible for client liaison and operational compliance, and the Improvement Specialist focuses on process optimization and data analytics.

These roles have distinct responsibilities and skill requirements but operate collaboratively to support consistent operations and enhance client satisfaction.

Responsibilities:

• Conducts complex or atypical analyses as requested to support evaluation and planning.

• Improves and creates systems, methods and tools for conducting analysis.

• Identifies emerging trends in analysis for work methods, processes or flows.

• Determines criteria for analysing work, processes or workflow for tracking/reporting purposes.

• Contributes to technology solutions for customer implementation.

• Keeps abreast of technologies that will improve internal and external processes to improve productivity.

• Provides district sales operations with technology solutions support.

• Reviews auditing of districts' sales processes and procedures to ensure compliance.

• Assists with completion of Business Process Reviews for corporate, region and district levels.

• Addresses and resolves issues affecting information systems reporting.

• Seeks innovative methods to minimize report generation.

• Optimizes existing report formats for best results.

• Works closely with the Region Sales Support Specialist on report consolidation.

• Serves as region subject matter expert for existing reporting tools.

• Acts as the departmental database and Structured Query Language administrator to ensure proper maintenance of BIA applications.

• Updates weekly activity reports to ensure accurate documentation of account volume and revenue.

• Attends department meetings to support internal communication and provide updates on projects.

• Performs regular application updates (e.g., directory updates, reports, etc.) to provide current information and enhanced functionality to the field.

• Prepares written information to Sales staff to inform them of district, regional, and corporate initiatives.

• Possesses advanced skills in Microsoft Access, Excel, PowerPoint, Word, Outlook, Internet, and SharePoint.

• Learns other applications quickly.

KAOE Investigation Writer:

• Ensures every operational investigation report is clear, accurate, and fully documented.

• Conduct investigations for Key Account deviations, ensuring accuracy and completeness. Document all findings clearly and promptly in investigation reports.

• Collaborate with subject matter experts across departments to gather necessary information.

• Perform effectiveness checks for Key Account deviations.

• Ensure compliance with client requirements (QTA, COP) and internal standards.

• Maintain accurate data and documentation for investigations.

KAOE Investigation Lead:

• Acts as the single, accountable point of contact for clients on all GxP matters and contributes to strong business relationship.

• Act as the single point of contact for Key Account clients on all GxP matters.

• Attend regular client meetings (weekly, biweekly, monthly, business reviews).

• Review investigations for compliance and completeness.

• Ensure CAPAs (Corrective and Preventive Actions) are completed on time, with evidence documented.

• Maintain and update investigation dashboards for clients.

• Track and communicate process improvements, including updates to SOPs and client documentation.

• Build and maintain strong client relationships.

KAOE Improvement Specialist:

• Drives continuous improvement by analysing trends and recurring issues.

• Monitor internal trends and identify recurring investigations.

• Analyze data and KPIs to support continuous improvement.

• Support identification and implementation of robust CAPA tasks to prevent repeat issues.

• Design and enhance databases and reporting tools for investigation analysis.

• Lead projects and changes with SMEs from all areas (department and/or global).

• Track and communicate process improvements, including updates to SOPs and client documentation.

• Collaborate with management to align operational goals with business objectives.

General:

• Escalate and mitigate incidents as necessary, working closely with department managements.

• Actively participate in both internal and external meetings, ensuring timely updates are provided to management and colleagues.

• Work with other departments to solve client issues.

• Work on multiple investigations / projects and timelines simultaneously, following strict deadlines and escalating issues promptly to ensure timely resolution.

• Promptly identify and flag potential risks to ensure deliverables remain on schedule.

• Participate actively in team efforts to improve the work environment, product quality, efficiency, and other business initiatives.

• Ensure completeness, accuracy, consistency, validity, uniqueness, and integrity of all data and documentation in relevant systems.

• Share knowledge and best practices with peers, staff members, and newly appointed team members to maintain efficiency and compliance.

• Stay informed about, and comply with, regulatory changes, client documentation, and Marken procedures to ensure full compliance with all requirements.

• Regularly review and update processes, ensuring lessons learned and evolving best practices (including external benchmarks) are adopted.

• Adhere to all company policies at all times.

• Undertake any other reasonable duties as requested by line managers, in accordance with company policies.

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.