Sr. Manager, End User Experience - Apac

The Role:

Moderna is searching for a Sr Manager, End User Experience, who will be responsible for End User Experience across APAC. This role 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.

Here’s What You’ll Do:

• Ensure positive End User Experience across digital platforms for APAC

• Continuously collaborate with Global End User Experience team to ensure alignment

• Ensure delivery of high-quality technical support while increasing customer satisfaction

• 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

• Continually research, evaluate and provide documented recommendations for innovative 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

• Additional duties as may be assigned from time to time

Here’s What You’ll Need (Minimum Qualifications)

• Bachelor's Degree required, or the equivalent combination of education and work experience

• 8 years of direct experience in Information Technology roles

• 5+ years’ experience with End User Support in both Windows and Mac Environments

• 5+ years’ experience with performing laptops/desktop builds, fixes, repairs, software installations and upgrades

• 5+ years supporting Collaboration tools from and End User Perspective

• ITIL Foundation Certification

Here’s What You’ll Bring to the Table (Preferred Qualifications)

• Ability to manage technical support staff of different skill levels

• Excellent attention to detail, customer service skills, multi-tasking skills, ticket management skills, written and verbal communication skills

• Resourceful decision making, prioritizing, and multitasking

• Working knowledge of gathering data, performing analysis and reporting

• 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

• Ability to learn and adapt quickly to changing environments

• Strategic, but also pragmatic, detail-oriented with a willingness to be hands-on

• A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative.

Moderna offers personalized benefit programs and well-being resources as unique as our global workforce so employees can do their best work.

We recognize and appreciate your diverse needs and interests and do our best to support you at work and at home with:

• Quality healthcare and insurance benefits
• Lifestyle Spending Accounts to create your own pathway to well-being
• Free premium access to fitness, nutrition, and mindfulness classes
• Family planning and adoption benefits
• Generous paid time off, including vacation, bank holidays, volunteer days, sabbatical, and a discretionary year-end shutdown
• Educational resources
• Savings and investments
• Location-specific perks and extras!

The benefits offered may vary depending on the nature of your employment with Moderna and the country where you work.

About Moderna

Since our founding in 2010, we have aspired to build the leading mRNA technology platform, the infrastructure to reimagine how medicines are created and delivered, and a world-class team. We believe in giving our people a platform to change medicine and an opportunity to change the world. 

By living our mission, values, and mindsets every day, our people are the driving force behind our scientific progress and our culture. Together, we are creating a culture of belonging and building an organization that cares deeply for our patients, our employees, the environment, and our communities.

We are proud to have been recognized as a Science Magazine Top Biopharma Employer, a Fast Company Best Workplace for Innovators, and a Great Place to Work in the U.S.

If you want to make a difference and join a team that is changing the future of medicine, we invite you to visit modernatx.com/careers to learn more about our current opportunities.

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

Moderna is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day, please apply!

Moderna is proud to be an equal opportunity workplace and is an affirmative action employer.

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law. Moderna is an E-Verify Employer in the United States. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Belonging, Inclusion, and Diversity are critical to the success of our company and our impact on society. We’re focused on attracting, retaining, developing, and advancing our employees and believe that by cultivating diverse experiences, backgrounds, and ideas, we can provide an environment where every employee is able to contribute their best.

Moderna is committed to offering reasonable accommodations to qualified job applicants with disabilities. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the Talent Acquisition Partner or contact the Accommodations team at ***************@modernatx.com.  (EEO/AAP Employer) 

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