Service Delivery Manager - Life Science

Job description

C.H. Robinson is seeking a Manager Customer Success – Life Sciences to lead a high-performing team responsible for the end-to-end management of temperature-sensitive pharmaceutical and life sciences shipments. In this role, you will ensure shipment integrity, temperature compliance, risk mitigation, and exceptional service delivery while overseeing real-time monitoring, exception management, and critical customer accounts from pickup through billing. You will build strong customer relationships, drive operational excellence, and collaborate across teams to deliver innovative solutions that support customer goals and business growth. In this role, you will also lead, coach, and develop a team of specialists and supervisors, fostering a culture of accountability, continuous improvement, and customer-focused execution. If you are passionate about leading teams, solving complex operational challenges, and delivering critical solutions that help life-saving products reach patients around the world, we encourage you to apply today. DUTIES AND RESPONSIBILITIES The duties and responsibilities of this position consists of, but are not limited to, the following: Lead and develop a high-performing Customer Success team, driving accountability, exceptional service, and operational excellence in a fast-paced, global environment Partner with customers to understand strategic goals, align resources, and deliver executive-level business reviews that maximize value and long-term growth Build trusted relationships with senior customer stakeholders, serving as a strategic advisor and escalation point across global regions Drive organic revenue growth through cross-selling, upselling, freight expansion, and supply chain solution adoption while managing account profitability and P&L performance Collaborate cross-functionally to identify and implement cost savings, process improvements, and customer-focused innovation initiatives Champion customer satisfaction by optimizing NPS performance, resolving complex issues, and leading continuous improvement efforts based on customer feedback and service trends Oversee transportation operations for life sciences customers, ensuring compliant, secure, temperature-controlled shipment execution and an outstanding customer experience Analyze operational and customer performance metrics to drive service excellence, improve efficiency, and achieve key business objectives Recruit, develop, and retain diverse talent through coaching, performance management, succession planning, and employee engagement initiatives that foster a culture of collaboration and continuous improvement QUALIFICATIONS Required: Bachelor’s degree from accredited college or university Minimum 5 years of related industry experience Minimum 2 years of leading and managing teams Ability to travel up to 35% (domestically and internationally) Preferred: Advanced proficiency in Microsoft Office Suite of programs Knowledge of Supply Chain and/or Logistics industry Experience in consultative and strategic sales Strong negotiation and conflict resolution skills Strong written and verbal communication skills, including experience presenting to internal and external key decision makers Demonstrates skill of managing internal and external customer expectations Values a diverse and inclusive work environment Disclaimer: This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role. We will review applications for this role on an ongoing basis and encourage all interested candidates to apply at their earliest convenience. Compensation Range $83,400.00 - $174,160.00 The base pay range displayed on the job posting reflects the minimum and maximum base pay for this specific location. Your individual base pay within this range is determined by job-related skills, experience, and relevant education or training. Compensation details listed in this posting reflect the base pay only and do not include additional variable compensation. Questioning if you meet the mark? Studies have shown that some individuals may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we’re building an inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit! Equal Opportunity C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected. EOE\Disabled\Veteran Benefits Your Health, Wealth and Self Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including: Three medical plans which include Prescription drug coverage Enhanced Fertility benefits Flexible Spending Accounts Health Savings Account (including employer contribution) Dental and Vision Basic and Supplemental Life Insurance Short-Term and Long-Term Disability Paid observed holidays 2 paid floating holidays for U.S. hourly employees Flexible Time Off (FTO) offered to U.S. salaried employees — no accruals and no caps. Paid Time Off (PTO) offered to all other employees in the U.S. and Canada Paid parental leave Paid time off to volunteer in your community Charitable Giving Match Program 401(k) with 6% company matching Employee Stock Purchase Plan Plus a broad range of career development, networking, and team-building opportunities Learn more about our benefit offerings on our BENEFITS & WELLBEING page