Graduate Customer Success Manager Jobs in Rochester, MN

This is a hybrid position and must be located within a 100 miles of the Rochester, MN campus for on-site expectations

Mayo Clinic Laboratories (MCL) Operations is highly regarded as the benchmark for excellence within the reference laboratory industry. MCL goes to market as a differentiated provider and leans heavily on the efficacy of those areas within the control of MCL Operations. MCL Operations serves as the functional link that enables MCL strategy execution in highly competitive markets. Turn-around-time, customer service, global logistic network and transportation management, specimen accessioning and distribution, specimen collection capabilities, management of remote on-site specimen processers, and management of field-based service representatives are critical to MCL business units and are directly controlled by MCL Operations. The Senior Manager-Operations-MCL coordinates with the Director-Operations-MCL for the planning, budget, FTE, capital, and performance metrics for operational support of each MCL business unit. Responsible for the operational excellence and execution of operational plans of assigned staff and processes within MCL Operations in alignment with business and department objectives. Serves as a key member of the leadership team with a primary focus on planning and implementation of policies and systems. Facilitates project management while leading a multidisciplinary team including financial analysis, problem solving, and team collaboration. Regulates staffing in accordance with fluctuating workload. Partners in the support of department/division and institutional projects, staff recruitment, policy implementation, and serves as a primary resource for issues and communications. Performs duties independently and initiates judgment in handling a variety of management issues. Domestic and/or international travel required.

• Extensive Quality Management Experience - experience in quality assurance, quality systems, or laboratory quality management, including leadership responsibilities. 
• Strong Knowledge of Preanalytical Processes - Deep understanding of specimen collection, labeling, handling, transportation, accessioning, storage, and chain-of-custody requirements. 
• Regulatory and Accreditation Expertise - Thorough knowledge of regulations and standards such as CLIA, CAP, The Joint Commission, ISO standards, and applicable state requirements. 
• Quality Management System (QMS) Leadership - Demonstrated experience developing, implementing, and maintaining quality management systems, including audits, CAPAs, document control, and risk management. 
• Data Analytics and Performance Improvement Skills - Ability to analyze quality metrics, identify trends, develop KPIs, and drive continuous improvement initiatives using data-driven methodologies. 
• Lean Six Sigma and Process Improvement Expertise - Experience leading operational excellence projects, root cause analyses, failure investigations, and workflow optimization efforts. 
• People Leadership and Team Development - Proven success managing multidisciplinary teams, coaching leaders, building accountability, and fostering a culture of quality and compliance. 
• Cross-Functional Collaboration Skills - Ability to work effectively with laboratory operations, logistics, client services, compliance, and executive leadership teams. 
• Investigation and Corrective Action Management - Strong background in nonconformance investigations, complaint management, risk assessments, corrective and preventive actions (CAPA), and regulatory response activities.
• Leading adherence to IATA regulations.

This position is not eligible for sponsorship/we will not transfer or sponsor a visa for this position. Also, Mayo Clinic DOES NOT participate in the F1 STEM OPT extension program.

2-year commitment to the position is required.

A bachelor's degree and a minimum of six years of operational management experience; or, a master's degree and a minimum of three years of operational management experience are required for this position.

 Acceptable degree disciplines include business, organizational leadership, logistics and supply chain management, engineering, information technology, health care administration, medical laboratory science or equivalent, biology, chemistry, or related field. 

 Operational management experience must include a demonstrated ability to work collaboratively with internal (physician, scientist, administrative, supervisory, and allied health staff) or external client stakeholders.

 Must have excellent organizational, human relations, decision-making and problem-solving capabilities as well as excellent presentation and communication skills. 

Must have ability and confidence to effectively function independently, be a self-starter, and a team player. 

Must have led direct reports in previous positions.

 Must be capable of effectively presenting to internal and external groups.

 Must be accountable, adaptable, flexible, creative, dependable, responsible, and able to perform well within multi-functional environments while adhering to Mayo Clinic and MCL policies and procedures.

Master's degree preferred. 
 

Additional Qualfications:
Experience with large and complex customer service, domestic and global logistics, or field-based service teams is preferred. 

Operational experience within an external-facing business entity competing in a highly competitive market is preferred.

Experience managing quality across multiple laboratory sites.

Expertise with laboratory informaiton systems (LIS) and quality software platforms.

Successful regulatory inspection readiness and audit leadership.

Experience reducing specimen rejection rates and preanalytical errors.

Application Requirement (please attach)

• Cover Letter/Resume
• Current Mayo Clinic employees, please include your 3 most recent performance evaluations