Transformation Manager, Client Services

Company: Werfen
Location: Bedford
Posted on: May 3, 2025

Job Description:

Job InformationNumber
ICIMS-2025-8449
Job function
Customer Service
Job type
Full-time
Location
Bedford - 180 Hartwell Road Bedford, Massachusetts 01730 United States
Country
United States
Shift
1st
About the PositionIntroduction
Werfen Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We're passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.
Overview
Job Summary The Transformation Manager plays a pivotal role in the Client Services department, reporting directly to the Client Services Director. This position is responsible for driving the automation and optimization of existing processes and systems within the department to enhance service levels and accelerate operations. The role involves collaborating closely with the IT department to require developments and test new tools, including AI and web based operations. Additionally, the Transformation Manager ensures consistent training and skill development across the team to support these transformative initiatives.
Responsibilities
Key Accountabilities

• Develop and implement strategies for process automation and system optimization within the Client Services department
• Collaborate with the IT department to design, develop, and test tools that enhance service delivery and operational efficiency
• Oversee the implementation of web-based operations and user administration systems to streamline departmental workflows
• Conduct regular assessments of current processes and systems to identify areas for improvement and automation opportunities
• Create and manage comprehensive training programs to ensure team members are proficient in new technologies and processes
• Monitor and analyze key performance indicators (KPis) to measure the impact of transformation initiatives on service levels and operational speed
• Lead cross-functional projects to integrate new technologies and processes across the Client Services department
• Provide mentorship and guidance to team members on new technologies and processes, ensuring compliance with all relevant training requirements and company policies
• Develop and maintain documentation for new processes, systems, and tools
• Provide regular updates and reports to the Client Services Director on transformation progress and outcomes Networking/Key relationships
  • Other Client Services Teams
  • IT
  • Supply Chain & Manufacturing
  • Commercial Operations
  • Finance
  • Legal/Compliance
  • HR
    Qualifications
    Minimum Knowledge & Experience required for the position:
    • Bachelor's degree in Business Administration, Information Technology, or a related field; Master's degree preferred
    • Minimum of 5 years of experience in process improvement, digital transformation, or similar roles
    • Strong understanding of AI technologies, automation tools, and web-based systems
    • Experience in project management and leading cross-functional teams
    • Proven track record of successfully implementing process improvements and technological solutions
    • Knowledge of Spanish preferred Skills & Capabilities:
      • Excellent analytical and problem-solving skills
      • Proficiency in data analysis and visualization tools
      • Ability to translate complex technical concepts into easily understandable terms
      • Adaptability and willingness to learn new technologies and methodologies
      • Strong leadership and change management abilities
      • Exceptional communication skills, both written and verbal
      • Strong organizational skills and attention to detail Travel requirements: Up to 10%
        
        If you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV. Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact NAtalentacquisition@werfen.com for assistance. We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team. www.werfen.com
        
        
        
        

Keywords: Werfen, Cambridge , Transformation Manager, Client Services, Executive , Bedford, Massachusetts