Manager, Customer Operations

Plymouth Meeting, PA
Jan 21, 2022
Required Education
Bachelors Degree
Position Type
Full time


Those who join Emergent BioSolutions feel a sense of ownership about their future. You will excel in an environment characterized by respect, innovation and growth opportunities. Here, you will join passionate professionals who advance their scientific, technical and professional skills to develop products designed-to protect life.



The Manager, Customer Operations will support the broader Market Access and Distribution Team (Payer, Customer Operations, and Trade & Distribution), as well as the IDN and Field Sales Teams.  The position’s primary responsibilities include wholesaler operations, distributor and GPO operations, contract administration, CRM Management, and Account Management. When needed, they will assist the Customer Operations Specialists to meet day to day customer needs and facilitate necessary support to ensure access to NARCAN® (naloxone HCl) Nasal Spray.   This is a hybrid (partially virtual/virtual) role.




Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.


  • Support the Trade and Distribution Team by:
    • Managing wholesaler operations
    • Owning and operationalizing secondary accounts
    • Performing Contract Administration (Completing and submitting vendor paperwork and other supporting documentation)
    • Distributor Operations and Follow Through
    • GPO Operations
    • Data analytics support as needed


  • Support the Payer and IDN Teams by:
    • Performing Contract Administration (Completing and submitting vendor paperwork and other supporting documentation)
    • Managing logistics for Customer Accounts
    • PIP-Initiative Project Planning
    • Data Analytics Support as needed


  • Develop and maintain long-term relationships with GPOs (including MMCAP) and distributors, to:
    • Manage customer eligibility and pricing 
    • Monitor customer chargebacks 
    • Review master purchase agreements as needed
    • Ensure pricing is accurate at wholesalers for customers under agreement
    • Work with Finance to confirm customer eligibility as needed 
    • Monitor state and federal procurement bids/contracts/RFP.


  • Support Sr. Manager, Customer Operations and Field Sr Directors with large scale project planning and operations for key business initiatives
  • Support Customer Operations Specialists as needed with eCommerce platform, customer onboarding, and other day-to-day operations needs.
  • Represent Customer Operations throughout the organization, specifically to field team leaders, Trade & Distribution Team, and senior management
  • Identify and implement continuous improvement initiatives.



The above statements are intended to describe the nature of work performed by those in this job and are not an exhaustive list of all duties. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time which reflects management’s assignment of essential functions. 



  • Bachelor’s degree or equivalent.
  • Five or more years of experience interacting with external customers and vendors is required, experience within a pharmaceutical organization is preferred.
  • Expertise in Microsoft Office applications (Word, PowerPoint, Excel).
  • Strong general business acumen.
  • Understanding and passion to assist those suffering from chronic substance abuse, dependency and the comorbid conditions often associated.
  • Ability to build strong relationships and meeting needs of customers is essential.
  • Ability to work in a dynamic environment, often with little direction.
  • Must be self-motivated and able to work independently.
  • Strong project management skills, ability to manage multiple high priorities, identify resource needs, drive to completion, prepare reports, and evaluate results.
  • Strong business analytic skills to assess potential opportunities across the region.
  • Excellent interpersonal, and oral and written communication skills.


Successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. Individuals with qualifying medical issues or sincerely held religious beliefs or practices that may prevent them from getting the vaccine may request an exemption from the vaccine requirement.

There are physical/mental demands and work environment characteristics that must be met by an individual to successfully perform the essential functions of the job. This information is available upon request from the candidate.

Reasonable accommodations may be made to enable individuals with disabilities to perform all essential functions.

Emergent BioSolutions is an Equal Opportunity/Affirmative Action Employer and values the diversity of our workforce.  Emergent does not discriminate on the basis of race, color, creed, religion, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, age, national origin, ancestry, citizenship status, marital status, physical or mental disability, military service or veteran status, genetic information or any other characteristics protected by applicable federal, state or local law.

Information submitted will be used by Emergent BioSolutions for activities related to your prospective employment. Emergent BioSolutions respects your privacy and any use of the information submitted will be subject to the terms of our Privacy Policy .

Emergent BioSolutions does not accept non-solicited resumes or candidate submittals from search/recruiting agencies not already on Emergent BioSolutions’ approved agency list. Unsolicited resumes or candidate information submitted to Emergent BioSolutions by search/recruiting agencies not already on Emergent BioSolutions’ approved agency list shall become the property of Emergent BioSolutions and if the candidate is subsequently hired by Emergent BioSolutions, Emergent BioSolutions shall not owe any fee to the submitting agency.