• 14-May-2021 to 14-Jun-2021 (EST)
  • Commercial Operations- Corporate Communication
  • Gaithersburg, MD, USA
  • Full Time - Exempt

If you find science, speed, and success exhilarating, you have come to the right place.

Novavax, Inc. (Nasdaq: NVAX) is a biotechnology company that promotes improved health globally through the discovery, development, and commercialization of innovative vaccines to prevent serious infectious diseases.  Novavax is currently conducting multiple late-stage clinical trials for NVX-CoV2373, our vaccine candidate against the virus that causes COVID-19, and has recently reported exciting and highly encouraging initial efficacy results. NanoFlu, our quadrivalent influenza nanoparticle vaccine, met all primary objectives in its pivotal Phase 3 clinical trial in older adults. Both candidate vaccines incorporate Novavax' proprietary saponin-based Matrix-M adjuvant to enhance the immune response and stimulate high levels of neutralizing antibodies. Novavax is a leading innovator of recombinant vaccines. Our proprietary technology platform leverages the power and speed of genetic engineering to efficiently produce highly immunogenic nanoparticles in order to address urgent global health needs.

Novavax, Inc. is headquartered in Gaithersburg, Maryland with additional facilities in Uppsala, Sweden and Bohumil, Czech Republic.

We are seeking a Senior Manager, Customer Experience Center Operations, responsible for daily operations and personnel, coordinate with multiple third-party vendors, and lead knowledge management data systems and upkeep in order to ensure the Contact Center delivers world-class customer service.

Responsibilities include but are not limited to:

  • Develop objectives, source vendors, and manage the Global Customer Experience Center to serve helpful information to Novavax customers and potential customers via their preferred way of communicating (ex. website, social, live chat, texting, help forms, phone, etc.)
  • Develop strategy and governance for the Global Customer Experience Center, including enhancements, report, data analysis, UI/UX
  • Conduct effective resource planning to maximize productivity of people and technology
  • Interface with teams, agencies and vendors to ensure best in class customer experience across all platforms
  • Coordinate with internal Novavax teams, including IT and Medical Information to keep agent and chatbot scripts and playbooks up-to-date
  • Analyze call-center performance reports and survey data
  • Oversee training of all third-party call center personnel
  • Oversee coaching for all Customer Experience Center agents on an ongoing basis
  • Manage and coordinate with third-party vendors (IVR software, chatbot, and live agents) and ensure seamless integration between vendors and with internal Novavax teams and platforms
  • Ensure Customer Experience Center is fulfilling the needs of internal and external stakeholders
  • Budget and track Contact Center expenses
  • Report up to Director, Digital Customer Experience, to ensure seamless coordination across other customer touchpoints (website, social media, etc.)

Minimum requirements:

  • B.S. in communications, marketing or related field.
  • 6+ years of multi-lingual/global contact center management experience, ideally with healthcare/science sector experience or similar/related sector experience (experience managing remote teams is a plus)
  • Extensive knowledge in customer contact center technology and 'center of excellence' best practices
  • Extensive knowledge of customer contact centers, IVRs, IVAs, Chatbots and agent support needs.
  • Ability to juggle several concurrent projects and collaborate effectively with cross-functional teams
  • Collaborate effectively with team members across the organization in a fast-paced environment
  • A proven track record of leveraging digital strategies to elevate an organization's customer contact center
  • Robust knowledge of customer contact center reporting and analytics
  • Well-organized, motivated, and detail-oriented
  • Able to adapt quickly to a continuously evolving environment
  • Exceptional communication skills and the ability to lead a team dealing with challenging customer issues on a daily basis

Novavax is headquartered in Gaithersburg, Maryland with additional facilities in Uppsala, Sweden and Bohumil, Czech Republic. Novavax is traded on the Nasdaq Stock Market under the symbol NVAX and is dedicated to developing novel vaccines to address infectious disease.

Novavax offers a base salary, annual bonus, equity grants, professional career development/growth opportunities, and a comprehensive benefits package including medical, dental, vision, Rx, STD, LTD, Life, Optional Life, 401(k) plan.

Equal Opportunity Employer/Veterans/Disabled

Novavax is an equal employment opportunity employer. Employment and advancement opportunities are available to all individuals on an at-will basis, regardless of their race, color, national origin, religion, ancestry, citizenship status, military or veteran status, sex, sexual orientation, gender identity or expression, age, marital status, family responsibilities, pregnancy, disability, genetic information, protective hairstyle, or any other characteristic protected by applicable federal, state, or local law.


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