Senior Manager, Technical Services

The Sr. Manager, Technical Services Support (India) is a strategic people leadership role responsible for overseeing the India-based Technical Services team and supporting the continued growth and evolution of USP's global Technical Services function. This position plays a critical role in ensuring the delivery of high-quality scientific product/service inquiry support, operational excellence, and an exceptional customer experience while fostering a high-performing, customer-centric culture.

The role operates within a matrixed leadership structure, functionally reporting to the Senior Director, Customer Success & Operations (US-based) and administratively reporting to the Director, Scientific Affairs (India-based). The incumbent will provide direct people leadership and administrative oversight for the India-based Technical Services team while partnering closely with the US-based Senior Manager, Technical Services Operations, who provides functional direction related to service delivery processes, performance standards, and inquiry management activities.

As USP continues to expand its global service delivery capabilities, this role is expected to evolve in scope and strategic impact, contributing to organizational scaling efforts, talent development, operational excellence initiatives, knowledge management, process optimization, workforce planning, and the advancement of global scientific and product/service support capabilities.

The Sr. Manager will collaborate extensively with stakeholders across Customer Success & Operations, Strategic Customer Development, Scientific Affairs, Quality Assurance, Customer Service, Reference Material Support, Reference Standards Technical Operations, Reference Standards Production, Distribution, Reference Standards Evaluation, Legal, Documentary Standards and Compendial Policy, Global Biologics, and other cross-functional teams located in both the United States and India.

The primary working shift for this position is 2:00 PM – 10:30 PM IST.

As part of our mission to advance scientific rigor and public health standards, you will play a vital role in increasing global access to high-quality medicines through public standards and related programs. USP prioritizes scientific integrity, regulatory excellence, and evidence-based decision-making to ensure health systems worldwide can rely on strong, tested, and globally relevant quality standards.

Additionally, USP’s People and Culture division, in partnership with the Equity Office, invests in leadership and workforce development to equip all employees with the skills to create high-performing, inclusive teams. This includes training in equitable management practices and tools to promote engaged, collaborative, and results-driven work environments.

The Sr. Manager, Technical Services Support role has the following responsibilities:

Provide leadership, guidance, direction, and administrative oversight to the India-based Technical Services team, fostering a culture of accountability, collaboration, continuous improvement, and customer-centricity.

Integrate employee engagement principles into daily leadership practices to cultivate a high-performing, motivated, and inclusive team environment, led by example through visible leadership and active coaching.

Manage all aspects of employee performance, including goal setting, communicating job expectations, performance evaluations, coaching, mentoring, career development, recognition, corrective action, and succession planning.

Partner with the Customer Success and Operations leadership team to support workforce planning, talent acquisition, onboarding, employee retention, and capability development initiatives as the Technical Services organization continues to evolve and expand.

Ensure team members have access to the appropriate resources, tools, training, and support required to effectively perform their responsibilities.

Partner closely with the Senior Manager, Technical Services Operations, who provides the functional strategy and strategic direction for the Global Technical Services, to effectively execute and operationalize the Technical Services operating model within India.

Translate established strategies, processes, policies, procedures, training programs, and service delivery standards into consistent day-to-day execution, ensuring high-quality, efficient, and scalable service delivery.

Provide local operational leadership, monitor performance and adherence to standards, and identify opportunities for continuous improvement that strengthen team effectiveness, service quality, and overall customer experience.

Ensure adherence to applicable USP Standard Operating Procedures (SOPs), Department Controlled Documents, Operational Manuals, quality requirements such as audit readiness, and regulatory expectations.

Monitor team performance against established service levels, quality standards, productivity goals, and customer experience objectives, implementing corrective actions and continuous improvement initiatives as needed.

Utilize operational data, performance metrics, and customer feedback to identify trends, opportunities, and risks that support ongoing optimization of the Technical Services function.

Support organizational initiatives focused on operational scalability, process harmonization, knowledge management, and service excellence.

Maintain a strong understanding of USP products, services, scientific resources, and customer support processes to effectively lead and support the team.

Remain proficient in the functionality and use of Salesforce, including the Case Management Module and related service technologies.

Conduct case quality reviews and quality assurance assessments for both US- and India-based Technical Services team members to ensure consistency, accuracy, and compliance with established standards.

Support the development and maintenance of knowledge assets, best practices, training materials, and quality improvement initiatives that enhance inquiry resolution effectiveness.

Serve as a first point of escalation and directly manage customer inquiries as needed based on business demands, inquiry complexity, volume fluctuations, or resource requirements.

Collaborate with Customer Success & Operations, Scientific Affairs, Quality Assurance, Customer Service, Legal, Distribution, Global Science teams, and other cross-functional stakeholders to support customer and organizational objectives.

Facilitate effective communication and alignment between India-based team members and global stakeholders, helping to ensure consistency in service delivery and execution.

Contribute to the continued evolution of USP's global Technical Services operating model by identifying opportunities to enhance team capabilities, operational effectiveness, and customer outcomes.

Participate in special projects, strategic initiatives, organizational transformation efforts, and other duties as assigned, supporting the long-term growth and maturity of the Technical Services function.

The successful candidate will have a demonstrated understanding of our mission, commitment to excellence through inclusive and equitable behaviors and practices, ability to quickly build credibility with stakeholders, along with the following competencies and experience:

Master's degree in chemistry or relevant scientific field

Minimum of ten (12) years of experience in the pharmaceutical field, which includes hands-on experience and expertise in chromatography, spectroscopy, and other analytical testing methods.

Minimum of 2 years of management experience.

Must demonstrate a strong customer-centric mindset with a consistent focus on delivering high-quality service, responsiveness, and customer satisfaction in a regulated or technical environment.

Must have experience translating scientific or technical expertise into effective customer support, issue resolution, and service excellence outcomes within cross-functional teams.

Must be willing to work in 2:00 PM – 10:30 PM IST shift.

Willingness to travel to USP–Rockville for initial training purposes for approximately 2–4 weeks

Knowledge of USP standards-setting processes, compendial terminology, USP Documentary Standards, and USP reference materials

Familiarity with laboratory workflows and ability to interpret customer issues related to reference materials and analytical testing to support effective resolution

Ability to multitask, prioritize, and manage a high volume of work in a fast-paced environment while maintaining accuracy and attention to detail

Strong organizational and problem-solving skills with the ability to manage competing priorities effectively

Ability to work independently and collaboratively within a matrixed, global team environment

Ability to maintain composure, professionalism, and positive engagement in high-pressure or time-sensitive situations

Willingness and ability to work flexible and/or extended hours when required to support global operations and customer needs

Sufficient typing skills to support efficient case documentation and system usage

Preferred but not required: experience using Salesforce CRM or similar case management systems