Senior Service Systems, Infrastructure and Analytics Manager

Repligen is seeking a Senior Service Systems, Infrastructure & Analytics Manager to lead the systems, data infrastructure, integrations, and analytics that support our rapidly growing global service organization. Reporting to the VP, Service, this role sits at the intersection of technology, data, and service operations, partnering across Service, IT, Commercial Operations, Finance, Quality, and Field Service to build scalable solutions that drive business performance, operational excellence, and customer success.
This role is expected to model our Leadership Behaviors—Integrity & Compliance, Customer Focus, Collaboration, Courage, Team Empowerment, and Accountability & Results—in all aspects of work.
Responsibilities
Partner with service leadership to define, document, and continuously improve global service business processes, standards, and best practices.
Translate business needs and user experiences into clear system requirements and scalable technical solutions that support the long-term growth of the service business.
Lead the design, configuration, implementation, maintenance, and optimization of service business systems and infrastructure on a global scale.
Design, manage, and enhance integrations between Salesforce, SAP, internally developed service applications, reporting platforms, and other business systems.
Develop and execute a service master data strategy, ensuring data integrity, governance, consistency, and accessibility across systems.
Build, maintain, and continuously improve dashboards, reports, and KPI frameworks that enable data-driven decision making and provide leaders with clear visibility into business performance.
Develop reporting and visualization solutions using Power BI, Tableau, and related analytics tools to deliver meaningful operational and strategic insights.
Create and manage data flows, queries, automations, and reporting structures that transform data from multiple sources into actionable business intelligence.
Act as a trusted partner to Service, IT, Commercial Operations, Finance, Quality, and Field Service teams, building strong relationships and aligning stakeholders around shared business objectives.
Provide technical guidance and business context to IT and development teams, helping prioritize enhancements, solve complex challenges, and identify opportunities for innovation.
Promote consistency and operational excellence by driving adoption of global processes, systems, and reporting methodologies across the organization.
Develop training materials, user documentation, and support programs that empower users and enable successful adoption of systems and tools.
Evaluate emerging technologies and analytics capabilities, proactively identifying opportunities to improve efficiency, scalability, visibility, and the overall customer experience.
Take ownership of strategic initiatives from concept through implementation, driving measurable outcomes through collaboration, influence, and continuous improvement.
Help shape the future of the Service Systems, Infrastructure & Analytics function by contributing to team development, process maturity, and long-term organizational success.
Qualifications
Bachelor's degree in Computer Science, Information Technology, Engineering, Business Information Systems, or a related field.
7+ years of experience in business systems, analytics, systems architecture, service operations technology, or related disciplines.
Experience supporting field service, technical service, customer support, or equipment-based service organizations.
Strong experience with enterprise platforms such as Salesforce, SAP, Power BI, Tableau, and related business systems.
Proven experience designing system integrations, APIs, data flows, reporting frameworks, and business process automation.
Experience developing dashboards, KPIs, and analytics solutions that support operational and strategic decision-making.
Strong understanding of data architecture, master data management, data governance, and data quality best practices.
Working knowledge of SQL, Python, Power Query, DAX, Power Automate, C#, HTML, or similar scripting and automation tools.
Demonstrated ability to translate business requirements into scalable technical solutions and measurable business outcomes.
Proven success leading cross-functional initiatives and influencing stakeholders across Service, IT, Commercial Operations, Finance, and Quality organizations.
Strong analytical, problem-solving, communication, and collaboration skills, with a customer-focused mindset and a commitment to continuous improvement.
What Repligen Offers
Our mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing. The estimated base salary range for this role, based in the United States of America is $134,000-$192,000. Compensation decisions are dependent on several factors including, but not limited to an individual's ,qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. All compensation and benefits information will be confirmed in writing at the time of offer.