Customer Care Manager

About the role

TheTheraSphereCustomer CareManager plays a critical role in ensuring the smooth operation of customer service functions cross-functional collaboration and continuous process improvement. This roleis responsible formanaging daily operations and resolving escalations.

At Boston Scientific we value collaboration andsynergy. This role follows a hybrid work model requiring employees to be in our local Ottawa office at least three days per week(Tuesday Wednesday Thursday).

Relocation assistance is not available for this position at this Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

Your responsibilities will include:

• Oversee the daily inquiries for the customer care team ensuringtimelyandaccurateresponses.

• Provide guidance and support during manufacturing and supply chain disruptions.

• Assistwith escalations and ensure effective resolution of complex issues.

• Communicate with third-party vendors to coordinatelogisticsand investigate delivery issues.

• Manage communications during majorlogisticsdisruptions to ensure transparency and continuity.

• Maintain regular communication with customers to resolve disputes provideorderand finance updates and deliver usage or performance reports.

• Represent the team and company professionally in handling escalated customer concerns.

• Support the customer service team in navigating manufacturing challenges.

• Assistin fulfilling complex or urgent orders including relabels LATAM shipments and expedited requests.

• Maintain and update work instructions and standard operating procedures (SOPs).

• Implement changes through the quality system and ensure documentation accuracy.

• Ensure team-generated reports are completeaccurate and up to date.

• Guide the team through complaint submission processes and feedback tracking.

• Report onlogisticsperformance and order accuracy.

• Conduct regular reviews withlogisticspartners to address mis-deliveries and service issues.

• Collaborate with cross-functional teams to solve problems and enhance operational efficiency.

• Provide audit support as the subject matter expert for customer-related services.

• Other duties asrequired.

Required qualifications:

• Bachelors degree in a related field (or equivalent experience)

• 5 years of experience in customer service operations or a similar leadership role

• Strong interpersonal and communication skills with the ability to manage cross-functional relationships

• Proven ability to lead teams resolve conflicts and manage complex operational challenges

Preferred qualifications:

• Experience with quality systems SOP documentation and audit processes