Manager, Global Customer Experience Operations

JOB DESCRIPTION:

Were focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. Were revolutionizing the way people monitor their glucose levels with our new sensing technology.

As the Manager Global Customer Experience Operations you will oversee customer experience operations launch readiness call center analytics and develop best in class customer experience standards across multiple customer touchpoints as part of the Global Commercial.

What Youll Work On

• Evaluate customer experience and customer service operational improvement opportunities prepare business cases and gain alignment from key stakeholders and service leadership on chosen option for managing key experience objectives.

• Aid in the development of the Customer Experience Strategy by working closely with Customer Service regional teams and Project Management leadership teams to set a vision for customer success and create seamless omnichannel experience to deliver higher customer satisfaction for every product launch.

• Update CX Operations plan & road map that prioritizes projects/initiatives that need to be executed with alignment with business objectives.

• Identify industry trends and bring the best practice to the customer experience organization.

• Anticipate and understand key challenges and opportunities within customer service identify the root causes and develop plan to address with the customer service leadership team

• Interact with executive level management customers and suppliers.

• Improve process in which customer feedback is analyzed to help drive service delivery enhancement and improve efficiency.

• Provide feedback and inputs to global customer experience managers by facilitating experience sharing / exchange across the globe by monitoring KPIs to track regional performance.

• Coordinate across functional areas business units and/or geographies to achieve the company or area goals.

• Develop and implement effective communicationand change management plansto ensure clear consistent andtimelydissemination of information across the organization.

• Update Senior Managementproject steering committee business managers and projectstake holdersregardingproject status resource needs and project risks.

• Direct technical and support personnel leveraging internal and external expertise; act as the voice of the customer to influence process and technology improvements.

• Hire manage mentor and develop team members; create a collaborative work environment and coach across diverse projects.

• Accountable for total project scope and timely completion.

Required Qualifications

• Bachelors degree in a technical scientific orbusiness discipline.

• Minimum 5 years of relevant experience in customer service and program development within a highly regulated environment ideally in medical device or similar regulated industry.

• Minimum 2 years of management experience

• Strong cross-functional leadership skills with the ability to influence and collaborate across marketing IT compliance and regional teams.

• Excellent communication and stakeholder management skills.

• Strong analytical skills and expertise with data-driven decision-making.

• Technical product expertise across a wide variety of medical device products and delivery platforms.

• At ease in a fast-paced environment working with minimal supervision while interacting with senior and executive leadership.

• Demonstrated ability to translate business needs into technical requirements ensuring alignment between strategy execution and system capabilities.

Preferred

• Strong call center operations expertise including missioncritical phone systems key performance metrics call flows handoffs and callhandling techniques. Skilled in leveraging modern call center technologies to improve productivity service quality and overall performance.

• Knowledge and direct experience in managing operations directly impacted by Quality Systems cGMP requirements and high-level FDA scrutiny.

Learn more about our health and wellness benefits which provide the security to help you and your family live full lives:

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The base pay for this position is

In specific locations the pay range may vary from the range posted.

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Manager