Mngr, Customer Service Mgmt

Overview

The Operations Manager role within Customer Service Management (CSM) provides strategic operational and people leadership to ensure exceptional service delivery across Cardinal Healths customerfacing teams. This leader will manage frontline operations coach supervisors and partner closely with crossfunctional teams to drive performance quality and customer satisfaction.

What CSM Contributes to Cardinal Health

Customer Service is responsible for establishing maintaining and enhancing customer business through contract administration customer orders and problem resolution.

CSM Operations Manager provides strategic oversight operational discipline and leadership direction to ensure service excellence and continuous improvement.
Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function.

Qualifications

• At least 3 years of Supervisory/Managerial experience required
• Minimum 1-year tenure with CHIP required (internal)
• Customer Service Management experience preferred
• No failing scorecard for the past 3 months (internal)
  No DA received for the past 12 months (internal)
• Bachelors degree in a related field or equivalent work experience preferred
• Demonstrated experience leading teams in a highvolume fastpaced customer service or healthcare operations environment
• Strong analytical communication and stakeholdermanagement skills

What Is Expected of You and Others at This Level

Operational & People Leadership

• Manage daytoday operations and lead a team of professional employees frontline Supervisors and/or business support staff
• Provide coaching development and performance management to ensure team capability and engagement
• Allocate resources effectively to meet service level targets and operational KPIs

Process & Compliance

• Participate in the development and implementation of policies procedures and process improvements
• Ensure that all employees operate within established guidelines compliance requirements and performance expectations

DecisionMaking & Impact

• Make operational decisions with shortterm impact on processes customer outcomes and business results
• Resolve issues related to operations escalations and crossfunctional projects

Collaboration & Influence

• Interact with subordinates peers customers and onshore stakeholders across multiple management levels
• May engage with senior management to align on goals updates and business needs
• Drive consensus-building among various stakeholders to ensure smooth execution of initiatives

Candidates who are back-to-work people with disabilities without a college degree and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race religion color national origin ancestry age physical or mental disability sex sexual orientation gender identity/expression pregnancy veteran status marital status creed status with regard to public assistance genetic status or any other status protected by federal state or local law.

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