Senior Manager Customer Care Operations
Core
Provide strategic leadership for international customer care operations, driving service excellence and operational performance across multiple regions for a diabetes technology company.
Role type
Senior Manager, Customer Care Operations
Builds
Scalable customer service and support capabilities, service transformation initiatives, and end-to-end customer lifecycle execution.
Domain
Medical device / Diabetes technology / Healthcare
Deliverable
Dashboards & analysis
Required skills
Strategic leadership, operational expertise, cross-functional program management, workforce management, quality monitoring, vendor management, data analytics, stakeholder influence
Preferred skills
Healthcare/medical device industry knowledge, BPO/vendor management experience, complaint handling processes
Technologies
Salesforce CRM, Genesys, ERP systems, cloud-based telephony
Responsibilities
Lead international customer care strategy and governance; build scalable support capabilities; partner with Commercial, Supply Chain, and IT teams; establish service standards and metrics; drive continuous improvement via Lean principles; lead customer renewal programs; oversee training and product launch readiness; develop executive-level reporting.
Seniority
Senior, hands-on IC with strategic oversight