Senior Manager Customer Care Operations
Core
Provide strategic leadership across international customer care operations, driving service excellence, operational performance, and customer satisfaction for a global MedTech company.
Role type
Senior Manager, Customer Care Operations
Builds
Scalable customer service and support capabilities, international customer care strategies, and end-to-end customer lifecycle execution.
Domain
Medical device / Diabetes technology / Healthcare
Deliverable
dashboards & analysis
Required skills
Strategic leadership, operational expertise in regulated industries, cross-functional program management, data-driven process improvement, stakeholder influence, vendor management, analytics, CRM/ERP system ownership.
Preferred skills
Healthcare/medical device industry knowledge, BPO/vendor management experience, complaint handling processes, additional languages beyond English.
Technologies
Salesforce CRM, Genesys, ERP systems, cloud-based telephony.
Responsibilities
Lead international customer care strategy; build scalable support capabilities; partner with Commercial, Supply Chain, IT, and Finance teams; establish and monitor customer experience metrics; drive continuous improvement using Lean principles; define service standards across channels; lead customer renewal programs; own business processes for support platforms; provide strategic oversight of training; support product launches; develop executive-level reporting.
Seniority
Senior, hands-on IC with strategic oversight