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Senior Customer Service Manager at Medtronic

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Mansfield, Massachusetts

Job Description:


POSITION DESCRIPTION:

The Senior Manager, Customer Service will oversee the departmental operations and financial budgets as one of two leaders for MITG Customer Care. This role includes oversight of key functions to ensure operational effectiveness, financial and regulatory compliance, and a world class customer experience. This role will partner with business partners to understand business requirements and direction in order to develop robust strategies and processes to meet or exceed business unit and customer expectations related to quality and service support.

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POSITION RESPONSIBILITIES:


  • Recruits, manages and develops talent within Customer Care related to Project Management, Continuous Improvement, Training, Process Governance, and Service Quality. Assesses the work of operations, ensuring quality, continuous review and enforcement of policies and procedures, and the attainment of key performance indicators
  • Facilitates the development of operating mechanisms to achieve automation goals and quality key performance indicators
  • Ensures current practices meet or exceed business and customer needs through constant assessment of Voice of the Customer data
  • Ensures staff is properly trained and complying with internal standard operating procedures and work instructions, (both financial Sarbanes - Oxley (SOX) and regulatory compliance) and supports annual department audit readiness and success
  • Serves as customer and business unit advocate and provides high level problem resolution both internally and externally
  • Collaborates with Customer Care and business unit senior leadership to establish and track departmental performance; prepares and presents related l in Quarterly Business Reviews
  • Effectively communicates any changes to processes/policies to staff
  • Promotes an environment/culture of continuous improvement; works with internal Improvement Center of Excellence to initiate and support projects
  • Enables career development and succession planning and completes ongoing compensation analysis
  • Aligns and builds internal and external partner relationships and strategies to enable high quality across the Contract to Cash value stream
  • Manages all required financials to ensure budgetary compliance
  • Performs other duties as assigned


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BASIC QUALIFICATIONS:

THE FOLLOWING ARE BASIC QUALIFICATIONS FOR THIS ROLE:


  • Bachelor's Degree
  • 7+ years of direct people management experience, including at least 3 years in Customer Service, Contact Center, or Supply Chain
  • English fluency for reading, writing and speaking
  • Adaptable to changing situations, and comfort working in a fast-paced environment.
  • Advanced analytical and problem-solving skills for customer challenges, project work and systems/process improvements
  • Strong interpersonal skills; ability to communicate clearly and effectively
  • Positive and professional demeanor
  • Ability to problem solve and make sound decisions via critical thinking
  • Strong ability to mentor others & lead high performing teams
  • Ability to travel 5-15% domestically and internationally


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DESIRED/PREFERRED QUALIFICATIONS:


  • Masters/MBA preferred
  • Strong ability to work in a matrix environment and in cross-functional teams
  • Strong customer focus skills (listening, empathy, solution-focused)
  • Ability to manage an environment focused on customer satisfaction, through building productive internal and external relationships
  • Experience monitoring key performance indicators to benchmark, track and continuously improve overall departmental performance
  • Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
  • Knowledge of the Medical Device industry
  • Lean, Six Sigma and/or Project Management experience