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Grifols · 2 days ago

Customer Service Manager

North Carolina, United States

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

Grifols is a global healthcare company focused on improving health and well-being since 1909. The Customer Service Manager will lead the Donor Care channel, ensuring vendor performance, service quality, and regulatory compliance while driving donor satisfaction and retention.

BiotechnologyHealth CareManufacturing

Responsibilities

Establish vendor governance and contract oversight: define SLAs, KPI targets, quality frameworks, compliance controls, and cadence (QBR/MBR) to ensure the partner meets performance commitments across channels

Develop and implement customer service standard guidelines and policies to enhance satisfaction and key metrics across all platforms

Build and operate KPI dashboards: configure Salesforce Service Cloud (or equivalent) to track real‑time performance (AHT/TMO breakdown, FCR, CSAT/NPS, abandonment, backlog, QA scores) and link trends to business outcomes

Own Donor Care SOPs and playbooks: codify IVR dialogues, agent scripts, escalation matrices, and “use cases to resolve,” ensuring standard handling and auditability

Lead CX design initiatives in coordination with MKT: map donor journeys, identify pain points from “voice of donor” analytics, and prioritize improvements that reduce effort and increase transparency

Drive decision‑making agility: use data and vendor input to take timely actions (staffing changes, training interventions, knowledge base updates, process fixes)

Coach the vendor team: guide supervisors and agents on empathy, compliance, and performance management; run calibration and QA sessions to standardize service

Coordinate internally: align with Operations/IT/Quality/Marketing on campaigns, incidents, releases, and policy changes affecting donors; own communication to centers

Manage budget and optimize cost‑to‑serve: balance service levels with productivity, automation, and self‑service adoption; propose ROI‑backed improvements

Ensure regulatory compliance: embed plasma‑industry requirements and data privacy/security controls in all processes and tools; maintain audit readiness

Plan for scale and change: prepare the channel for seasonal peaks and geographic expansion; lead change management for technology and process evolutions

Lead and support customer care, focusing on training, performance management, and aligning team goals with business objectives to improve service quality

Stay updated on industry trends and emerging technologies, preparing customer care operations for growth and scalability during peak periods or geographic expansion. Provide guidance to support improvement initiatives and to help drive change

Qualification

Salesforce Service CloudCustomer experience designVendor governanceKPI trackingData-driven improvementsProcess improvementStrategic planningSpanish fluencyInterpersonal skillsProblem-solving

Required

BS Degree in Business Administration, Marketing or Communications

Minimum 8 years in customer service leadership or contact-center management, including at least 3 years managing outsourced/vendor operations with formal SLA/KPI governance

Minimum 3 years hands-on experience with Salesforce Service Cloud (or equivalent), including dashboard design and KPI tracking

Direct experience in designing IVR scripts, escalation models, QA calibration, and codifying SOPs/playbooks

Track record of data-driven improvements (AHT/TMO optimization, FCR lift, CSAT/NPS gains, backlog reduction) tied to ROI

Comfortable presenting performance and improvement plans to C-level and senior leadership

Demonstrated ability to interpret contact center KPIs and translate trends into actionable business strategies that drive donor outcomes and align with Grifols' mission

Proven experience in strategic planning, optimizing cost-to-serve, and ensuring quality and compliance

Brings agility in decision-making, leveraging data, vendor input, and feedback to lead teams and deliver timely results

Deep expertise in service operations, including SLAs, escalation paths, QA frameworks, IVR dialogues, and workload management

Skilled in customer experience (CX) design, journey mapping, and voice-of-donor analytics

Demonstrates empathy and emotional intelligence in donor interactions, and a coaching orientation to elevate vendor and team performance

Advanced proficiency in Salesforce Service Cloud (or equivalent), including case management, workflows, reporting, and dashboard configuration

Strong ability to interpret data, identify automation and self-service opportunities, and champion technological change through continuous learning

Expertise in vendor governance and contract oversight, with strong cross-functional communication skills to align Operations, IT, Quality, Marketing, and plasma centers

Influences without direct authority, builds trusted relationships, and drives alignment across diverse teams. Brings a customer-centric mindset, excels in collaboration, and leads change with an entrepreneurial approach

Strong background in customer research, analytics, process improvement, and performance management

Ability to develop long-term strategies for scaling operations

Excellent problem-solving, decision-making, and interpersonal skills

Proven leadership in managing, training, and mentoring customer service teams

Works independently, plans effectively, and thrives in dynamic environments