Integra LifeSciences · 1 week ago
Manager, Customer Service
US-NJ-Princeton-100-Headquarters
Full-time
Hybrid
Mid Level
$109K/yr - $150K/yrIntegra LifeSciences is a company dedicated to innovating new treatment pathways to advance patient outcomes in healthcare. The Manager, Customer Service is responsible for overseeing customer service and order management operations in the US, focusing on order accuracy and revenue conversion while collaborating with various stakeholders to enhance the customer experience.
BiotechnologyHealth CareLife ScienceMedicalMedical Device
No H1B
Responsibilities
Lead U.S. customer service and order management execution, driving timely, accurate processing and seamless handoffs throughout the Order-to-Cash lifecycle
Drive revenue conversion by minimizing order holds and order backlog through proactive issue identification and resolution
Partner with Sales, Finance and Operations to resolve pricing, credit, supply and other constraints impacting order release and fulfillment
Analyze order patterns, order backlog drivers, and conversion trends; translate insights into corrective actions and process improvements
Ensure consistent, high-quality customer interactions that support retention, growth, and long-term partnerships
Manage complex customer escalations to resolution, balancing customer expectations with commercial and operational realities
Solicit and analyze customer feedback to identify systemic issues impacting service quality and order conversion
Integrate customer insights into continuous improvement and Customer Experience roadmaps
Jointly accountable for service performance with internal teams and BPO partners, delivering against defined SLAs and KPIs
Establish transparency through operational reporting across Order Management and Order-to-Cash processes, including order backlog, cycle time, and conversion metrics
Lead continuous improvement initiatives that drive scalable growth, increase productivity, and elevate the customer experience
Evolve processes and enabling technologies to improve the effectiveness and efficiency of the operations while strengthening customer outcomes
Maintain and communicate the policies, processes, and systems knowledge necessary for BPO partners to successfully fulfill their operational responsibilities
Act as a key contributor to enterprise initiatives supporting growth strategy, new product launches, and operational excellence
Collaborate cross-functionally to align priorities, remove barriers to execution, and drive integrated solutions
Perform additional duties and special projects as assigned
Qualification
Required
Ability to travel 10–20%, including international travel
Flexibility to work during company and public/bank holidays, subject to local law
In-office work is required a minimum of three (3) days per week
Must be authorized to work in the U.S. without future sponsorship
Benefits
Medical
Dental
Vision
Life insurance
Short- and long-term disability
Business accident insurance
Group legal insurance
Savings plan (401(k))
Company
Integra LifeSciences
Integra LifeSciences is an integrated medical device company.
Founded in 1989
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$350M2018-05-15Post Ipo Equity· $350M
1995-08-25IPO
Leadership Team
Mojdeh Poul
Chief Executive Officer
Lea Knight
EVP and Chief Financial Officer
Recent News
Integra LifeSciences Holdings Corporation
2025-12-02
Company data provided by crunchbase