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MED-EL · 13 hours ago

Manager, Service Operations Excellence

Durham, NC

Full-time

Hybrid

Mid, Senior Level

3+ years exp

MED-EL Corporation is a global leader in hearing implant technology and research. The Manager, Service Operations Excellence will elevate the contact center to world-class performance by implementing strategic service strategies, optimizing processes, and ensuring exceptional customer experience in a regulated medical device environment.

Health CareManufacturingMedicalMedical Device

Responsibilities

Understand the roadmap and act as a strategic architect of transformation in resulting projects

Translate annual organizational goals into actionable service strategies that align with customer expectations, compliance requirements, and industry best practices

Implement robust methods to monitor CX across all channels

Deliver actionable insights using resulting qualitative and quantitative data

Map workflows, prioritizing fragmented or reactive areas for streamlining efforts

Foster resilience, adaptability, and a culture of continuous improvement

Sustain improvement through training, education and coaching

Champion automation, digitization, and integrations to improve efficiency and visibility

Analyze volume and temporal patterns across channels to support optimized staffing and scheduling

Provide forecasting and scheduling input to service leads for peak periods and new channel adoption

Regularly review skill groups and routing with managers and reception to ensure that changes in staffing and schedule are reflected in current routing strategies

Define and track KPIs such as service levels, order entry accuracy and timeliness, response times, call quality metrics

Build dashboards to monitor these KPIs and adjust targets as maturity improves

Lead KPI and metrics reviews with team leadership to ensure metrics drive accountability and improvement

Deliver monthly and quarterly service operations reviews to executive leadership

Implement quality assurance methods and tools that utilize current digital technologies to glean valuable quality insights from across all interactions regardless of channel

Handle service-related complaints determining root cause and contributors to uncover processes which should be improved to prevent issues in future

Establish a CX, Marketing, and Sales feedback and alignment rhythm to align customer service delivery and contact center insights with internal and external customer expectations

Oversee department-level programs to successfully onboard new hires, enhance retention, develop expertise and deliver individualized coaching to staff

Partner with managers to develop and implement performance scorecards for staff

Respond to requests for information from Executive Team including KPI requests, quality and performance analyses, readiness assessments for new product introductions, other

Accept special projects and additional assignments as business requires

Lead or contribute to cross-functional initiatives related to customer experience initiatives, process redesign, compliance, or system upgrades

Qualification

Contact center managementCustomer experienceProcess improvement frameworksChange managementQuality assurance programsBusiness intelligence toolsAnalytical skillsStakeholder managementRegulated industry experienceCommunication skillsProject management

Required

Bachelor's degree (MBA preferred)

3+ years in contact center, customer service, quality, customer experience or service operations management within medical devices, pharma, or similar regulated industry

Proven experience transforming customer service operations in medical devices, healthcare, pharma or similar regulated industry

Change management training or credentials preferred

Experience with QA programs, workforce management, and business intelligence tools

Excellent communicator and collaborator; able to influence across levels and functions

Demonstrated success scaling excellence in high-growth environments

Highly organized, great communicator, skilled in stakeholder management

Deep knowledge of medical devices and healthcare including quality systems, FDA, HIPAA

Ability to perform under pressure, including audits and regulatory inspections

Expertise in process improvement frameworks (Lean, Six Sigma, etc.) and project management

Expertise in contact center management, metrics and omnichannel customer engagement

Strong analytical and critical thinking skills

Located in – or willing to relocate to – Durham, NC