Director, Recipient Customer Service

Key Responsibilities

• Act as a strategic business partner with regional and global customer service people leaders and subject matter experts to implement changes to improve the customer service delivery experience across in and out of warranty delivery channels.
• Develop and monitor SLAs, KPIs, and other relevant insights, regularly present data to North American Executive Team and additional Global Leaders
• Lead people leaders that oversee in and out of warranty customer service support functions including product support / troubleshooting, operations analysis, data quality, configuration management, UAT, upgrade and order management/, and continuous improvement that deliver services and work product across customer experience, reimbursement operations, and supply chain.
• Manage the telephony call center application including overall performance, routing enhancements, call segmentation, roadmap development to deliver planned service levels.
• Drive and shift routine, high‐volume back-office work global shared services through leveraging business process outsourcing.

Qualification & Requirements

To add value to Cochlear in this role you’ll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

• Bachelor’s degree in business management, or applicable field. Master’s degree in applicable field preferred.
• Process Improvement certification preferred or proven experience in this discipline.
• 10+ years of experience leading teams with direct team management responsibility
• Working knowledge of commercial and government insurance services related to a medical device company.
• Progressive and expanding management experience in leading teams within customer service, business operations, or customer service‐oriented environment.
• Proven track record of applying the principles of customer service and process improvement methodologies
• Proven track record of proactively disrupting the status quo in a positive way and continuously elevating the customer and team member experience through process
• Demonstrated success in leading a group of subject matter experts and people leaders within a diverse combination of disciplines that support the daily operations of the business.
• Emphasis on people management to motivate and structure a positive working environment in order to mitigate turnover, maintain productivity, quality expectations, drive a connection / relationship with all levels of staff.
• Ability to take ownership of opportunities for improvement and bring them to resolution creating customer advocates
• VISA ELIGIBILITY
  • The selected candidate must be legally authorized to work in the United States
  • Must possess work rights in the United States to be considered.

Benefits

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Pay Range in the United States: $165,000 – $180,000 per year based upon experience, as well as an annual bonus opportunity of 20% of base salary. Exact compensation may vary based on skills, experience, and location.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.