Diagnostic Support Center Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a team of approximately 5–7 Diagnostic Sales Representatives.

• Set performance benchmarks and track both individual and team productivity.

• Foster a customer-centric, high-achieving workplace culture.

• Oversee staffing, scheduling, onboarding, training, and employee development initiatives.

• Evaluate staffing requirements and assist in workforce planning to ensure adequate coverage and service delivery.

• Encourage employee engagement, responsibility, collaboration, and ongoing learning.

• Supervise the daily operations of the Diagnostic Support Center.

• Ensure that service levels, quality benchmarks, and turnaround times are consistently met.

• Create and enhance workflows, escalation procedures, and case management processes.

• Facilitate the administration, adoption, and ongoing enhancement of support technologies, systems, and tools.

• Identify and execute process enhancements to boost efficiency and service delivery.

• Provide effective support for diagnostic systems, resolving issues, and addressing customer inquiries.

• Act as an escalation point for intricate service or customer issues.

• Collaborate with field service, technical operations, quality, regulatory, and product teams.

• Ensure that support activities comply with company policies, quality standards, and relevant regulatory requirements.

• Monitor and report on KPIs, including response time, case resolution time, first-contact resolution, customer satisfaction, and team utilization.

• Analyze patterns and propose actions to enhance service performance.

• Prepare operational reports and convey results, risks, and recommendations to leadership.

• Support initiatives aimed at improving efficiency, service quality, and support center performance.

• Identify operational risks, trends, and emerging challenges while recommending corrective measures.

⛳️ Requirements

• Over 5 years of experience in diagnostic support, customer service operations, or service center management.

• Proven experience managing service metrics, operational performance, and team development.

• Strong problem-solving, decision-making, and organizational capabilities.

• Excellent written and verbal communication skills.

• Ability to collaborate cross-functionally in a dynamic environment.

• Experience in diagnostics is preferred.

• Knowledge of quality systems and regulatory requirements pertaining to diagnostics is preferred.

• Familiarity with CRM, ticketing, knowledge management, and reporting tools is preferred.

• Continuous improvement training or certification is preferred.

🏝️ Benefits

• Eligibility for an annual bonus plan.

• Comprehensive medical, dental, and vision insurance.

• Disability and life insurance coverage.

• Family planning programs offered through Maven Clinic.

• Diabetes management support provided through Livongo.

• Coverage for women’s health services.

• Support for adult and elder care.

• Paid parental leave benefits.

• 401(k) plan with company matching contributions.

• Paid time off totaling up to 120 hours.

• 13 paid holidays, including 3 floating holidays.

• Paid sick leave benefits.

• Health and wellness programs available for employees and their families.

• Support for continuous learning and personal development.

• A work-life balance and collaboration-focused environment.