Senior Manager – Customer Care Operations

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Oversee the comprehensive strategy for International Customer Care Operations across all markets.

• Develop and enhance scalable customer service and support functions.

• Manage teams responsible for customer service, order management support, country lead coordination, business systems, renewals, analytics, and continuous improvement.

• Collaborate with Commercial, Operations, Supply Chain, IT, Quality, Regulatory, Finance, and Country teams.

• Set up and track customer experience metrics and performance dashboards.

• Propel continuous improvement through Lean principles and data-driven insights.

• Govern and refine customer service procedures across various regions.

• Define service standards for phone, email, digital, and other support channels.

• Create and execute strategies that support recurring deliveries, renewals, contract fulfillment, and service continuity.

• Advocate for Voice of the Customer initiatives and assess feedback, complaints, surveys, frontline insights, and operational trends.

• Lead root-cause analysis and initiate corrective actions.

• Propel customer journey enhancement initiatives with Country Leads and regional stakeholders.

• Manage processes associated with CRM, ERP, Genesys, and other customer support platforms.

• Supervise Customer Care Training, operational readiness, standardized processes, knowledge management, and quality monitoring.

• Assist in product launches through training, planning, documentation, staffing, and systems readiness.

• Generate executive-level reporting and analytics.

• Direct customer renewal programs in eligible markets.

• Establish accountability for the complete customer lifecycle execution, fulfillment, shipment continuity, renewals, and service delivery.

• Travel to the customer center located in Porto.

⛳️ Requirements

• A Bachelor's degree or an equivalent combination of education and relevant experience.

• Extensive experience leading customer-facing operations in a highly regulated industry.

• Proficient in managing customer service, sales support, order processing, technical support, or contact center functions.

• Proven track record of leading large-scale operational enhancements, service transformation initiatives, and cross-functional programs.

• Strong understanding of customer service operations, workforce management, quality monitoring, performance metrics, and vendor management.

• Familiarity with Salesforce CRM, contact center technologies, cloud-based telephony, ERP systems, and customer support platforms.

• Excellent analytical skills with the capability to convert data into actionable business insights and recommendations.

• Demonstrated ability to build relationships and influence stakeholders across various functions and regions.

• Knowledge of healthcare, medical device, or other regulated environments is highly desirable.

• Experience managing third-party customer service vendors or BPO partners is a plus.

• Background in supporting complaint handling processes and quality recordkeeping is beneficial.

• Proficiency in English is mandatory; additional language skills are a plus.

• Willingness to travel internationally up to 25% of the time.

🏝️ Benefits

• The opportunity to shape strategy and enact significant change on a global level.

• A highly collaborative environment with skilled colleagues across various functions and regions.

• Access to advanced healthcare technology and innovative customer solutions.

• The independence to lead transformational initiatives and achieve measurable business results.

• The opportunity to develop teams, enhance capabilities, and contribute to the organization's future growth.

• A collaborative and innovative workplace.

• An environment that celebrates achievements and promotes well-being.

• An inclusive, equal-opportunity workplace.