Sr. Customer Service Manager

POSITION SUMMARYThe Senior Manager is responsible for leading all aspects of service delivery and experience for our US customer service team. The Senior Manager will drive for service excellence through development programs that continually provide growth for our concierge team and improvement in services offered. This role will manage our call center vendor and lead quality and training initiatives as continuous improvement to our customer experience. Provides strategic vision for programs to align with commercial goals and initiatives. The Manager will identify and execute a variety of projects, utilizing Total Quality Management (TQM) methodology to achieve efficiency and/or to improve the customer experience.

POSITION QUALIFICATIONSThe specific minimum competencies needed to perform the essential duties of the job include knowledge, skills, abilities, level of education, and experience necessary for successful performance. These competencies are generally demonstrated through specific service, education, or training.

Knowledge: Experience in Call Center management and IVR systems. Strong project management skills.Strong relationship development and collaboration skills. Prior experience managing or leading teams.Experience in systems implementation and change management. Strong system skills and the ability to learn new systems quickly.

Skills & Abilities: Ability to work under tight deadlines and manage multiple projects at a time.Experience in process improvement and proven track record of streamlining activities.Strong system skills and the ability to learn new systems quickly.

Level of Experience: 6 years of related experience in Customer Service Management and Sales support.

Level of Education: BA in business or related field or equivalent experience.

Travel: As needed

ESSENTIAL DUTIES AND RESPONSIBILITIESThe core tasks, duties, and responsibilities that must be performed on the job.Develop a well-educated and informed team to act as resources that “force multiply” the effectiveness of the individual field sales rep. Drive efficiency for our sales leaders and related teams through the standardization of processes and centralization of policies and SOP information. Work with Supply Chain, Distribution, and Sales team members to manage order escalation, prioritization and communication related to order trends.Build relationships with commercial leaders across the business segments and develop support initiatives and capabilities that directly align with strategic plan achievement.Work closely with leaders to determine performance expectations and scoring mechanisms to bring clarity to meeting our goals. Prepare and manage budget to align programs to support business objectives.Work with the other Commercial Operations teams as well as Sales, Finance, Operations, Marketing, IT and other functional groups to identify, recommend and implement streamlined and automated processes.Streamline current processes to increase efficiency using TQM. Drive culture of continuous improvement.Develop a high-performance teamImprove patient outcomesMeaningfully impact the company’s short-term and long-term success Work closely with leaders across the organization Grow your role as you see fit Learn everything there is to know about respiratory medical device manufacturingCreate an inspiring workplace

OTHER RESPONSIBILITIESFocus on achieving our Company mission.Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety. Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.Contribute to building and maintaining a positive team environment.Assure all policies and guidelines are implemented and followed.

QUALITY POLICY At AirLife, Quality is our promise. It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements.

DEIA STATEMENTAt AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.