Director, Customer Service

Changing lives. Building Careers.

Joining us is a chance to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, our colleagues are challenging what’s possible and making headway to innovate new treatment pathways to advance patient outcomes and set new standards of care.

• Lead a team of 3‑5 Customer Service Senior Managers, Managers, and Supervisors, managing both direct and outsourced teams totaling 50+ contact center representatives; plan, develop, and direct all aspects of contact center operations.
• Ensure overall performance of contact center operations; directly or through partnership with Business Process Outsource rs, deliver on service levels (SLAs) and key performance indicators (KPIs).
• Implement monitoring systems and tools to track process performance, identify bottlenecks or inefficiencies, and report on performance to relevant stakeholders.
• Design, implement, and optimize processes within the organization, with a focus on enhancing efficiency, effectiveness, and quality across customer‑facing operations, including touchpoints in the O2C cycle.
• Collaborate with stakeholders across regions, departments, and organizational levels to align processes with business objectives; engage with senior executives and functional teams to understand their needs and address concerns.
• Establish and maintain governance frameworks, defining process standards, policies, and procedures to ensure consistency, compliance, and alignment across regions or departments.
• Ensure process documentation is comprehensive and accessible; review and approve standard operating procedures (SOPs), work instructions, and training materials.
• Lead process improvement initiatives, encouraging innovation, automation, digitization, and standardization to enhance operational effectiveness, including efficiency gains across Order‑to‑Cash related workflows.
• Support organizational change management efforts related to process improvements; communicate changes effectively, manage resistance, and provide training, guidance, and resources for smooth adoption.
• Identify and manage risks associated with processes, ensuring compliance with regulations, industry standards, and internal policies; implement controls and conduct periodic audits.
• Collaborate with IT teams to leverage technology solutions that enhance process efficiency, including automation and digital tools that impact the end‑to‑end customer experience. identify technology needs, evaluate and select appropriate tools, and oversee the implementation and integration of technology solutions into the process.
• Build and maintain relationships with external partners, vendors, and service providers to ensure service quality and performance standards are met.
• Serve as a key contributor in company‑wide projects or initiatives supporting growth strategy and business priorities, particularly those impacting customer experience and order‑to‑cash efficiency.

Education:

• Bachelor's degree in a relevant field such as Business Administration, Management, Finance, or a related discipline.

Experience:

• 12+ years of extensive experience in Customer Service or a related field.
• 10+ years of experience leading teams.
• 1–3 years of experience managing the delivery of services in an outsourcing relationship.
• Proven track record of process ownership, process improvement, and driving operational excellence.
• Strong ability to work across multiple functions or departments to streamline processes, standardize practices, and enhance operational efficiency; experienced in collaborating with stakeholders from diverse areas and aligning process objectives with organizational goals.
• Experience leading large‑scale process transformation initiatives, including managing change, influencing stakeholders, and addressing resistance to change effectively.
• Strong analytical and problem‑solving skills to identify process bottlenecks, analyze data, and make informed decisions to optimize processes and improve efficiency.
• Excellent communication and interpersonal…