Product Support Senior Manager

hace 6 días

Guadalajara, Jalisco, México Insulet Corporation A tiempo completo

**About Us**

Insulet Corporation is a leading medical device company dedicated to improving the lives of people with diabetes. Our innovative products and solutions enable individuals to manage their condition with greater ease and confidence.

**Job Summary**

We are seeking a highly motivated and experienced professional to join our team as a Product Support Senior Manager. This key role will be responsible for leading our call center operations, ensuring exceptional customer experience, and driving business growth.

**Key Responsibilities**

  • Develop and implement effective call center strategies to meet customer needs and exceed expectations.
  • Lead a team of customer support specialists, providing guidance, coaching, and training to ensure exceptional service delivery.
  • Collaborate with cross-functional teams to identify and implement process improvements, resulting in increased efficiency and productivity.
  • Design and implement comprehensive training programs to enhance product knowledge and customer service skills.
  • Develop and track key performance indicators (KPIs) to measure call center performance and customer satisfaction.
  • Identify and address customer complaints and concerns, ensuring timely and effective resolution.
  • Stay up-to-date with industry trends, best practices, and regulatory requirements to ensure compliance and excellence.

**Requirements**

  • Bachelor's degree in a related field (e.g., business, marketing, communications) or equivalent experience.
  • Minimum 10 years of experience in call center operations, customer experience, or a related field.
  • Proven leadership experience, with a track record of success in managing high-performing teams.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
  • Ability to travel up to 25% of the time.

**Preferred Qualifications**

  • Experience working in the medical device industry or a related field.
  • Knowledge of FDA regulations and compliance requirements.
  • Experience with call center software and technology.
  • Strong understanding of customer experience principles and practices.

**What We Offer**

Insulet Corporation offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. If you are a motivated and experienced professional looking to make a meaningful impact, we encourage you to apply for this exciting opportunity.

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