Product Support Quality Manager
hace 5 días
At Insulet, we're dedicated to empowering our customers to live healthier, more independent lives through our innovative Omnipod product platform. As a key member of our expanding team, you'll play a vital role in delivering exceptional product support to our customers.
Job Title: Product Support Quality Manager
Department: Product Support
FLSA Status: Exempt
Position Overview:
- This role is responsible for leading Insulet's Product Support program, managing internal call center support operations, and liaising with outsourced partner operations.
- The Product Support Quality Manager will execute global product support initiatives, support and sustain new product launches, and directly manage Product Support Specialists.
- This position will work closely with other internal departments to ensure compliance with all reporting requirements (Quality/Regulatory), while maintaining an empathetic and customer-focused Product Support program.
Key Responsibilities:
- Manage product support resources and team members to ensure exceptional customer service.
- Develop effective product support messaging and call center operations that align with Insulet's product marketing messages, product training objectives, and regulatory requirements.
- Develop and maintain a communication network and interface between Product Support (internal and external partners) and relevant internal departments to meet all complaint reporting requirements.
- Manage resources against key performance metrics (average speed of answer, service levels, abandon call rate, handle time, call quality, customer satisfaction, etc.).
- Become a subject matter expert for both product and diabetes care.
- Perform other duties as required.
Requirements:
- Bachelor's Degree with 8+ years of experience and/or equivalent combination of education and experience.
- Leadership experience in a healthcare-related call center environment or leadership experience within the diabetes industry with a strong background in the disease and treatment is required.
- Understanding of how to develop and implement complex product training across a diverse work team (internal and external).
- Experience developing a call center, including design, training, and measurement of compliance and quality management programs is a plus.
- Excellent communication and leadership skills are necessary to effectively manage the department.
- Working knowledge of and experience with FDA complaint reporting requirements for medical devices is strongly preferred.
Preferred Skills and Competencies:
- Developing and building a new team that balances empathetic and technically accurate assistance to customers; demonstrate and lead by example.
- Experience leading improvement projects.
- Working knowledge of Salesforce and Amazon Connect telephony.
- Working knowledge of Microsoft Office programs (e.g. Word, Excel, Access, and PowerPoint). Experience in Adobe Acrobat.
- Ability to communicate at multiple levels of an organization.
- Ability to generate and maintain organized and accurate records.
- Ability to manage, organize tasks, and judge priorities.
- Must be able to interface with a variety of people with different technical levels and educational backgrounds; must be detail-oriented and highly organized; and must be able to produce accurate and timely results while maintaining a customer-service attitude.
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