Product Support Sr. Manager

hace 6 días

Guadalajara, México Insulet Corporation A tiempo completo

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
- We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it Position Overview:
**Responsibilities**:

- Responsible for managing / maintaining Call Center experience for external operations.
- Ensure compliance with established quality, escalation process and call handling procedures.
- Develop the communication network between customer care and external partners to meet all complaint reporting requirements.
- Manage a timely and accurate exchange of information for reporting purposes from the Product Support Team to Insulet Executive Management.
- Identify tiered training curriculum that includes classroom, computer based and text book resources for Product Support.
- Create and manage a Persistency Program focused on enhancing the customer experience and focus on reducing the attrition rate.
- Assume responsibility for reporting metrics and work to create a standard of service for product support which presents a unified voice of Insulet’s customer experience.
- Advocate for and be the voice of the customer experience in cross functional meetings and/or projects.
- Performs other duties as assigned.

Education and Experience:

- Bachelor’s Degree with 10+ years of relevant experience and/or equivalent combination of education and experience.

Minimum Requirements:

- Leadership experience in a Medical Device 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 identify and collaboratively implement complex product training across a diverse work team (internal and external).
- Experience developing call scripts for call center, including design, and measurement of compliance and quality management programs is a plus.
- Prior experience with FDA complaint reporting requirements for medical devices is strongly.

Preferred Skills and Competencies:

- Must having strong working knowledge of Call Center Operations.
- Prior proven experience creating a Customer Care center of excellence that provides a balance of both empathetic and technically accurate assistance to customers; Demonstrated leadership skills.
- Promote an environment where information and knowledge are freely shared between individuals and departments.
- Use data to make informed business decisions.
- Excellent communication.
- Excellent MS Office Skills (Word, Excel, PowerPoint, etc.).
- Prior vendor management experience.

Physical Requirements:

- Ability to travel domestically 25% to 35%.

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