Product Support Quality Manager

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 Job Title: Manager, Product Support

Department: 5600 - Product Support

FLSA Status: Exempt

Position Overview:

- The Manager, Product Support is responsible for Insulet’s Product Support program. This position will manage internal call center support operations and liaison with outsourced partner operations. The Manager, Product Support is expected to execute on 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 we remain compliant with all reporting requirements (Quality/Regulatory), while maintaining and empathetic and customer focused Product Support program.

Responsibilities:

- Responsible for managing product support resources and team members
- Develop effective product support messaging and call center operations that are consistent with Insulet product marketing messages, product training objectives and which meet all regulatory requirements. Ensure compliance with established messaging, escalation process and call handling procedures
- Responsible for developing the communication network and interface between Product Support (both internal and external partners) and relevant internal departments that allow Insulet 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 SME for both product and diabetes care
- Performs other duties, as required.

Education and Experience:
Minimum Requirements:

- Bachelor’s Degree with 8+ years of experience and/or equivalent combination of education and experience
- Leadership experience in a health care 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 both 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.

Physical Requirements (if applicable):

- Ability to travel as business requires up to 20%.