Product Support Sr. Manager
hace 1 día
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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Guadalajara, México Insulet Corporation A tiempo completoInsulet 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...
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Guadalajara, México Servicios Comerciales Amazon M A tiempo completoBachelor degree in a field with a strong emphasis on business or technology. - 4+ years of experience in product management. - Experience in using data and metrics to define business strategy and gain executive support for new visions. - Experience in creating and managing complex, cross-team project plans; prior success in driving execution of large-scale...
