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Director of Customer Service Operations

2 months ago

Needham, United States King & Bishop Full time

Our client company, a leader in restoring health and improving the quality of life for patients with physical disorders, is hiring a Director of Customer Service Operations to join their U.S. team.

This position offers an opportunity to lead a dynamic team and drive significant operational improvements in a fast-paced environment. Enjoy working for an organization that values fostering an inclusive, collaborative, and effective team environment.

This role reports directly to the EVP & GM of Commercial Operations for North America, the Director of Customer Service Operations will manage 7 direct reports and lead the Customer Service Division. This role is critical in directing the operations team, streamlining processes, and working with the ERP system. The Director of Customer Service Operations will collaborate closely with the VP of Sales to stabilize field operations, enhance efficiency, and drive organizational success.

What you will do:

  • Lead and manage the operations team of seven direct reports, focusing on talent development, training, and performance improvement to meet organizational goals.
  • Oversee the processing of field and hospital orders, ensuring the accurate and timely delivery of products to over 220 distributors and 2,000 hospitals nationwide.
  • Drive the implementation of new strategies, standard operating procedures (SOPs), and process improvements that consistently meet or exceed monthly and quarterly revenue targets.
  • Manage relationships with third-party logistics (3PL) partners and negotiate shipping rates with FedEx and DHL for both domestic and international shipments.
  • Lead key initiatives, including:
  • Developing sales application to improve sales team performance.
  • Updating and managing NDI and GPO master data within the ERP system.
  • Oversee daily operations, ensuring high standards of service, accuracy, and efficiency across the department.
  • Collaborate cross-functionally with other departments to optimize operational processes and support business objectives.

Qualifications:

  • Proven leadership experience in operations management (3-5 years), preferably in a director-level role or equivalent.
  • Strong background in process improvement, ERP systems NAVISION a plus), and logistics management.
  • Excellent team management skills, with a focus on training, development, and team performance.
  • Experience negotiating with third-party logistics providers and shipping partners.
  • Ability to collaborate with cross-functional teams to achieve operational and organizational goals.
  • Strong analytical and strategic thinking skills, with the ability to manage multiple projects simultaneously.