Manager, Regional Customer Experience
1 month ago
RxSight® is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the world’s first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company’s mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.
OVERVIEW:
The Manager, Regional Customer Experience, is responsible for managing regional Clinical Training Specialists (CTS) to provide world-class training and support for physicians and staff on the use and integration of RxSight products and technology. Position will manage CTS team to support clinical efforts at Customer site(s) via clinical support and monitoring surgery, supporting clinical evaluations and LDD treatments, reviewing post-operative visits and patient follow-ups and supporting clinical data collection for completion and compliance with Good Clinical Practice (GCP). Position will ensure consistent, high-level support to Customer sites, fostering full integration of RxSight products and device-related clinical methods into their clinical practice. Position will manage support of commercial customer sites as well as investigational study sites in a highly regulated environment, providing timely data feedback and reporting as needed. Position will interact heavily with Customers and CTS team as well as internal RxSight departments to maintain a well-developed, transparent communication path to ensure the voice of the customer is clearly and consistently heard.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Manage CTS team to train Physicians and Staff on RxSight technology and best practices.
- Communicate with sites to identify key on-site personnel, set proper expectations to ensure full site readiness to accept RxSight technology prior to customer onboarding.
- Ensure staff supporting physicians are fully educated and trained on RxSight technology to full competence, enabling Rapid Adoption of RxSight technology within the customer site.
- Oversee and manage Customer introduction, onboarding and ongoing training/educational activities to ensure full operational competence in compliance with current Standard Operating Procedures (SOPs) as directed.
- Ensure continuous procedure and training adherence for trained CTS, staff and physicians by conducting periodic audits of the effectiveness of the Clinical Training program.
- Manage team and assist with customer complaint-handling, investigation and follow-up, as applicable.
- Manage support of Clinical Study sites to include: monitoring and maintaining compliance to clinical protocols, data integrity, data collection, documentation and transfer practices.
- Manage and assist with On-the-Job Training (OJT) of new RxSight clinical applications personnel to ensure training effectiveness and competence to training standards.
- Manage CTS team to provide consistent clinical support to set expectations and properly educate and train customers with regards to patient evaluation/selection, RxLAL implantation as well as postoperative evaluation and LDD treatments with a focus on patient safety, customer support and continuous improvement of the Clinical Training program.
- Provide strategies and feedback for implementing clinical methodology to optimize results of RxSight technology.
- Assist and/or lead troubleshooting efforts regarding unexpected clinically-relevant incidents; involving other members of the company for support and/or expertise as deemed appropriate.
- Monitor and ensure updates to the Training Portal regularly to ensure accurate reflection of CTS/customer activity as well as training readiness of each customer site.
- Manage team to provide excellent Customer support for customers assigned within geographical region as measured by periodic Customer Satisfaction Surveys.
- Monitor and analyze trends within your specific region and ensure communication to the Associate Director, Regional Customer Operations, Senior Director, Field Support, RD&E and other departments as appropriate for continued process improvement.
- Attend and support global trade shows, meetings and conferences when required.
- Manage and assist with clinical data collection, analysis and presentation as needed.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
- Demonstrable ability to liaise with individuals of all levels, to include surgeons, clinical staff and facility administrators.
- Significant clinical experience including planning of cataract surgery, refractions/biometry and associated device operations.
- Strong knowledge of the cataract patient diagnostic and evaluative process at the clinic level, including patient flow.
- Strong understanding and OR experience related to Cataract Surgery.
- Proven and excellent communication skills, written and verbal.
- Ability to travel up to ~75% of the time.
- 10+ years Clinical experience in ophthalmic or comparable industry.
- Ability to legally operate a motor vehicle and travel without restriction in the applicable region of the world.
SUPERVISORY RESPONSIBILITIES:
- This position will have managerial responsibilities to include day-to-day operational management of regional CTS team, participation in recruiting/interviewing/hiring of new employees, oversight and approval of expense reports within guidelines of T&E Policy, oversight and approval of direct employee PTO, performing performance reviews, ensuring personal and team compliance with RxSight Value and Behaviors.
EDUCATION, EXPERIENCE, and TRAINING:
- BSc Optometry, Master of Optometry, and/or BA/BS with three to five years related experience and/or training; or equivalent combination of education and experience. Previous managerial experience.
- Training to be completed per the training plan for this position as maintained in the document control system
- The training requirements on TRN-10007 Insider Trading Policy, TRN-10008 Global Anti-Bribery and Anti-Corruption Policy and TRN-10009 Code of Business Conducts and Ethics must be diligently completed within 30 days from the hiring date and on an annual basis
CERTIFICATES, LICENSES, REGISTRATIONS:
- Formal training in vision sciences, such as at a recognized optometry program or industry training. COT/COA/COMT/CCOA/ROUB highly desirable.
COMPUTER SKILLS:
- MS Office Products
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