Customer Operations Director North America

2 weeks ago

Sarasota, United States BVI Medical Full time
Job Requisition Name Customer Operations Director North America Job Requisition No VN8006 Work Location Name USA - Sarasota Worker Basis Full Time Worker Type Employee Applications Close Date Mar 08, 2024 Company

BVI® is refocusing the future of vision.

As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes:Beaver® (Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) and PhysIOL® (Premium IOLs), andspans more than 90 countries.

We've set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept - taking pride in delivering innovative solutions for our physicians and patients, based on their needs. We trust and empower our associates to make decisions and solve problems because collaboration drives us. Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.

Learn more at www.bvimedical.com

Purpose
The Customer Operations Director is responsible for leading the Customer Service and Sales Operations teams for North America. Responsibilities include developing and implementing BVI's Customer Service Strategy to deliver exceptional services to BVI's customers. The incumbent will motivate, monitor, manage and develop their leadership team to drive excellence in Customer Operations. They will help build and drive a culture of continuous improvement whilst delivering efficiencies through use of technology and simple, scalable processes. Maintain sustainable relationships of trust through open and interactive communication both internally & externally to ensure alignment of b usiness objectives. Play a crucial role as an advocate for the customer and customer experience within BVI.

Key Responsibilities
  • Develop and deliver the Customer Operations strategy working alongside the Global Head of Customer Operations
  • Manage, coach and train Customer Service Team Leads, Specialists & Associates.
  • Drive continuous improvement ethos & actions to deliver exceptional customer service efficiently.
  • Build and maintain effective relationships with other key internal stakeholders.
  • Implement approaches with your leadership team to Measure and monitor team performance, ensuing relevant training modules are completed and quality work is delivered to expected timelines
  • Coach and develop leadership team so that workload is prioritised, and organized ensuring deadlines are met and enquires are answered promptly.
  • Prioritise on workload to deliver on agreed objectives, able to challenge where adjustments required
  • Establish and drive analysis and timely production of reports, KPI's and metrics
  • Develop and support the one BVI culture by working to align and create consistent processes across the globe. Act as a change agent in this regard and lead your team accordingly
  • Work collaboratively across functions and regions to drive a cohesive approach to customer experience across the organisation
  • Be willing and able to support any country across Europe as and when required by carrying out daily activities and supporting customers
  • Manages staff in accordance with organization's policies and applicable regulations. Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems. Approves actions on human resources matters
  • Other duties, special projects as required
Qualification
  • Fluent professional English and 1 other European core languages would be desirable
  • Experience of leading teams managing indirect markets
  • Excellent communication & interpersonal skills
  • Excellent problems solving skills with high energy and adaptability
  • Leadership, coaching & motivational skills.
  • Ability to balance multiple priorities
  • Ability to be calm & consistent under pressure.
  • Ability to establish and maintain effective working relationships with coworkers, managers and clients.
  • Able to work within an environment of consensus and cultural sensitivity.
  • Model BVI's values in everyday interactions.
  • Delegate and empower effectively
  • Positive interaction with members of organisation
  • Must have excellent PC/system skills and be computer literate with the ability to learn software programs e.g. Microsoft Office and other databases (ERP Systems)
  • Understand, communicate and demonstrate BVI Vision & Core Values
  • Minimum 5 years experience of leading a team in a senior capacity with multi region responsibility including export markets
  • Bachelor's degree in business or related field and 5+ years relevant experience; or equivalent combination of education, training and experience.

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