VP, Customer Support Operations

4 weeks ago

Salt Lake City, United States bioMérieux SA Full time

The VP, US Customer Service Operations is responsible for bringing strategic vision, operational excellence and innovation to the customer service operations teams which includes partnering with the sales organization and customer from pre-close through installation, implementation, ongoing maintenance, technical support, and product training. Accountable for leading a best-in-class, award-winning team of highly technical and analytic members focused on high quality service delivery and responsible for implementations, technical integrations, support services and reporting. The position will report to the General Manager & Head of Clinical Operations North America. Primary Duties Serve as a voice of customer and voice of field advocate as well as customer service and support domain expert in helping to develop the North America Clinical Operations strategy. Lead the execution and deployment operationally and organizationally of the North American Clinical Operations strategy. Develop and lead the execution of the strategy for the Customer Service Operations function in alignment with the overall NACO strategy. Create and lead a diverse and high-performing team of inspired employees in the Customer Service Operations function. Drive the achievement of strategic Customer Service Operations priorities including customer satisfaction/loyalty, revenue, profit, and cost-controls. Identify and deploy new and innovative ways to support customers and improve the current operating models and processes to reach, maintain and continuously improve on high levels of customer loyalty and satisfaction, case resolution; drive operational excellence and financial outcomes. Lead the implementation of business & customer-critical programs or projects. Partner with Product Management and Marketing to ensure the North American needs for serviceability, customer engagement and customer experience are incorporated into new product and process development. Accountable for managing and monitoring the quality of customer service provided, ensuring delivery of support meets contractual and company quality standards in a compliant manner. Align cross-functionally with other global and regional customer-facing functions to provide exceptional customer experience, improve product adoption outcomes and customer satisfaction. Ensure that all processes reflect current best practices and regulatory standards. Accountable for developing and maintaining a comprehensive suite of reports (scorecards, dashboards, etc.) that create the foundation for cross-functional communication of service & support performance and provide a springboard for identification of opportunities. Recruit, retain, develop, and coach team members and top talent to perform all work in compliance with company quality procedures and standards. Performs other duties as assigned. Training and Education Bachelor’s degree in business, life science, or related field or equivalent work experience. Advanced degree preferred. Experience 10+ years of experience required in IVD or medical device industry. 8+ years proven experience as a senior customer operations leader or similar relevant role. Expert in process optimization and innovation to measurably change outcomes. Demonstrated expertise in team building and KPI-based management to ensure achievement of organizational priorities. Experience of managing large and complex budgets and proven ability to manage and control costs effectively. Knowledge, Skills, and Abilities Excellent communication skills – written, verbal, persuasive and influential. Excellent interpersonal, investigation and conflict resolution skills, with the ability to form strong cross-functional relationships. Demonstrated leadership of geographically distributed scientific and/or technical teams. Proven people management experience and skills, especially in building, leading, and motivating large teams and of managing performance and conduct fairly and decisively, ensuring retention of newly hired and highly qualified team. #J-18808-Ljbffr

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