VP, Customer Support Operations

3 weeks ago


Durham, United States bioMérieux Full time

Description 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 & customer from pre-close through installation, implementation, ongoing maintenance, technical support and product training. Accountable for leading best-in-class, award-winning team of highly technical and analytic team 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. Develops and leads 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. Qualifications 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. Working Conditions and Physical Requirements Ability to remain in stationary position, often standing, for prolonged periods. Ability to ascend/descend stairs, ladders, ramps, and the like. Ability to wear PPE correctly most of the day. Ability to operate heavy machinery. Ability to adjust or move objects up to 50 pounds in all directions. Domestic travel required ____ % of time. International travel required ____ % of time. Supervisory Responsibilities N/A Management Scope Check Appropriate Decision-making Authority Below Decisions with long-term impact With little-to-no supervisory review With supervisory review/approval required Decisions with short-term impact With little-to-no supervisory review With supervisory review/approval required Although the Company has attempted to accurately and thoroughly describe the requirements of this position, the Company reserves the right to change this description, including the right to change, add, or subject to the duties described herein at any time, with or without notice. BioFire Diagnostics, LLC. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. #J-18808-Ljbffr



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