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Director of Customer Service Operations Lead

1 month ago

Needham, United States King & Bishop Full time
Director of Customer Service Operations

Our client company, a leader in restoring health and improving the quality of life for patients with physical disorders, is seeking 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.

As a key member of the Commercial Operations team, the Director of Customer Service Operations will be responsible for managing a team of seven direct reports and leading the Customer Service Division.

The ideal candidate will have a strong background in process improvement, ERP systems, and logistics management, with excellent team management skills and the ability to collaborate with cross-functional teams to achieve operational and organizational goals.

Key Responsibilities:

  • Lead and manage the operations team, 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.

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, 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.