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Customer Service Manager

2 weeks ago

Raleigh, North Carolina, United States Grifols Full time

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Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

Direct responsibility for designing, managing, and maintaining customer success solutions to drive retention, reduce churn, and increase satisfaction. Possess a customer-centric mindset with a solid background in customer research and experience design. Oversee the design, implementation, and management of processes to ensure consistent donor experience across Biomat USA plasma centers.

Role Purpose: Lead the Donor Care channel for Grifols as an outsourced/externally operated service, ensuring vendor performance, service quality, and regulatory compliance. Translate business vision into measurable KPIs and governance routines that drive donor satisfaction, retention, and cost‑to‑serve optimization across all touchpoints (voice, chat, email, app).

Scope: Own the Donor Care operating model (policies, SLAs, dashboards, escalation paths) and orchestrate internal stakeholders (Operations, IT, Quality, Public Affairs, Marketing) to resolve systemic issues and continuously improve the donor journey.

Responsibilities

  • Establish vendor governance and contract oversight: define SLAs, KPI targets, quality frameworks, compliance controls, and cadence (QBR/MBR) to ensure the partner meets performance commitments across channels.
  • Develop and implement customer service standard guidelines and policies to enhance satisfaction and key metrics across all platforms
  • Build and operate KPI dashboards: configure Salesforce Service Cloud (or equivalent) to track real‑time performance (AHT/TMO breakdown, FCR, CSAT/NPS, abandonment, backlog, QA scores) and link trends to business outcomes.
  • Own Donor Care SOPs and playbooks: codify IVR dialogues, agent scripts, escalation matrices, and "use cases to resolve," ensuring standard handling and auditability.
  • Lead CX design initiatives in coordination with MKT: map donor journeys, identify pain points from "voice of donor" analytics, and prioritize improvements that reduce effort and increase transparency.
  • Drive decision‑making agility: use data and vendor input to take timely actions (staffing changes, training interventions, knowledge base updates, process fixes).
  • Coach the vendor team: guide supervisors and agents on empathy, compliance, and performance management; run calibration and QA sessions to standardize service.
  • Coordinate internally: align with Operations/IT/Quality/Marketing on campaigns, incidents, releases, and policy changes affecting donors; own communication to centers.
  • Manage budget and optimize cost‑to‑serve: balance service levels with productivity, automation, and self‑service adoption; propose ROI‑backed improvements.
  • Ensure regulatory compliance: embed plasma‑industry requirements and data privacy/security controls in all processes and tools; maintain audit readiness.
  • Plan for scale and change: prepare the channel for seasonal peaks and geographic expansion; lead change management for technology and process evolutions
  • Lead and support customer care, focusing on training, performance management, and aligning team goals with business objectives to improve service quality
  • Stay updated on industry trends and emerging technologies, preparing customer care operations for growth and scalability during peak periods or geographic expansion. Provide guidance to support improvement initiatives and to help drive change

EDUCATION
BS Degree in Business Administration, Marketing or Communications

Experience

  • Minimum 8 years in customer service leadership or contact‑center management, including at least 3 years managing outsourced/vendor operations with formal SLA/KPI governance.
  • Minimum 3 years hands‑on experience with Salesforce Service Cloud (or equivalent), including dashboard design and KPI tracking.
  • Direct experience in designing IVR scripts, escalation models, QA calibration, and codifying SOPs/playbooks.
  • Track record of data‑driven improvements (AHT/TMO optimization, FCR lift, CSAT/NPS gains, backlog reduction) tied to ROI.
  • Comfortable presenting performance and improvement plans to C‑level and senior leadership.

KNOWLEDGE | SKILLS | ABILITIES
Business Vision

  • Demonstrated ability to interpret contact center KPIs and translate trends into actionable business strategies that drive donor outcomes and align with Grifols' mission.
  • Proven experience in strategic planning, optimizing cost-to-serve, and ensuring quality and compliance.
  • Brings agility in decision-making, leveraging data, vendor input, and feedback to lead teams and deliver timely results.

Customer Service Knowledge

  • Deep expertise in service operations, including SLAs, escalation paths, QA frameworks, IVR dialogues, and workload management.
  • Skilled in customer experience (CX) design, journey mapping, and voice-of-donor analytics.
  • Demonstrates empathy and emotional intelligence in donor interactions, and a coaching orientation to elevate vendor and team performance.

Tech Savviness

  • Advanced proficiency in Salesforce Service Cloud (or equivalent), including case management, workflows, reporting, and dashboard configuration.
  • Strong ability to interpret data, identify automation and self-service opportunities, and champion technological change through continuous learning.

Internal & External Stakeholder Management

  • Expertise in vendor governance and contract oversight, with strong cross-functional communication skills to align Operations, IT, Quality, Marketing, and plasma centers.
  • Influences without direct authority, builds trusted relationships, and drives alignment across diverse teams. Brings a customer-centric mindset, excels in collaboration, and leads change with an entrepreneurial approach.

Additional Core Competencies

  • Strong background in customer research, analytics, process improvement, and performance management.
  • Ability to develop long-term strategies for scaling operations.
  • Excellent problem-solving, decision-making, and interpersonal skills.
  • Proven leadership in managing, training, and mentoring customer service teams.
  • Works independently, plans effectively, and thrives in dynamic environments.
  • Spanish fluency preferred

OCCUPATIONAL DEMANDS
Work is performed in an office environment. Exposure to biological fluids with potential exposure to infectious organisms could be present when visiting plasma donation centers. Exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 35lbs. Occasional international or U.S. travel required.

biomatusa
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Third Party Agency And Recruiter Notice
Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.
Location: NORTH AMERICA : USA : NC-RTP:USNC0001 - RTP NC-Headquarters
Learn more about Grifols