Director, Customer Support

RxSight is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the world's first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company's mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.

OVERVIEW:

The Director, Customer Support, will be responsible for leading and scaling the Customer Support functions for RxSight. Position will be primarily responsible for the Quote to Cash processes and ensure all aspects within this process are customer-focused and measured by Customer Satisfaction Survey's. Position will oversee Customer Experience/Order Entry, Consignment Inventory, Sales Contracts, Service Contracts, and all associated processes. Position will govern the company's key data integrity relating to all customer-facing activities as well as ensuring each department is driving to key performance indicators to ensure the health of these departments. Position will be instrumental in CRM management as well as continued growth of this platform in a global environment. The Director will develop and execute strategies to optimize customer utilization of its Light Adjustable Lens technology, making RxSight one of the best companies our customers work with.

Requirements:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop and execute comprehensive customer support strategies that enhance customer experience.
• Drive process improvement initiatives to improve efficiency, reduce response times.
• Ensure all customer support activities comply with FDA regulations, ISO 13485, and company quality procedures.
• Manage Company's online ordering platform ensuring ease-of-use for customer order entry.
• Grow online ordering platform and look for opportunities and programs to support this increase in utilization.
• Develop and management of specific set of actional KPI's relating to order entry and order fulfillment processes relating to customer satisfaction.
• Position will direct Contracts Administrative functions relating to Customer Contracts, corporate contracts, volume pricing programs and Time and Materials.
• Responsible for all new equipment installations (revenue & non-revenue) coordination, with direct interface with Field Service and Clinical Support.
• Establish and manage Contracts and Pricing processes to support worldwide operations.
• Develop and implement customer feedback programs (with Marketing) to identify trends and opportunities for product and process improvements, i.e. Net Promotor Score (NPS).
• Revenue responsibility for Service Contracts and Time and Materials managing forecast and ensuring to plan.
• Ensure Service Contract Revenue and processes are managed to meet company expectations.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Proven ability to build and scale customer support organizations in a regulated environment.
• Experience with International (OUS) logistics and customer management.
• Strong knowledge of complaint handling, service and customer experience functions.
• Intermediate experience in Microsoft Office Word and Excel programs.
• Data-driven mindset with proficiency in CRM, ERP, and analytics tools.
• Process development skills.

SUPERVISORY RESPONSIBILITIES:

• The number of employee's directed will vary and will be based on annual budgets, as well as actual need.

EDUCATION, EXPERIENCE, and TRAINING:

• Bachelor's degree or equivalent along with 8+ years' experience in a customer support environment, or a combination of education and experience.
• Requires working experience in a Medical Device environment, preferably a Class III device.
• Leadership experience with multiple department management.
• Training to be completed per the training plan for this position as maintained in the document control system.
• The training requirements on TRN-10007 Insider Trading Policy, TRN-10008 Global Anti-Bribery and Anti-Corruption Policy and TRN-10009 Code of Business Conducts and Ethics must be diligently completed within 30 days from the hiring date and on an annual basis.

CERTIFICATES, LICENSES, REGISTRATIONS:

• Project Management Professional (PMP) certification highly desirable.

COMPUTER SKILLS:

• To perform this job successfully, an individual should have multiple working knowledge of Customer Relationship Management (CRM) software. Excel, Visio, MS Project, and Word are expected to be on the Moderate to Expert level. Knowledge of QAD Business System preferred.

Notice to Staffing Agencies and Search Firms:

RxSight does not accept unsolicited resumes or candidate submissions from staffing agencies or search firms for any employment opportunities. All agency engagements must be authorized in writing for a specific position by RxSight's Talent Acquisition department. Any resumes or candidate information submitted without such specific engagement will be considered unsolicited and the property of RxSight. No fees will be paid in the event a candidate is hired under these circumstances.