Customer Service Manager

Overview

The Customer Service Manager leads RxSight's combined Customer Service team, which handles customer service and consignment inventory for U.S. and international customers. The team is organized by region (East and West) to align with the field, with specialty support for international customers, cycle counts, onboarding and expiring inventory.

The Manager owns the team's service, inventory accuracy and revenue-protection results, builds and develops the team, and serves as the primary operational partner to commercial and field leadership. This role sets the standards, metrics and processes that give every account a single, accountable owner from onboarding through ongoing support.

Leadership & Team Development

• Lead, hire and develop Team Leads, Customer Service Specialists and specialty support staff.
• Set team goals and expectations; conduct performance reviews, coaching and development planning.
• Own the Specialist I/II career path and the cross-training certification program for customer service and consignment.
• Manage workforce planning, regional coverage and workload balance.

Customer & Field Partnership

• Serve as the primary operational partner to commercial leadership and Area Sales Directors.
• Align the service model to field needs; establish regular check-ins with field leadership.
• Own resolution of escalated customer, field and inventory issues.
• Gather and act on customer and field feedback to improve the customer experience.

Consignment & Revenue Protection

• Own consignment inventory accuracy, including the cycle count program and discrepancy resolution.
• Manage expiring and aged inventory, refreshes and pullbacks in partnership with field and Supply Chain.
• Ensure timely, accurate PRC and usage processing to support revenue recognition; partner with Finance.
• Ensure compliance with consignment agreements, inventory policies, audit and quality requirements.

Operations & Performance

• Define and report service and inventory metrics (for example response time, order accuracy, PRC cycle time, inventory accuracy and expired inventory value).
• Lead process improvement; maintain SOPs, standard work and training materials.
• Define system and reporting requirements for QAD, Salesforce and Power BI with Sales Operations and IT.
• Coordinate onboarding and LDD installation logistics with Commercial Operations, Warehouse and field teams.
• Manage department staffing plans and expenses within budget.

Required Knowledge, Skills and Abilities

• Proven ability to build, lead and develop high-performing customer-facing teams.
• Deep knowledge of customer service operations and consignment inventory management.
• Strong analytical skills; ability to define metrics and act on data.
• Excellent communication and relationship skills with field leadership, customers and executives.
• Process improvement mindset; working knowledge of Lean or similar methods.
• Ability to manage multiple priorities and lead through change.

Supervisory Responsibilities

• Directly manages Customer Service Team Leads and specialty support leads; indirectly manages Customer Service Specialists.
• Responsible for hiring, onboarding, performance management, development and staffing decisions for the team.

Education, Experience, and Training

• Bachelor's degree, or equivalent combination of education and experience.
• 7+ years in customer service, customer operations or inventory operations, including 3+ years of people management.
• Medical device consignment inventory experience strongly preferred; regulated industry experience preferred.
• Training to be completed per the training plan for this position as maintained in the document control system. TRN-10007 Insider Trading Policy, TRN-10008 Global Anti-Bribery and Anti-Corruption Policy and TRN-10009 Code of Business Conduct and Ethics must be completed within 30 days of hire.

Computer Skills

• Microsoft Office Suite, including advanced Excel.
• ERP (QAD preferred) and CRM (Salesforce preferred).
• Power BI, Smartsheet, Microsoft Teams and SharePoint.