Manager, Customer Care

Job Summary

The Customer Care Manager will lead a team or teams of highly motivated customer care team members providing a world class experience to Insulet's customers. The Customer Care Manager will manage the day to day contact center operations for the inbound and order processing team.

The ideal candidate will have a demonstrated history of strong contact center operations, building and leading highly motivated teams in a fast paced FDA regulated environment. They must be an expert at analyzing contact center metrics and data and have a focus on identifying challenges and continuously implement process improvements in an effort to enhance the experience with interacting with our customers. Must excel at relationship building and partnering cross functionally across internal and external business partners.

Responsibilities

• Manage day-to-day operations for the Customer Care team.
• Recruit, hire and train a team of customer care team members.
• Lead and motivate the team to meet and exceed daily goals.
• Provide effective coaching and motivating and insightful feedback.
• Lead the team to assure consistency of team quality audits and calibration of quality scoring within the team.
• Identify and implement process improvements that enhance the customer experience.
• Ensures adherence to Regulatory, quality and accreditation standards.

Required Leadership/Interpersonal Skills & Behaviors

• Providing Motivational Support - The ability to enhance others' commitment to their work and leads by example.
• Empowering Others - The ability to convey confidence in employees' ability to be successful, especially at challenging new tasks; delegating significant responsibility and authority; allowing employees freedom to decide how they will accomplish their goals and resolve issues.
• Developing Others - The ability to delegate responsibility and to work with others and coach them to develop their capabilities.
• Managing Performance - The ability to take responsibility for one's own or one's employees' performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.

Required Skills and Competencies

• Establishing Focus - The ability to develop and communicate goals in support of the business' mission.
• Attention to Communication - The ability to ensure that information is passed on to others who should be kept informed.
• Other Highly Developed Skills / Competencies – Self-sufficient, Oral Communication, Written Communication, Fostering Teamwork, Flexibility, Managing Change, Thoroughness, Stress Management, Technical Expertise, Diagnostic Information Gathering, Analytical Thinking, Initiative, Customer Orientation, Entrepreneurial Orientation, Results Orientation, Decisiveness, Persuasive Communication, Building Collaborative Relationships, Forward Thinking, Interpersonal Awareness, Conceptual Thinking and Self Confidence.

Education and Experience

• 5+ years of experience in a contact center environment.
• Bachelor's Degree and/or equivalent combination of education and experience.
• Must have a strong background in call center operations as well as reimbursement within the medical device industry that promotes best practices and standards including contact center metrics, workforce management, service quality management and knowledge management.
• Customer Service experience in a medical or health related environment is preferred.
• Knowledge of diabetes and experience supporting customers with diabetes is preferred.
• Experience providing remote support, particularly in a regulated environment.
• Experience with Salesforce CRM preferred.

Physical Requirements

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity needed for using a calculator and computer keyboard.
• Lightweight lifting may be required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This position may require occasional travel.