Manager, Global Customer Care

What You'll Do

• Leads, develops, and optimizes a global Customer Care organization supporting domestic and international customers across North America, EMEA, APAC, and LATAM, including talent acquisition, coaching, succession planning, performance management, and employee development.
• Establishes the strategic direction for Global Customer Care by translating organizational objectives into global service strategies, operational standards, KPIs, service-level expectations, resource plans, governance processes, and continuous improvement initiatives.
• Develops and implements Customer Care operating frameworks that establish clear roles, decision authority, ownership, accountability, and escalation paths across global teams.
• Cultivates deep expertise in international customer needs, distributor relationships, channel structures, regional requirements, and routes to market.
• Partners with and influences cross-functional stakeholders including Supply Chain, Logistics, Distribution, Sales Operations, Finance, IT, Trade Compliance, Quality, and external partners.
• Oversees the execution of the complete order lifecycle, including order management, customer inquiries, complaint resolution, returns and RMAs, fulfillment exceptions, export documentation, and customer communications.
• Directs global back-order management processes, ensuring visibility into aging orders, prioritization and allocation decisions, customer-impact assessments, escalation management, proactive communication, and revenue protection.
• Owns Customer Care performance measurement, analytics, and executive reporting.
• Leads the resolution of complex customer and business escalations.
• Drives the adoption, optimization, and continuous improvement of customer-facing and operational technologies, including Oracle ERP, CRM platforms, EDI, NICE CXone, customer portals, automation tools, and AI-enabled solutions.
• Develops and maintains strategic partnerships with distributors, third-party service providers, and key business partners.
• Champions a customer-centric culture focused on service excellence, accountability, continuous improvement, and alignment between customer needs and business objectives.
• Leadership responsibilities include selection, development, performance management, and continuous recalibration of staff; ensures appropriate staffing levels and resource allocation.
• Assesses staff and provides timely and consistent feedback regarding technical proficiency and effectiveness.
• Works with staff to identify work goals and create individual development plans.
• Evaluates training programs to ensure content meets staff needs.

What You Bring

• Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, International Business or related field equivalent required.
• Certification in Customer Service/Contact Center Leadership NICE, CX One, Lean Six Sigma, or relevant CRM/ERP platform certifications preferred.
• Bilingual proficiency in English and Spanish preferred.
• 5+ years of progressive leadership experience in Customer Care, Customer Operations, Order Management, or a related function within a complex, multi-site organization.
• Demonstrated global business acumen and the ability to effectively operate across diverse international markets.
• Experience in Durable Medical Equipment (DME), medical device, or similar regulated global healthcare environment strongly preferred.
• Experience supporting or managing large-scale third-party distributors (3PD), complex channel partners, or similarly scaled B2B customer networks required.
• Advanced experience with customer care, order management, and contact center technologies, including CRM platforms (Salesforce, MS Dynamics 365), Oracle ERP, NICE CXone, EDI, customer portals, automation tools, AI-enabled workflows required.
• Proficiency with MS Outlook, Word, Excel, Teams, and PowerPoint.
• Experience using artificial intelligence (AI) productivity tools such as Microsoft Copilot required.

Who You Are

You are a forward-thinking professional who values collaboration, innovation, and making a meaningful difference. You bring expertise in the ability to plan, execute, control and deliver. Must be an effective communicator both in writing and verbally. Must be able to engage with patients and provide excellent customer service even in escalated situations.