Strategic Customer Care Operations Manager
7 days ago
Life Unlimited. At Smith+Nephew, we design and manufacture technology that unlocks limitless possibilities.
Job Overview:
- Job Summary: We seek a seasoned customer care professional to lead our Global Customer Care team, responsible for delivering exceptional service and driving business resilience.
Key Responsibilities:
- Operational Performance Management: Develop and implement strategies to enhance operational performance, ensuring seamless customer service and support.
- Team Leadership: Empower a team of employees to deliver outstanding results, focusing on customer satisfaction and loyalty.
- Business Development: Establish and lead local teams to support regional customer care activities, including ordering, invoicing, and customer support.
- Process Improvement: Develop policies, processes, and systems to meet current and future customer demands.
- Collaboration: Partner with key stakeholders, including Global Customer Care leaders, Commercial leaders, and Finance Leadership, to drive business growth and success.
Requirements:
- Education: Bachelor's Degree in Information Technology, Computer Science, or equivalent experience in customer service.
- Experience: Minimum 12-15 years of experience in customer care activities, including leading contact centers and order management.
- Leadership: Proven leadership skills, with experience working across multiple levels and functions, and a strong ability to work in a fast-paced environment.
What We Offer:
- Major Medical Coverage: Comprehensive medical benefits, including policy exclusions and insurance non-medical limits.
- Work/Life Balance: Flexible personal/vacation time off, privilege leave, and floater leave.
- Your Wellbeing: Parents/Parents in Law's Insurance, Employee Assistance Program, and Parental Leave.
- Flexibility: Hybrid work model for most professional roles.
- Training: Hands-on, team-customized, and mentorship training opportunities.
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