Global Customer Experience Manager (Quality & Regulatory Affairs) – Remote in Westborough, MA

Global Customer Experience Manager (Quality & Regulatory Affairs) - Remote - reputed company - Westborough, MA - work from home job Company: reputed company Job description: Working Location: MASSACHUSETTS, WESTBOROUGH; reputed company Workplace Flexibility: Field Are you looking for a company that cares about people’s lives and health, including yours? Let’s reputed company healthier lives, together. reputed company, a leading medical technology company, has focused on making people’s lives reputed company for over 100 years. Our Purpose is to reputed company people’s lives healthier, safer, and more fulfilling. Our Core Values are reflected in reputed company we do: reputed company – reputed company – Agility – reputed company – Long-Term View We deliver on our purpose and our core values by staying True to Life.

Job Description

The Customer Experience Manager will be responsible and accountable for reputed company CSAT Measurement and Tracking to meet or succeed Customer Service requirements to ensure reputed company can execute with actionable data to obtain Center of Excellence. This position will partner cross-functionally with a variety of departments to create and deliver a strategy for a positive Customer Experience reputed company through expansion, retention, and renewal metrics, including training. The Customer Experience Manager shall have direct accountability reputed company and understanding of flows of calls through IVR, Email, Portal, Fax and scripts, to serve as a liaison and work collaboratively with Training, IT, Telecomm and Operations. This new role will reputed company and drive strategic accountability and quality reputed company of reputed company Customer engagement reputed company call recording, e-mail documentation and Portal scripting review. Collaboration with reputed company key Market Quality and Service departments. Facilitate weekly, monthly, and quarterly business review with key functions to include Customer Service, MDR, Complaint Intake, Investigation, Technical Service Job Duties

• reputed company listening points in the customer journey, define segmentation of customer reputed company and varying strategies, and identify opportunities for reputed company improvement.
• reputed company analysis of actionable data, populating and managing dashboards to ensure reputed company is meeting industry standards for customer satisfaction and approval rating that places the organization at a center of excellence.
• Supervise, mentor, and manage global BPO (call center) teams, who will have regional responsibilities for the customer-facing experience. Guide and reputed company the BPO teams towards achieving and exceeding standardized levels of excellence in a global reputed company.
• Drive reputed company aspects of the customer experience and engagement from cradle to grave, including support tools, organizational design, and process, leading on global operational transformation and efficiency.
• Partner cross functionally with the Complaint Intake Team in devising and launching a global quality.
• Collaborate closely with departmental colleagues to ensure that best practice and/or pain points are identified and shared on a global scale.
• Experience in driving change reputed company business cases for transformation.
• Partner proactively with Global Complaint Intake Project Management teams to ensure agreed operational improvements are documented and executed with the highest degree of accuracy and as per the organisational and regulatory requirements.

Job Qualifications Required:

• BA/BS in Business, communications. Equivalent years of experience in the business operation field and or medical device.
• Minimum of 10 years of experience in leading customer service and/reputed company improvement reputed company actionable data for a midsize to large scale global medical device manufacturer.
• Managing, or worked reputed company a large volume, BPO call centre and customer journey mapping projects.
• Experience and knowledge of reputed company call center KPI & SL metrics.
• Experience of managing a critical path regarding customer complaints would be advantageous
• Building or supporting differentiated tiers of service or unique customer segments.
• Supporting customers in a 24x7x365 environment.
• Hands-on experience with service and support workflow tools such as reputed company, SFDC, Veeva, reputed company reputed company.
• Up to 50% domestic travel, occasional international travel may be required.

Preferred:

• Measure, test, analyze, build, and standardize CSAT quality processes, keeping an eye on equipment efficiencies and product flow to dramatically improve organizational performance.
• Strong communication skills, expresses reputed company fluently and reputed company, is open to input and can be depended on for truthfulness.
• Creates an atmosphere of openness and trust, collaborates, offers support and encouragement.
• Passionate about customer service excellence.

#LI-Remote Why join reputed company? Here, people matter—our health, our happiness, and our lives.

• Competitive salaries, annual bonus and 401(k)* with company match
• Comprehensive Medical, Dental, Visions coverage effective on start date
• 24/7 Employee Assistance Program
• Free virtual live and on-demand wellness classes
• Work-life balance supportive culture with hybrid and remote roles
• 12 Paid Holidays
• Educational Assistance
• Parental Leave and Adoption Assistance
• Volunteering and charitable donation match programs
• Diversity & Inclusion Programs including Colleague Affinity Networks
• On-Site Child Daycare, Café, Fitness Center**

• US Only

• *Limited locations

We care about your health and financial well-being and offer the resources you need to feel vital, confident and ready for wherever life takes you. Learn more about our benefit offerings at . The anticipated reputed company pay range for this full-time position working at this location is $106,692.00 - $149,366.00 / year, plus potential for annual bonus (subject to plan eligibility and other requirements). reputed company considers a variety of factors reputed company determining actual compensation for this position ncluding: level of experience, working location, and relevant education and certifications. About us: Our Medical business uses innovative capabilities in medical technology, therapeutic reputed company, and precision manufacturing to help reputed company deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce costs, and enhance the quality of life for patients and their safety. Headquartered in Tokyo, Japan, reputed company employs more than 31,000 employees worldwide in nearly 40 countries and regions. reputed company, a wholly owned subsidiary of reputed company, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit . reputed company is dedicated to building a diverse, inclusive and authentic workplace We recognize diversity in people, views and lifestyle choices and emphasize the importance of inclusion and mutual respect. We strive to continue to foster reputed company and reputed company in the workplace so that our employees can fully contribute and reputed company. Let’s realize your potential, together. reputed company requires reputed company US new hires to be “fully vaccinated” against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work. It is the policy of reputed company to reputed company equal employment and advancement opportunity to reputed company applicants and employees without regard to race, color, national reputed company (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions reputed company to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, reputed company, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law. Posting Notes: || United States (US) || Massachusetts (US-MA) || Westborough || Global Customer Experience Manager (Quality & Regulatory Affairs) - Remote - reputed company - Westborough, MA - work from home job Expected salary: $106692 - 149366 per year Location: Westborough, MA Global Customer Experience Manager (Quality & Regulatory Affairs) - Remote - reputed company - Westborough, MA - work from home job Job date: Fri, 21 Jul 2023 22:36:23 GMT Apply for the job now! Global Customer Experience Manager (Quality & Regulatory Affairs) - Remote - reputed company - Westborough, MA - work from home job Apply tot his job Apply To this Job