Careers

     

Manager, Customer Care

 

Position overview:

The Manager, Customer Care will be responsible for all aspects of Insulet’s global customer product support.  This position will manage both internal product support/training resources and outsourced call center support operations through partners and distributors.  The Manager is expected to implement customer communication strategies that balance internal efficiency objectives with customer satisfaction targets. This position will work closely with other internal departments to ensure we remain compliant with all reporting requirements (Quality/Regulatory), relevant customer information is communicated to appropriate departments (Engineering, R&D, Operations, Marketing, Sales, Finance) and adequate budgets are allocated to support operations (Finance).  

 

JOB / DUTIES / RESPONSIBILITIES

  • Responsible for defining, implementing and managing all global product support resources, including both internal operations and third party operations.

  • Develop effective product support messaging and scripts that are consistent with Insulet product marketing messages, product training objectives and which meet all regulatory requirements.   Insure compliance with established messaging, escalation process and call handling procedures.

  • Responsible for developing the communication network and interface between Customer Care (both internal and external partners) and relevant internal departments that allow Insulet to meet all complaint reporting requirements.  This position will be responsible for managing the timely, accurate exchange of information for reporting purposes.  

  • Establish and manage resources against key performance metrics (average seconds to answer, abandon call rate, talk time, documentation time, reimbursement close rate, etc) and monitor performance versus target objectives.

  • Develop plans for resourcing support including budget, headcount, skills/competencies, training requirements and performance standards.   This includes indirect management of staff with external partners.

  • Support the development, dissemination and utilization of call reports which can be utilized by sales, marketing and training to better manage to business objectives and improve customer

    satisfaction and retention.

  • Identify training needs for the product support team.  Ensure training material is developed and delivered that will address training needs in a timely manner.

JOB QUALIFICATIONS

Knowledge / Education

  • Minimum of Bachelors Degree or relevant experience
  • Management experience in a call center environment is required.
  • Understanding of how to develop and implement complex product training across a diverse work team (internal and external).
  • Experience developing call scripts for phone reps, including design, training and measurement of compliance including providing coaching and feedback to support staff.
  • Working knowledge of and experience with FDA complaint reporting requirements for medical devices is strongly preferred.  
  • Strong analytical skills, with prior experience analyzing call metrics.
  • Experience with software selection and complex implementations, including CRM, phone systems and other.
  • Familiarity with diabetes industry, or with strong basic knowledge of the disease and treatment is very helpful.

Job Experience

  • Minimum 7 years in a life sciences call center environment.
  • Knowledge of order management with both direct customers and distributors.

Skills / Competencies

  • Create and communicate a vision and strategy for the department; Demonstrate and lead by driving for the desired results.
  • Promote an environment where information and knowledge are freely shared between individuals and departments, and utilization of reporting tools helps inform good business decisions.
  • Identify and recruit strong candidates and create an inspirational environment.
  • Excellent communication and leadership skills are necessary to effectively manage this department.       
  • Strong hands-on computer and analysis skills.
  • Position will require travel to partners or key customers.  Must be physically able to travel on these multi-day business trips.

Qualified applicants please submit resumes to: careers@insulet.com