Fulfillment & Operations Supervisor - Onsite

ZOLL Medical Corporation • San Jose, CA

2d • Onsite

About The Position

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

This role is a key supporting position for the US Region. The WatchPAT Fulfillment & Operations Supervisor will supervise employees and perform all WatchPAT responsibilities at the San Jose location to support the team as needed.

Requirements

• 5 years of experience in a healthcare setting
• 5 years of experience in customer service, hospitality or equivalent
• Minimum of 2 years of supervisory experience in a contact center environment
• Minimum of 2 years of supervisory experience in a contact center environment or previous leadership role
• Healthcare knowledge experience a plus (HiPAA, medical devices)
• Process Improvement -critical thinking, problem solving, attention to details skills is a must

Nice To Haves

• College or advanced degree preferred
• 1 – 2 years of Salesforce Administration experience preferred
• Bilingual a plus

Responsibilities

• Provides operational leadership of the WPD program, business 2 business (B2B) including service support for (e.g. telephones, scheduling, and other programs
• Provide training, to direct reports as needed
• Supervise shipping of B2B orders
• Ensures professional and courteous customer service throughout all external WatchPAT Direct (WPD) accounts and internal customers with accuracy and efficiency.
• Maintain and manage inventory of supplies for both WatchPAT Direct and B2B Operations
• Attend on-board meetings with new accounts for WatchPAT Direct as needed
• Maintain KPIs and adjust as needed.
• Handle the ongoing communication with WatchPAT Direct accounts and ensure their needs and requests are addressed in a timely manner.
• Provide day-to-day coaching of the WPD team members on their daily work using performance metrics, and company processes to ensure team members are performing in-line with company standards.
• Provide performance reviews with the WPD Team
• Monitor and manage all related software tasks (CloudPAT, Somnoware, Salesforce, Microsoft Dynamics, etc.)

Benefits

• This position is eligible for an annual bonus in accordance with the company's bonus plan.
• Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree