Manager, Global Customer Care

Breg•Carlsbad, CA

5h•$99,783 - $137,667•Onsite

About The Position

Breg is seeking a Manager, Global Customer Care in Carlsbad, California, to lead and optimize a global customer care organization supporting domestic and international customers across North America, EMEA, APAC, and LATAM. The role establishes customer service strategy, operating standards, performance measures, governance, resource plans, and continuous improvement initiatives, while building effective operating frameworks and clear accountability across global teams. The manager oversees the complete order lifecycle, including order management, customer inquiries, complaint resolution, returns and RMAs, fulfillment exceptions, export documentation, and customer communications. The role directs back-order management, customer and business escalations, service analytics and executive reporting, and partnerships with distributors, third-party providers, and internal cross-functional teams. It also drives adoption and improvement of customer-facing and operational technologies, including ERP, CRM, EDI, contact center platforms, portals, automation, and AI-enabled solutions. This position leads staff selection, development, performance management, staffing, and resource allocation, and promotes a customer-centric culture of service excellence, accountability, and continuous improvement. The role requires a bachelor's degree and significant progressive leadership experience in customer care or related operations, including domestic and international customer operations and complex distributor or B2B networks. The position is based in Carlsbad, CA. Applicants must be authorized to work in the United States full-time; visa sponsorship is not available.

Requirements

Bachelor's degree in Business Administration, Operations Management, Supply Chain Management, International Business, or a related field.
At least 5 years of progressive leadership experience in Customer Care, Customer Operations, Order Management, or a related function within a complex, multi-site organization.
Leadership experience involving talent management, organizational planning, and domestic and international customer operations, including order fulfillment, supply chain coordination, logistics, distribution, back-order management, and end-to-end customer experience.
Demonstrated global business acumen and ability to operate across international markets with differing customer types, distributor channels, go-to-market models, cultural considerations, regulatory environments, and service expectations.
Experience managing or supporting large-scale third-party distributors, complex channel partners, or similarly scaled B2B customer networks, including escalation leadership, service governance, and consistent execution across complex account structures.
Advanced experience with customer care, order management, and contact center technologies, including CRM platforms, Oracle ERP, NICE CXone, EDI, customer portals, automation tools, AI-enabled workflows, and integrated contact center technologies; demonstrated success driving adoption, process improvement, reporting, analytics, and operational performance.
Proficiency with Microsoft Outlook, Word, Excel, Teams, and PowerPoint; advanced Excel skills are preferred in the posting.
Ability to learn new software and systems.
Experience using AI productivity tools such as Microsoft Copilot.
Must be authorized to work in the United States on a full-time basis; the company will not sponsor work visas for this position.

Nice To Haves

Certification in Customer Service or Contact Center Leadership, NICE CXone, Lean Six Sigma, or a relevant CRM/ERP platform.
Bilingual proficiency in English and Spanish.
Experience in Durable Medical Equipment (DME), medical device, or a similar regulated global healthcare environment.
Advanced Microsoft Excel skills.

Responsibilities

Lead, develop, and optimize a global Customer Care organization supporting domestic and international customers across North America, EMEA, APAC, and LATAM.
Establish global Customer Care strategy, operational standards, KPIs, service-level expectations, resource plans, governance, and continuous improvement initiatives.
Develop operating frameworks defining roles, decision authority, ownership, accountability, and escalation paths across global teams.
Build expertise in international customer needs, distributor relationships, channel structures, regional requirements, and routes to market, and apply it to service strategies and business decisions.
Partner with Supply Chain, Logistics, Distribution, Sales Operations, Finance, IT, Trade Compliance, Quality, and external partners to improve customer experience, manage operational risk, and support business performance.
Oversee the complete order lifecycle, including order management, inquiries, complaint resolution, returns and RMAs, fulfillment exceptions, export documentation, and customer communications.
Direct global back-order management, including aging-order visibility, prioritization and allocation, customer-impact assessments, escalations, proactive communication, and revenue protection.
Own Customer Care performance measurement, analytics, and executive reporting; identify trends and recommend improvements to customer experience, efficiency, revenue protection, and service performance.
Lead complex customer and business escalations, balancing customer needs, regulatory requirements, operational capabilities, and financial considerations.
Drive adoption, optimization, and continuous improvement of customer-facing and operational technologies, including Oracle ERP, CRM platforms, EDI, NICE CXone, customer portals, automation, and AI-enabled solutions.
Develop and maintain strategic partnerships with distributors, third-party service providers, and key business partners to support consistent service delivery and scalable support across global markets.
Promote a customer-centric culture focused on service excellence, accountability, continuous improvement, and alignment between customer needs and business objectives.
Select, develop, and manage staff performance; recalibrate staffing, ensure appropriate staffing and resource allocation, and handle employment-related administrative tasks such as timekeeping, pay, and policy administration.
Assess staff proficiency and effectiveness; provide feedback and guidance, support employee goals and development plans, and evaluate training programs.
Represent the company professionally and promote its culture through storytelling, focused feedback, recognition, commitment, and accountability.