Manager, Service Operations Excellence

MED-EL Corporation • Durham, NC

15d • Hybrid

About The Position

Join us in elevating our contact center to world-class performance. This role moves beyond transformation and into long-term operational excellence, empowering teams and shaping the future of customer experience. We’re looking for a strategic and execution-focused leader who thrives in a growing, regulated medical device environment.

Requirements

• Bachelor’s degree (MBA preferred).
• 3+ years in contact center, customer service, quality, customer experience or service operations management within medical devices, pharma, or similar regulated industry.
• Proven experience transforming customer service operations in medical devices, healthcare, pharma or similar regulated industry.
• Experience with QA programs, workforce management, and business intelligence tools.
• Excellent communicator and collaborator; able to influence across levels and functions.
• Demonstrated success scaling excellence in high-growth environments.
• Highly organized, great communicator, skilled in stakeholder management.
• Deep knowledge of medical devices and healthcare including quality systems, FDA, HIPAA.
• Ability to perform under pressure, including audits and regulatory inspections.
• Expertise in process improvement frameworks (Lean, Six Sigma, etc.) and project management.
• Expertise in contact center management, metrics and omnichannel customer engagement.
• Strong analytical and critical thinking skills.
• Located in – or willing to relocate to – Durham, NC

Nice To Haves

• Change management training or credentials preferred.

Responsibilities

• Understand the roadmap and act as a strategic architect of transformation in resulting projects.
• Translate annual organizational goals into actionable service strategies that align with customer expectations, compliance requirements, and industry best practices.
• Implement robust methods to monitor CX across all channels.
• Deliver actionable insights using resulting qualitative and quantitative data.
• Map workflows, prioritizing fragmented or reactive areas for streamlining efforts.
• Foster resilience, adaptability, and a culture of continuous improvement.
• Sustain improvement through training, education and coaching.
• Champion automation, digitization, and integrations to improve efficiency and visibility.
• Analyze volume and temporal patterns across channels to support optimized staffing and scheduling. Provide forecasting and scheduling input to service leads for peak periods and new channel adoption.
• Regularly review skill groups and routing with managers and reception to ensure that changes in staffing and schedule are reflected in current routing strategies.
• Define and track KPIs such as service levels, order entry accuracy and timeliness, response times, call quality metrics,
• Build dashboards to monitor these KPIs and adjust targets as maturity improves.
• Lead KPI and metrics reviews with team leadership to ensure metrics drive accountability and improvement.
• Deliver monthly and quarterly service operations reviews to executive leadership.
• Implement quality assurance methods and tools that utilize current digital technologies to glean valuable quality insights from across all interactions regardless of channel.
• Handle service-related complaints determining root cause and contributors to uncover processes which should be improved to prevent issues in future.
• Establish a CX, Marketing, and Sales feedback and alignment rhythm to align customer service delivery and contact center insights with internal and external customer expectations.
• Oversee department-level programs to successfully onboard new hires, enhance retention, develop expertise and deliver individualized coaching to staff.
• Partner with managers to develop and implement performance scorecards for staff.
• Respond to requests for information from Executive Team including KPI requests, quality and performance analyses, readiness assessments for new product introductions, other.
• Accept special projects and additional assignments as business requires. Lead or contribute to cross-functional initiatives related to customer experience initiatives, process redesign, compliance, or system upgrades.

Benefits

• Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service.
• 401k Match
• 2 weeks fully paid parental leave
• Health Savings Account
• Short term and long-term disability paid by the company.
• Company paid life insurance with an option to purchase additional coverage.
• FSA Dependent Care
• Pet Insurance
• Critical Illness
• Accident Insurance
• PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager