Senior Manager, Customer Operations

Sequel Med Tech • Marlborough, MA

10d

About The Position

Sequel is looking for an experienced Senior Manager of Customer Operations to join our Customer Care team. Sequel’s Customer Contact Center operates 24/7 and is crucial to our organization. In this role, you'll lead a team of Inside Sales Operational focused employees. Your responsibilities include recruiting, training, coaching, and mentoring team members. You'll also allocate team members to new projects like systems implementation and process optimization, enabling strategic capabilities to support our Inside Sales Customer Care team.
As Sequel is a rapidly growing organization, we'll be implementing various systems and capabilities over the next 24 months. This role requires strong organizational, prioritization, relationship, and communication skills. You will lead projects and initiatives while also managing the team.

Requirements

• Bachelor’s degree in Business Administration, Operations, or a related field or equivalent experience
• 5+ years of experience in operations management in a medical device, healthcare, or regulated environment.
• 2+ years of experience managing a team of people.
• Proven experience creating and implementing operational processes and workflows from scratch in a startup or fast-growing company.
• Strong leadership and team management skills, with experience mentoring and coaching teams.
• Excellent problem-solving, analytical, and decision-making abilities.
• Familiarity with CRM and customer service software; experience selecting and implementing systems is a plus.
• Ability to work collaboratively with cross-functional teams in a dynamic and fast-paced environment.
• Strong communication skills, with the ability to present operational strategies and data-driven insights to leadership.

Nice To Haves

• Salesforce CRM experience preferred.

Responsibilities

• Develop and execute operational strategies to ensure efficient and high-quality customer care as Sequel Med Tech expands in the marketplace.
• Lead efforts to create, document, and continuously improve processes, policies, and workflows for the Customer Care team, ensuring scalability and adaptability as the company grows.
• Collaborate closely with cross-functional teams to ensure operational alignment with overall business objectives and regulatory requirements.
• Design and implement the Customer Care team's operational framework for Inside Sales, including workflows for customer onboarding, issue resolution, escalations, and feedback loops.
• Identify and analyze gaps in current processes. Propose solutions to enhance efficiency and streamline operations in a startup environment.
• Plan and deliver solutions that are clearly documented, have traceability to business objectives, and are in line with business priorities while aligning these solutions with long-term technology capabilities.
• Partner with business leaders in a variety of problem-solving activities and evaluations of short and long-term business challenges for process optimization and to drive continuous improvement.
• Foster a collaborative and customer-centric team culture, encouraging continuous learning and development.
• Recruit, hire, retain and support onboarding of Customer Operations team members.
• Works closely with users, stakeholders, and IT personnel to elicit requirements, streamline processes, improve access to information, define Inside Sales business and technical needs effectively and efficiently.
• Provide regular communication of objectives, progress, feedback, and roadblocks to team members; escalate to senior management as appropriate.
• Build and grow trusting and credible relationships with key internal and external stakeholders to facilitate effective communication.
• ·Provides thought leadership to help employees fundamentally rethink how they do their work in order to dramatically improve customer service and reduce operational costs.
• Optimize Customer Relationship Management (CRM) and other customer support tools and technologies to support the Inside Sales team’s goals.
• Ensure integration between customer care systems and other business platforms (CRM, Telephony platform etc.) for seamless customer interactions.
• Drive automation initiatives where possible to enhance team efficiency and improve customer experience.
• Act as the voice of the customer, ensuring that the needs and concerns of customers are reflected in product development and process improvements.
• Gather, refine and drive employee effectiveness and efficiency.

Benefits

• You’ll be automatically enrolled in our 401k plan, featuring a 6% company match and 100% immediate vesting.
• We’re committed to your well-being and understand the unique needs of employees and families living with diabetes, so we offer capped out-of-pocket insulin costs and GLP-1 coverage across all plans.
• You’ll have access to a variety of Meritain health insurance plans to suit your needs and can also take advantage of Flexible Spending Accounts (FSAs) or Health Savings Account (HSA).
• Our comprehensive benefits package includes vision and dental coverage, plus voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and even discounts for pet care.
• In addition, we provide employer-paid short-term disability and life insurance for extra peace of mind.
• That’s why Sequel offers flexible PTO, generous paid holidays, and Flex Time options to help you balance work and life when you need it most.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 51-100 employees