Job Title:        Manager, Customer Service Operations

Location:        Lawrence, MA

The Manager, Customer Service Operations will be responsible for leading process improvements and strategic initiatives relating to customer and technical support functions and systems. This manager will be analyze, drive, and implement initiatives throughout multiple operational functions that service the customer and patient, and will have multiple Director and VP level internal customers. Key projects include development of cross-functional processes to promote and execute superior customer service.

ACCOUNTABILITIES

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  Research and drive analytic and process innovations that improve customer satisfaction and operational efficiencies; act as the internal consultant regarding customer service, technical support, process improvements, and performs related duties as required.
  
  
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  Facilitates the development of policies and procedures to support customer service excellence in conjunction with Manager, Customer Service and Manager, Technical Support; publishes and plans the implementation of new policies; develops and monitors a strategic plan for department; develops service standards for the department.
  
  
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  Confers with management and provides technical advice on the potential impacts of the project on such areas as customer service, organization, staffing, processes, and budget and to assure smooth functioning of newly implemented systems or procedures.
  
  
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  Monitor the performance of current strategies and conducts analysis to support the financial impact of proposed strategies
  
  
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  Partner with IT to help implement technology solutions for the business:  bring together innovative process ideas with enabling technology.
  
  
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  Prepare presentations to communicate ideas to senior leaders
  
  
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  Generate statistical process and performance reporting for the service organization highlighting key areas for improvement.
  
  
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  Manage and develop innovative quality and training programs to improve the performance of the team.

SELECTION CRITERIA

The successful candidate will bring a strong analytic set of skills, a customer centric focus, and strong process design capability: 

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  Bachelor’s degree in a quantitative field such as math, finance, business, economics, sciences.
  
  
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  Project and process certifications such as Six Sigma, Agile, Lean, Process Mapping
  
  
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  2 years experience in Analysis (qualitative and quantitative)
  
  
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  2+ years experience in a customer focused department.  Prefer customer service experience, but would consider other areas such as technical support.
  
  
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  2 years experience in leading and managing teams (project or direct supervision).  Should have led a project through completion. Must possess a team oriented, customer centric leadership style, and be able to lead effective team meetings
  
  
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  Must be an effective change agent driven to inspire and implement change.