Senior Manager, Customer Service Operations

Position Overview

The Customer Service Manager is responsible for the strategic oversight and management direction of the Customer Service Operations Specialists team. These responsibilities include recruiting, mentoring, and developing customer service specialists by enabling collaboration and independence, as well as empowering specialists to deliver world-class customer service.   The manager will leverage optimal team performance and a deep knowledge of Outset products and customer expectations. The Customer Service leader maintains continuity across a high volume of inquiries and orders of Tablo consoles, consumables, accessories and service orders for healthcare customers who require a best-in-class customer experience. Oversees teammates positioned in both on-site and remote locations.

Essential Job Functions and Responsibilities

• Supervises and provides operational leadership for the Customer Service Operations Team
• Provides coaching, guidance, and support in the fields of customer service, communications and technical expertise in order processing, customer service infrastructure and relevant duties.
• Responsible for analyzing and communicating order management and other customer service related KPIs
• Implements and improves productivity, efficiency, quality, and customer-service standards.
• Oversees customer communications and data entry for quality, auditing and reporting purposes.
• Coordinates with the commercial team to aid in managing accounts and ensure customer expectations are met.
• Partner closely with Supply Chain to improve order management process and ensure orders are managed and processed within the contractual timelines.
• Improves customer service quality output by conducting assessments and evaluations, with a focus on process re-design.
• Responsible for overseeing complex and escalated internal and external customer complaints and/or issues.
• Demonstrates knowledge of all the customer service policies, procedures and has clear understanding of healthcare regulations related to the full cycle of order fulfillment.
• Other duties as assigned.

Required Qualifications

• Minimum 3+ years of customer service management experience
• Excellent customer service skills addressing the needs of both external and internal customers with strong communication, interpersonal, and process skills.
• Aptitude for learning the tools and technical details related to the customer service team (QAD, SFDC, Microsoft Office, GhX and related systems)
• Advanced problem-solving and analysis skills.
• Superior oral, written and presentation communication skills.
• High-level of organization and detail-oriented, and strong work ethic and willingness to take initiative.
• Demonstrated ability to multi-task and prioritize / excellent time management.

Desired Qualifications

• Bachelor’s Degree required.
• Experience in the medical device or healthcare industry with an understanding of medical terminology.

The Annual Salary range for this position is: $136,000.00 and $160,000 + annual bonus

We feel passionately about pay equality.  Discretionary adjustments to the position’s starting compensation may be made in consideration of other relevant factors pertaining to eligible applicants, including, but not limited to, their specific skills, level, geographical location, and comparison to other employees already in the same or similar roles.

*This range represents our good-faith and reasonable estimate regarding what we reasonably expect to pay for this position at the time of posting. 

Outset also offers the following benefits:

• Medical 
• Dental
• Vision
• EAP/Mental Health
• Life Insurance/AD&D
• Short/Long Term Disability
• FSA (Dependent & Healthcare)
• HSA w/ Employer contribution
• Commuter Benefits
• 401K w/ company match
• ESPP
• Fertility benefits
• Wellness initiatives
• Legal Assistance
• Pet insurance
• Financial Advisement & Wellbeing
• Tuition Reimbursement
• Student Loan Payback
• Employee discounts
• Professional Development/Learning
• Collaboration Days (lunch onsite)
• Happy Hours/Karaoke
• PTO/Sick time
• Holidays + Volunteer Day