Senior Manager of Global BPO Services - Remote

Working Location: PENNSYLVANIA, CENTER VALLEY

Workplace Flexibility: Field

Are you looking for a company that cares about people's lives and health, including yours? Let's inspire healthier lives, together.

Olympus, a leading medical technology company, has focused on making people's lives better for over 100 years.

Our Purpose is to make people's lives healthier, safer, and more fulfilling.

Our Core Values are reflected in all we do: Integrity - Empathy - Agility - Unity - Long-Term View

We deliver on our purpose and our core values by staying True to Life.

Job Description

The Senior Manager of Global Business Partner Operations Services is a position which reports to the Global Director, Strategy & Program and will be responsible for coordinating and driving the operational support of the client services organization. The person in this role will coordinate with our managed service operations and our relationship between Olympus and our BPO business partner related to technology services, business continuity, CRM tools, and IVR technology solutions to ensure that operational commitments are consistently delivered.

The Sr. Manager of Global BPO Services in this role will track, licensing, Virtual Desktop Infrastructure access, and analyze resource commitments, team bandwidth and priorities to ensure the team is providing accurate estimates and delivering exceptional customer service to our users. The person in this position will also handle case-by-case escalations from between Olympus and our BPO business partner to ensure our day to day operation is running effectively to meet or and exceed our service level

Job Duties

* Manage, develop, and maintain strong relationships with our BPO service provider and internal stakeholders.

* Managed day-to-day operations around IVR, CRM, and to meet service level agreement as defined in our ticket management system.

* Ensure compliance with established security, quality and compliance rules and policies.

* Track and facilitate on-time technology and services activities between Olympus and our BPO business partner the team.

* Collaborate between Olympus and our BPO business partner the team on service, escalations and troubleshooting efforts.

* Develop and track metrics for operational reliability and SLA to business changes and needs.

* Work with managed service vendor and internal team members to design and implement service improvement plans based on established metrics and KPIs.

* May be required to travel to other sites domestically and internationally.

* Work cross-functionally as a key contributor toward the overall success of global services.

* Administer IVR and queue routing development, QA, testing and report results to management.

* Welcoming new hires with prepared onboarding kits and journey mapping introduction

* Strong leadership skills, with the ability to communicate a compelling vision for program management and drive results while developing a strong team.

* Other duties as required. This list is not meant to be a comprehensive inventory of all duties and responsibilities assigned to this position.

Job Requirements

REQUIRED QUALIFICATIONS:

* BA/BS in Business, communications, or scientific discipline. Equivalent years of experience in the business operation field and or medical device.

* Minimum of 10 years of senior level progressive leadership of a professional staff, or equivalent experience leading teams or work groups.

* Up to 50% domestic travel, occasional international travel may be required.

PREFERRED QUALIFICATIONS:

* Proficient understanding of medical device customer relationship management, including domestic and international medical device regulations which include complaint handling, and regulatory inspections.

* Excellent management, communication and people skills required to influence and manage multiple resources, most of which are not under direct authority. Skilled in conflict resolution and negotiation.

* Strong communication skills, expresses ideas fluently and logically, is open to input and can be depended on for truthfulness.

* Creates an atmosphere of openness and trust, collaborates, offers support and encouragement. Passionate about customer service excellence.

* Driven by a high degree of integrity, with cultural and core value alignment to Olympus.

* Must have excellent judgment, technical, analytical, and problem-solving skills with the ability to identify complex problems and see them through to resolution.

* Excellent leadership and interpersonal skills with the proven ability to work collaboratively with others.

Why join Olympus?

Here, people matter-our health, our happiness, and our lives.

• Competitive salaries, annual bonus and 401(k)* with company match
• Comprehensive Medical, Dental, Visions coverage effective on start date
• 24/7 Employee Assistance Program
• Free virtual live and on-demand wellness classes
• Work-life balance supportive culture with hybrid and remote roles
• 12 Paid Holidays
• Educational Assistance
• Parental Leave and Adoption Assistance
• Volunteering and charitable donation match programs
• Diversity & Inclusion Programs including Colleague Affinity Networks
• On-Site Child Daycare, Cafe, Fitness Center**

* US Only

* *Limited locations

We care about your health and financial well-being and offer the resources you need to feel vital, confident and ready for wherever life takes you. Learn more about our benefit offerings at https://www.olympusamerica.com/careers/benefits-perks.

About us:

Our Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce costs, and enhance the quality of life for patients and their safety.

Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.

Olympus is dedicated to building a diverse, inclusive and authentic workplace

We recognize diversity in people, views and lifestyle choices and emphasize the importance of inclusion and mutual respect. We strive to continue to foster empathy and unity in the workplace so that our employees can fully contribute and thrive.

Let's realize your potential, together.

Olympus requires all US new hires to be "fully vaccinated" against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Posting Notes: || United States (US) || Pennsylvania (US-PA) || Center Valley ||

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