Manager, Service Operations Excellence

About This Role

The Manager, Service Operations Excellence will elevate MED-EL's contact center to world-class performance, focusing on long-term operational excellence, empowering teams, and shaping the future of customer experience. This role requires a strategic and execution-focused leader who thrives in a growing, regulated medical device environment.

Responsibilities

• Act as a strategic architect of transformation in projects, understanding the roadmap and translating annual organizational goals into actionable service strategies.
• Implement robust methods to monitor customer experience across all channels and deliver actionable insights using qualitative and quantitative data.
• Map workflows, prioritizing fragmented or reactive areas for streamlining efforts, fostering a culture of continuous improvement through training, education, and coaching.
• Champion automation, digitization, and integrations to improve efficiency and visibility within contact center operations.
• Analyze volume and temporal patterns across channels to support optimized staffing and scheduling, providing forecasting and scheduling input to service leads.
• Define and track KPIs such as service levels, order entry accuracy, response times, and call quality metrics, building dashboards and leading reviews with team leadership.
• Implement quality assurance methods and tools that utilize current digital technologies to glean valuable quality insights from customer interactions.
• Handle service-related complaints, determining root cause and contributors to uncover processes which should be improved to prevent future issues.
• Oversee department-level programs to successfully onboard new hires, enhance retention, develop expertise, and deliver individualized coaching to staff.
• Respond to requests for information from the Executive Team, including KPI requests, quality and performance analyses, and readiness assessments for new product introductions.

Requirements

• Bachelor’s degree
• 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
• 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

Qualifications

• 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.

Nice to Have

• MBA preferred
• Change management training or credentials preferred
• Demonstrated success scaling excellence in high-growth environments

Skills

* Required skills

Benefits