Global Customer Experience Manager (Quality & Regulatory Affairs) – Remote in Westborough, MA

Global Customer Experience Manager (Quality & Regulatory Affairs) -Remote - Olympus - Westborough, MA - work from home jobCompany: OlympusJob description: Working Location: MASSACHUSETTS, WESTBOROUGH; NationwideWorkplace Flexibility: FieldAre 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 ViewWe deliver on our purpose and our core values by staying True to Life. Job DescriptionThe Customer Experience Manager will be responsible and accountable for all CSAT Measurement and Tracking to meet or succeed Customer Service requirements to ensure Olympus can execute with actionable data to obtain Center of Excellence. This position will partner cross-functionally with a variety of departments to create and deliver a strategy for a positive Customer Experience measured through expansion, retention, and renewal metrics, including training.The Customer Experience Manager shall have direct accountability oversight and understanding of flows of calls through IVR, Email, Portal, Fax and scripts, to serve as a liaison and work collaboratively with Training, IT, Telecomm and Operations. This new role will develop and drive strategic accountability and quality oversight of Olympus Customer engagement via call recording, e-mail documentation and Portal scripting review. Collaboration with Olympus key Market Quality and Service departments. Facilitate weekly, monthly, and quarterly business review with key functions to include Customer Service, MDR, Complaint Intake, Investigation, Technical ServiceJob Duties• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.• Perform analysis of actionable data, populating and managing dashboards to ensure Olympus is meeting industry standards for customer satisfaction and approval rating that places the organization at a center of excellence. • Supervise, mentor, and manage global BPO (call center) teams, who will have regional responsibilities for the customer-facing experience. Guide and lead the BPO teams towards achieving and exceeding standardized levels of excellence in a global capacity. • Drive all aspects of the customer experience and engagement from cradle to grave, including support tools, organizational design, and process, leading on global operational transformation and efficiency.• Partner cross functionally with the Complaint Intake Team in devising and launching a global quality. • Collaborate closely with departmental colleagues to ensure that best practice and/or pain points are identified and shared on a global scale. • Experience in driving change via business cases for transformation. • Partner proactively with Global Complaint Intake Project Management teams to ensure agreed operational improvements are documented and executed with the highest degree of accuracy and as per the organisational and regulatory requirements.Job QualificationsRequired:• BA/BS in Business, communications. Equivalent years of experience in the business operation field and or medical device. • Minimum of 10 years of experience in leading customer service and/continuous improvement via actionable data for a midsize to large scale global medical device manufacturer. • Managing, or worked within a large volume, BPO call centre and customer journey mapping projects. • Experience and knowledge of all call center KPI & SL metrics. • Experience of managing a critical path regarding customer complaints would be advantageous• Building or supporting differentiated tiers of service or unique customer segments.• Supporting customers in a 24x7x365 environment. • Hands-on experience with service and support workflow tools such as ServiceNow, SFDC, Veeva, Oracle Zendesk. • Up to 50% domestic travel, occasional international travel may be required. Preferred:• Measure, test, analyze, build, and standardize CSAT quality processes, keeping an eye on equipment efficiencies and product flow to dramatically improve organizational performance. • 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. #LI-RemoteWhy 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, Café, Fitness Center• US Only• * Limited locationsWe 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. The anticipated base pay range for this full-time position working at this location is $106,692.00 - $149,366.00 / year, plus potential for annual bonus (subject to plan eligibility and other requirements). Olympus considers a variety of factors when determining actual compensation for this position ncluding: level of experience, working location, and relevant education and certifications. 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. Olympus is dedicated to building a diverse, inclusive and authentic workplaceWe 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) || Massachusetts (US-MA) || Westborough ||Global Customer Experience Manager (Quality & Regulatory Affairs) -Remote - Olympus - Westborough, MA - work from home jobExpected salary: $106692 - 149366 per yearLocation: Westborough, MAGlobal Customer Experience Manager (Quality & Regulatory Affairs) -Remote - Olympus - Westborough, MA - work from home jobJob date: Fri, 21 Jul 2023 22:36:23 GMTApply for the job now! 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