This position is responsible for all aspects of Insulet’s North American Product Support contact center operations; managing and leading an organization composed of third party operations and a level 2 team in the support of patients with diabetes use of the OmniPod product. Responsible for developing and overseeing an internal and remote Customer Care Product Support leadership and operations management team. Represents Product Support and provides reports to Insulets management regarding operational efficiency, performance issues, and recommendations for improvements in customer experience. Establish procedures and infrastructure to ensure rapid and effective resolution of support cases and chronic or significant complaint or quality issues to maximize efficiency and customer loyalty.
The ideal candidate must demonstrate the ability to be exceptional in strategic and operational planning, contact center leadership and project management in a highly regulated, clinical environment where it is necessary to work effectively with cross-functional teams and external business partners. This position requires frequent travel up to 40% of the time.