Senior Manager – Customer Care Operations

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🔥 0 minutes ago

🌐 United Kingdom, Switzerland – Remote

🇬🇧 United Kingdom – Remote 🇨🇭 Switzerland – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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Tandem Diabetes Care

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🏭 Manufacturing

🔧 Hardware

Healthcare • Manufacturing • Hardware

Tandem Diabetes Care is a medical device company that designs and manufactures insulin pumps and automated insulin delivery systems powered by its Control-IQ+ predictive algorithm. Its products, including the t:slim X2 and Tandem Mobi, integrate with continuous glucose monitors and compatible smartphones, support remote software updates, and are accompanied by mobile and cloud-based applications, training, and 24/7 support to help people manage insulin therapy.

📋 Description

• Lead the overall International Customer Care Operations strategy across all markets • Build and develop scalable customer service and support capabilities • Lead teams responsible for customer service, order management support, country lead coordination, business systems, renewals, analytics, and continuous improvement • Partner with Commercial, Operations, Supply Chain, IT, Quality, Regulatory, Finance, and Country teams • Establish and monitor customer experience metrics and performance dashboards • Drive continuous improvement using Lean principles and data-driven insights • Govern and optimise customer service procedures across regions • Define service standards across phone, email, digital, and other support channels • Develop and implement strategies supporting recurring deliveries, renewals, contract fulfilment, and service continuity • Champion Voice of the Customer initiatives and analyse feedback, complaints, surveys, frontline insights, and operational trends • Lead root-cause analysis and implement corrective actions • Drive customer journey improvement initiatives with Country Leads and regional stakeholders • Own processes supporting CRM, ERP, Genesys, and other customer support platforms • Oversee Customer Care Training, operational readiness, standardised processes, knowledge management, and quality monitoring • Support product launches through training, planning, documentation, staffing, and systems readiness • Develop executive-level reporting and analytics • Lead customer renewal programmes across eligible markets • Establish accountability for end-to-end customer lifecycle execution, fulfilment, shipment continuity, renewals, and service delivery • Travel to the customer centre in Porto

🎯 Requirements

• Bachelor's degree or equivalent combination of education and relevant experience • Significant experience leading customer-facing operations within a highly regulated industry • Experience managing customer service, sales support, order processing, technical support, or contact centre functions • Proven success leading large-scale operational improvements, service transformation initiatives, and cross-functional programmes • Strong knowledge of customer service operations, workforce management, quality monitoring, performance metrics, and vendor management • Experience working with Salesforce CRM, contact centre technologies, cloud-based telephony, ERP systems, and customer support platforms • Strong analytical skills with the ability to translate data into meaningful business insights and recommendations • Demonstrated success building relationships and influencing stakeholders across multiple functions and regions • Knowledge of healthcare, medical device, or other regulated environments is highly desirable • Experience managing third-party customer service vendors or BPO partners is advantageous • Experience supporting complaint handling processes and quality recordkeeping is beneficial • Fluency in English is required; additional language skills are advantageous • Ability to travel internationally up to 25%

🏖️ Benefits

• The opportunity to influence strategy and drive meaningful change at a global scale • A highly collaborative environment with talented colleagues across multiple functions and regions • Exposure to cutting-edge healthcare technology and innovative customer solutions • The autonomy to lead transformational initiatives and deliver measurable business impact • The chance to develop teams, build capabilities, and contribute to the future growth of the organisation • Collaborative, innovative environment • Workplace that celebrates achievements and supports well-being • Inclusive, equal-opportunity workplace