As Senior Manager, Customer Care Operations, you'll provide strategic leadership across international customer care operations, driving service excellence, operational performance, and customer satisfaction across multiple regions.

In this role, you will:

• Lead the overall International Customer Care Operations strategy, ensuring consistent delivery of outstanding customer experiences across all markets.
• Build and develop scalable customer service and support capabilities that support business growth and evolving customer needs.
• Lead and inspire teams responsible for customer service, order management support, country lead coordination, business systems, renewals, analytics, and continuous improvement.
• Partner closely with Commercial, Operations, Supply Chain, IT, Quality, Regulatory, Finance, and Country teams to deliver seamless customer experiences.
• Establish and monitor customer experience metrics and performance dashboards, including service levels, customer satisfaction, NPS, complaint trends, first-contact resolution, response times, and operational efficiency indicators.
• Drive continuous improvement initiatives using Lean principles and data-driven insights to optimise processes and enhance customer outcomes.
• Lead governance and optimisation of customer service procedures across regions, ensuring compliance, consistency, and operational effectiveness.
• Define service standards across phone, email, digital, and other customer support channels to ensure high-quality, timely customer interactions.
• Develop and implement customer operations strategies that support recurring deliveries, renewals, contract fulfilment, and long-term service continuity.
• Build strong partnerships with Commercial and Finance teams to ensure operational activities are customer-centric, financially sound, and aligned to business objectives.
• Champion Voice of the Customer initiatives by analysing customer feedback, complaints, survey results, frontline insights, and operational trends to identify improvement opportunities.
• Lead root-cause analysis efforts for recurring customer issues and implement sustainable corrective actions.
• Drive customer journey improvement initiatives in partnership with Country Leads and regional stakeholders.
• Own business processes supporting CRM, ERP, Genesys, and other customer support platforms, partnering with IT teams to deliver automation and system enhancements.
• Provide strategic oversight of Customer Care Training to ensure operational readiness, standardised processes, knowledge management, and quality monitoring.
• Support successful product launches by ensuring customer care teams are prepared through effective training, planning, documentation, staffing, and systems readiness.
• Develop executive-level reporting and analytics that provide actionable insights into customer interactions, operational performance, and service effectiveness.
• Lead customer renewal programmes across eligible markets, working closely with Country Managers and Commercial teams to maximise customer retention and long-term success.
• Establish accountability for end-to-end customer lifecycle execution, ensuring fulfilment commitments, shipment continuity, renewals, and service delivery are effectively managed.

Location: This role can be based in the UK or Switzerland and will require travel to our customer centre in Porto.

YOU'RE AWESOME AT:

We're looking for someone who brings a combination of strategic leadership, operational expertise, and customer passion, including:

• 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%.

WHAT’S IN IT FOR YOU?

This is an opportunity to make a meaningful impact in a growing global MedTech organisation committed to improving lives. You'll work in a collaborative, innovative environment where your ideas and expertise will help shape customer experiences across international markets.

You'll enjoy:

• 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.