Senior Manager of Global Intake Operations - Remote Job at Olympus Corporation of the Americas
Are you looking for a company that cares about people’s lives and health, including yours? At Olympus, we help make people’s lives healthier, safer and more fulfilling, every day.
Let’s inspire healthier lives, together.
Job Description
The Senior Manager of Global Intake Operations is responsible for Olympus intake operation, BPO’s and 3rd party organizations metrics to report on performance as well as areas of opportunity. Strategizing and planning on future demands to meet company objectives and efficiency targets, while maintaining a head count that aligns with current contact volume needs. This new role will support the Executive Director Global Complaint Intake to develop and drive strategic accountability and oversight implement internal documentation, processes, and policies to ensure Olympus meets or exceeds industry standard as a global Center of Excellence.
The Sr. Manager of Global Intake Operations shall have direct accountability the buildout disaster recovery and business continuity plan alongside our IT shared service partners. Accountability oversight and understanding of flows of calls through IVR, Call Routing, Work Queues, Email, Portal and serve as a liaison and work collaboratively with Olympus shared service to include IT, Telecomm and Operations globally. Facilitate weekly, monthly and quarterly business review with key functions to include Customer Service, Complaint Intake and Triage and Customer Experience.
Job Duties
- Ongoing review of department processes and individual team processes to ensure strategic goals and alignment are met.
Interact with stakeholders to set expectations, review objectives and coordinate resources across the individual account team’s projects.
Maintain a high-performance environment by monitoring the team tasks and ensuring a balanced workload for service meet or exceeds industry standards to ensure Olympus maintains a Center of Excellence.
Provide high level customer service, central station process recommendations and cost recommendations to the team as needed.
Establish and implement strategic, and operational level KPIs to drive executive engagement.
Responds to, solves, and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization.
Strategically partner with the customer and commercial organizations working with Salesforce CRM technology platform to provide Olympus customers a positive reporting experience.
Responds to, solves, and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization.
Responds to, solves, and makes decisions on business requests that have broader department impact and/or moderate risk. Presents alternative solutions to business issues by leveraging the broader organization.
Serves as a leadership team member reporting directly to the Executive Director Global Complaint Intake
Job Requirements
REQUIRED QUALIFICATIONS:
Bachelor's degree 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.
Demonstrated experience in developing and leading a top performing team is required.
Up to 50% domestic travel, occasional international travel may be required.
PREFERRED QUALIFICATIONS:
Experience establishing strategy and driving implementation of global processes for customer service, technology and outsourced operations.
Experience supporting customers in a 24x7x365 environment.
Scoping and launching new Bo’s from cradle to grave.
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.
** The anticipated compensation range for this position is $123,000 to $173,000 USD annually and the compensation offered will depend on the candidate’s qualifications.
We realize work isn’t just a job to you.
It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.
Olympus requires all 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.
Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.
Olympus’ 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 overall costs, and enhance the quality of life for patients. Olympus’ Medical portfolio includes endoscopes, laparoscopes, and video imaging systems, as well as surgical energy devices, system integration solutions, medical services, and a wide range of endotherapy instruments for endoscopic and therapeutic applications. For more information, visit www.olympus-global.com.
Olympus…True To You. True To Society. True To LIFE.
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) || California (US-CA) || San Jose ||
Please Note :
caminobluff.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, caminobluff.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.