Global Customer Service Director (Statewide, NC, US, 12345)

Would you like to contribute to improving the quality of life of people with hearing loss?

At Oticon Medical, we develop, produce and market bone-anchored hearing systems. At our site ITSA Medical in Vallauris (Sophia Antipolis), in the south of France, we specialize in the production of active implantable class III implants and soon also worldwide distribution of the company’s full product portfolio.

We are looking today for a Global Customer Service Director to lead the structuring and oversight of our Customer Service function on a global scale.

As Oticon Medical embarks on its journey as a standalone business, you will take the helm of an international team spread across 6 regions, with the mission of building, standardizing, and scaling a high-performing, consistent service model that remains responsive to local market needs. As a true architect of this function, built from the ground up you will work closely with Sales and Operations teams to ensure seamless commercial execution, drive the rollout of new systems and processes, and place service excellence at the heart of our growth, for the benefit of our field teams, our clinicians, and our patients.

Responsibilities

Team Leadership & Development

• Recruit, build and develop the customer service team, with ownership of performance, efficiency and professional growth
• Lead, motivate and coach the global customer service team in conjunction with regional sales, creating a consistent cadence of support across distances and cultures

Global Team Structure

• Oversee the integration of local teams into a globally reaching, regionally based team with a streamlined and consistent approach
• Work closely with Regional and local Sales Teams, Marketing, Operations and the VP Global Sales to ensure effective support for all stakeholders — the salesforce, clinicians and patients

Process & Standards

• Develop new SOPs, continuously assess and improve service procedures, policies and standards, and drive the rollout of training on new infrastructure and processes
• Take ownership of issues and required developments, seeing them through to resolution

Customer Experience & Growth

• Improve the customer service experience, create engaged customers and facilitate organic growth
• Develop a thorough understanding of Oticon Medical's products, customers and patients, keeping ahead of industry developments and applying best practices

Additional Responsibilities

• Perform all other duties and special projects as assigned by the VP Sales & Marketing

Qualifications

Education & Experience

• Bachelor’s degree in Business, Health, or Communications preferred
• Minimum 5 years of managerial experience in a busy customer service or operational environment
• Previous experience in the healthcare/medical field preferred

Leadership & Team Development

• Proven experience building teams from the ground up, on an international or multi-site scale
• Strong coaching, training and mentoring skills, with the ability to motivate and develop a diverse team
• Experience operating in a matrix organization across regions and cultures

Transformation & Cross-functional Collaboration

• Demonstrated experience leading transformation, change, or operating model transitions
• Track record of working closely with commercial organizations (Sales, Marketing, Operations)

Skills & Competencies

• Strong multilingual capabilities - English & French required, additional European languages appreciated
• Detail-oriented with superb organizational skills
• Persistent, decisive, resourceful and customer-focused, with the ability to self-motivate
• Strong commitment to high ethical and professional standards, managing all relationships with integrity and dedication
• Willingness and ability to travel on a regular basis

Additional Information

• Permanent Contract
• Full Time Job
• Salary Range [60K-80K] (open to discussion depending on experience and profile)