DirecciónBVI ®is a global ophthalmic medical device manufacturer with a mission to deliver high quality solutions and innovation for advancing eye surgery and improving the vision of patients. With nine decades of developing leading products and solutions, BVI partners with ophthalmic surgeons to improve the vision of millions of patients across the globe. Our team supports surgical teams, in more than 115 countries worldwide, either directly or through our network of trusted distributors. Our trusted brands include: Beaver ®(Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) and PhysIOL® (Premium Intraocular Lenses).
PURPOSE
The Customer Operations Director is responsible for leading the Customer Service and Sales Operations teams for North America. Responsibilities include developing and implementing BVI’s Customer Service Strategy to deliver exceptional services to BVI’s customers. The incumbent will motivate, monitor, manage and develop their leadership team to drive excellence in Customer Operations. They will help build and drive a culture of continuous improvement whilst delivering efficiencies through use of technology and simple, scalable processes. Maintain sustainable relationships of trust through open and interactive communication both internally & externally to ensure alignment of business objectives.RESPONSIBILITIES
- Develop and deliver the Customer Operations strategy working alongside the Global Head of Customer Operations
- Manage, coach and train Customer Service Team Leads, Specialists & Associates.
- Drive continuous improvement ethos & actions to deliver exceptional customer service efficiently.
- Build and maintain effective relationships with other key internal stakeholders.
- Implement approaches with your leadership team to Measure and monitor team performance, ensuing relevant training modules are completed and quality work is delivered to expected timelines
- Coach and develop leadership team so that workload is prioritised, and organized ensuring deadlines are met and enquires are answered promptly.
- Prioritise on workload to deliver on agreed objectives, able to challenge where adjustments required
- Establish and drive analysis and timely production of reports, KPI’s and metrics
- Develop and support the one BVI culture by working to align and create consistent processes across the globe. Act as a change agent in this regard and lead your team accordingly
- Work collaboratively across functions and regions to drive a cohesive approach to customer experience across the organisation
- Be willing and able to support any country across Europe as and when required by carrying out daily activities and supporting customers
- Manages staff in accordance with organization’s policies and applicable regulations. Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems. Approves actions on human resources matters
- Other duties, special projects as required
MINIMUM REQUIRED EDUCATION AND EXPERIENCE
- Minimum 5 years experience of leading a team in a senior capacity with multi region responsibility including export markets
- Bachelor's degree in business or related field and 5+ years relevant experience; or equivalent combination of education, training and experience
- Must have excellent PC/system skills and be computer literate with the ability to learn software programs e.g. Microsoft Office and other databases (ERP Systems)
