Manager, Customer Care-Americas

About the role

We’re hiring a Manager, Customer Care – Americas to lead our Customer Care organization across Philadelphia, Grand Rapids, and Anaheim. This is a leadership role first. The person selected will lead and develop our site Customer Care Managers, establish consistent expectations across locations, strengthen accountability, and ensure customer and business priorities are carried through to completion.

Responsibilities

• Leading Customer Care performance across three U.S. locations
• Developing managers and building a strong talent pipeline
• Using operational data to identify risks and improve results
• Driving process standardization and continuous improvement
• Partnering across Sales, Operations, Planning, Quality, Finance, Supply Chain, IT, and Commercial Operations
• Leading customer escalations and addressing systemic order-to-cash issues
• Improving staffing, training, cross-training, and succession planning

Requirements

• 7+ years of progressive experience in customer care, order management, customer operations, or commercial operations
• 5+ years of people-leadership experience
• Experience leading operational change and improving performance through data
• Experience working across the order-to-cash process
• Multi-site leadership experience is strongly preferred
• Experience in regulated manufacturing, medical devices, or healthcare packaging is a plus

Schedule

This is a hybrid position with an on-site expectation Monday through Thursday and optional remote work on Fridays, based on business needs. Travel among our Philadelphia, Grand Rapids, and Anaheim locations is required.