Customer Care Manager

Boston Scientific Gruppe; Ottawa; Hybrid; CAD 61,000 - 122,000; Full time

Job summary

Boston Scientific is seeking a TheraSphere Customer Care Manager in Ottawa. This leadership role focuses on team management and improving customer service operations amidst ongoing health industry challenges. The right candidate will drive strategic initiatives and ensure high-performance standards within the team, supported by a hybrid work model.

Qualifications

• Experience in customer service operations or a similar leadership role.
• Proven ability to lead teams and resolve conflicts.
• Knowledge of quality systems and SOP documentation is a plus.

Responsibilities

• Manage a team of 7 direct reports, addressing staffing issues.
• Oversee daily inquiries for customer care, ensuring timely responses.
• Liaise with internal departments and communicate with vendors.

Skills

Interpersonal skills

Communication

Conflict resolution

Team leadership

Education

Bachelor’s degree in a related field

Job description

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Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

About the role:
The TheraSphere Customer Care Manager, TheraSphere plays a critical leadership role in ensuring the smooth operation of customer service functions, cross-functional collaboration, and continuous process improvement. This role is responsible for managing daily operations, supporting team development, resolving escalations, and driving strategic initiatives across departments and with external partners.

Work Mode:
At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our local Ottawa office at least three days per week.

Relocation Assistance:
Relocation assistance is not available for this position at this time.

Visa Sponsorship:
Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

Your responsibilities will include:
Team Leadership & Development
· Manage a team of 7 direct reports
· Maintain development plans, track goal progress, and address challenges
· Mediate staffing issues, including holiday coverage and conflict resolution
· Lead daily team meetings to address ongoing concerns and operational updates
Operational Oversight
· Oversee the daily inquiries for the customer care team, ensuring timely and accurate responses
· Provide guidance and support during manufacturing and supply chain disruptions
· Assist with escalations and ensure effective resolution of complex issues
Cross-Functional & External Communication
· Liaise with field teams, site representatives, and other internal departments to resolve issues and support projects
· Communicate with third-party vendors to coordinate logistics and investigate delivery issues
· Manage communications during major logistics disruptions to ensure transparency and continuity
Customer Engagement
· Maintain regular communication with customers to resolve disputes, provide order and finance updates, and deliver usage or performance reports
· Represent the team and company professionally in handling escalated customer concerns
Order Management & Problem Solving
· Support the customer service team in navigating manufacturing challenges
· Assist in fulfilling complex or urgent orders, including relabels, LATAM shipments, and expedited requests
Documentation & Quality Compliance
· Maintain and update work instructions and standard operating procedures (SOPs)
· Implement changes through the quality system and ensure documentation accuracy
· Ensure team-generated reports are complete, accurate, and up to date
Complaint & Escalation Management
· Guide the team through complaint submission processes and feedback tracking
· Report on logistics performance and order accuracy
· Conduct regular reviews with logistics partners to address mis-deliveries and service issues
Project Support & Collaboration
· Contribute to strategic projects including geographic expansion, product development, data analysis and financial initiatives
· Collaborate with cross-functional teams to solve problems and enhance operational efficiency
· Provide audit support as the subject matter expert for customer-related services

Required qualifications:
· Bachelor’s degree in a related field (or equivalent experience)
· Experience in customer service operations or a similar leadership role
· Strong interpersonal and communication skills, with the ability to manage cross-functional relationships
· Proven ability to lead teams, resolve conflicts, and manage complex operational challenges
· Experience with quality systems, SOP documentation, and audit processes is a plus

Requisition ID:606402

Minimum Salary: $61300

Maximum Salary: $121600

The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see www.bscbenefitsconnect.com --will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.

Compensation for hourly, non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for salaried, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

Compensation for sales roles is governed by Sales Incentive Compensation Plan (which includes certain annual non-discretionary incentives based on predetermined objectives).

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

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