Senior Manager / Director, Customer Service

Natus Sensory; Gort; Hybrid; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Health & Life Assurance

Defined contribution pension

Flexible work location

Flextime

Career progression opportunities

Free parking

Educational assistance

Job summary

Natus Sensory is seeking a strategic leader to head Global Customer Service in Gort, Ireland. You will supervise a worldwide team, drive customer experience improvements, and partner with Sales and Supply Chain to streamline end-to-end service delivery.

The role focuses on process optimization, data-driven decision making, and exploring automation and AI to modernize operations while maintaining a customer-first mindset. Travel to global sites may be required.

Qualifications

• 8+ years in Customer Service, Experience or Operations leadership.
• Global leadership experience across multiple geographies.
• Proven ability to improve processes and drive efficiency.
• Experience partnering with Sales and Supply Chain.
• Strong problem-solving, analytical and communication skills.

Responsibilities

• Lead and develop the Global Customer Service organization (≈20 associates).
• Drive customer experience improvements, service levels, and issue resolution.
• Partner with Sales and Supply Chain to optimize end-to-end order-to-delivery processes.
• Leverage data and AI/automation to modernize operations.

Skills

Leadership

Customer Service

Operations

Cross-functional

Tools

CRM systems

Job description

FOR MORE THAN 80 YEARS, Natus has been committed to serving the varying needs of clinicians, delivering the highest-quality solutions to raise the standard of care for patients everywhere.

Our comprehensive diagnostic and therapeutic sensory solutions are designed to simplify workflows for sensory specialists, ensuring care teams have the right instrumentation to give patients the right support — and greater peace of mind.

Location:

Gort, Ireland

We are seeking a customer-focused, results-oriented leader to lead our Global Customer Service organization and continuously improve how we support our customers. This individual will be responsible for delivering an exceptional customer experience while driving process improvements, operational efficiency, and team effectiveness with team members spread out across different geographies including North America, Europe, India and Australia.

The ideal candidate is a collaborative leader who puts the customer first, challenges the status quo, and looks for better and more efficient ways of working. This role will partner closely with Sales and Supply Chain to improve the end-to-end customer experience and explore opportunities to leverage technology, automation, and AI to modernize customer service operations.

Key Responsibilities

Customer Experience & Advocacy

• Champion a customer-first culture, ensuring customer needs and feedback are represented in business decisions.
• Drive improvements in customer satisfaction, service levels, responsiveness, and issue resolution.
• Identify recurring customer challenges and partner across the organization to deliver meaningful, lasting solutions.

Process Improvement & Efficiency

• Continuously evaluate and improve customer service processes to simplify workflows and eliminate inefficiencies.
• Leverage data and performance metrics to identify opportunities and drive measurable improvements.
• Explore automation and technology solutions to reduce manual work and create a more efficient, scalable operation.

Cross-Functional Partnership

• Build strong partnerships with Sales and Supply Chain to align priorities and deliver a seamless customer experience.
• Collaborate to resolve customer challenges, improve service performance, and address opportunities across the order-to-delivery process.
• Bring the voice of the customer into cross-functional discussions and drive shared accountability for customer outcomes.

Innovation & Team Leadership

• Lead, develop, and engage a Customer Service team of approximately 20 associates globally focused on accountability, collaboration, and continuous improvement.
• Demonstrate curiosity and interest in leveraging AI and emerging technologies to improve processes, enhance customer interactions, and transform how customer service operates.
• Encourage new ideas and support the adoption of better ways of working.

Qualifications & Experience

• 8+ years of experience in Customer Service, Customer Experience, or Operations, with demonstrated leadership experience in customer direct and distributor channel environments.
• Global leadership experience managing directly and indirectly organizations.
• Proven ability to improve processes, drive operational efficiency, and deliver a strong customer experience.
• Experience partnering across functions, particularly Sales and Supply Chain.
• Strong problem-solving, analytical, communication, and people leadership skills.
• Interest or experience in leveraging technology, automation, and AI to improve business processes.
• A collaborative, forward-thinking leader who is comfortable driving change and challenging existing ways of working.

Compensation and Benefits:

• Along with a competitive salary and bonus structure, we offer a comprehensive benefit package to start: Health & Life Assurance cover, defined contribution pension plan, flexible work location, flextime (depending on position), excellent career progression opportunities, free parking, and educational assistance.

Join Natus Sensory today.

Confidence in every Sense.

EEO Statement:

Natus Medical is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.