Director, Global Contracts & Customer Service Management

Davita Inc.; United States; Remote; USD 145,000 - 197,000; Full time

Job summary

A leading company seeks a Director of Global Customer Contracts and Services. The role involves managing worldwide commercial contracts and ensuring high-level customer service. Candidates should possess extensive experience in contract negotiation, customer service, and team leadership, ideally within the medical device industry. This position will be remote with a preference for candidates located in Massachusetts or the Northeast Region.

Benefits

401(k) with employer match

Employee stock purchase plan

Flexible time off

Paid sick time

Parental leave

Tuition reimbursement

Qualifications

• 10 years of experience in customer-facing roles, ideally in contract management.
• Min 6 years in leadership roles.
• Familiarity with industry-specific regulations preferred.

Responsibilities

• Oversee contract negotiation and customer service operations.
• Ensure compliance with regulations and standards.
• Lead a team to enhance customer satisfaction.

Skills

Contract Negotiation

Customer Service Management

Contract Compliance

Process Improvement

Education

Bachelor's degree in Business Administration, Management, Finance

Master's degree (preferred)

Professional certification in contract management

Tools

Contract Management Software

Job description

We are constantly looking to add to our core talent. If you are seeking a career that is challenging and rewarding, a work environment that is diverse and dynamic, look no further - Haemonetics is your employer of choice.

Job Details

The Director, Global Customer Contracts and Services is a senior-level position responsible for managing Haemonetics worldwide commercial contracts and customer service processes.This includes overseeing contract negotiation, administration, and compliance, as well as managing the flow of customer orders globally.

As it relates to contracting, the Director will lead a team that ensures contracts are thoroughly reviewed / drafted, accurate and legally sound, responsibly negotiated and attentively maintained, all in a timely fashion. The Director will develop and maintain robust contract management processes, procedures, internal controls and systems to ensure compliance with regulations and industry standards.

This individual will also lead and support the customer service team including setting goals, providing training, supporting high volume processing efficiency and ensuring high levels of customer satisfaction.The Incumbent will oversee global customer order management processes to ensure efficient and timely execution while meeting both internal and external customer requirements. This will be a remote role with preference for candidates located in Massachusetts or the Northeast Region.

Contract Leadership Responsibilities:

• Negotiate and Draft Contracts - Manage a team that works with legal, finance and other cross-functional stakeholders to ensure contract terms are fair and legally compliant, and that they meet the needs of both the company and the customer.

• Manage Contracts - Manage a team responsible for tracking contract terms, ensuring adherence to contract obligations, and handling contract renewals and terminations.

• Address Contract Disputes - Mediate disputes that arise with customers regarding contract terms, working to find mutually agreeable solutions.

• Oversee Contract Compliance - Ensure adherence to commercial and government regulations. Facilitate processes / reporting to ensure all parties involved in the contract are adhering to their obligations, and that all necessary documentation is in order.

Customer Service Leadership Responsibilities:

• Ensure Business Stability and Scalability - Establish and maintain systems + processes to support the seamless processing of a high volume of transactions (orders, inquiries, ...)

• Monitor Customer Satisfaction - Track customer feedback, conduct surveys, and analyze data to identify areas where customer satisfaction can be improved.

• Address Customer Complaints and Inquiries - Handle customer issues promptly and effectively, ensuring that customers feel heard and valued.

• Develop and Implement Customer Service Strategies - Identify areas for improvement, develop new initiatives, and implement changes to improve customer service.

Education/Experience:

• Bachelor's degree in Business Administration, Management, Finance or related field Required. Master's degree in law, business administration, or a related field with emphasis on analytical, communication, and strategic thinking preferred

• Professional certification in contract management (e.g., CPCM, CCMP) and / or legal qualifications and / or program management (PMP) is a significant asset.

• 10 years of experience in a customer-facing function (ideally contract management or customer service, ideally within medical device) required. 7-years Business, Finance and/or Contracting experience required.

• Min 6 years experience in a leadership or supervisory role in a matrix, direct / indirect and global settings is required

• Proven track record of successful contract negotiations and/or customer service management within the matrix, international environment required

• Familiarity with industry-specific regulations and standards.

• Advanced knowledge of contract / order management lifecycle software is Preferred

• Exposure to process improvement methods (Lean/Lean Startup, Six Sigma) is advantageous.

EEO Policy Statement

Pay Transparency:

The base pay actually offered to the successful candidate will take into account, without limitation, the candidate's location, education, job-knowledge, skills, and experience in prior relevant roles. Incentives may also be provided as part of Haemonetics' employee compensation. For sales roles, employees will be eligible for sales incentive (i.e., commission) under the applicable plan terms. For non-sales roles, employees will be eligible for a discretionary annual bonus, the target amount of which varies based on the applicable role, to be governed by the applicable plan terms. Employees may also be eligible to participate in the Company's long-term incentive plan, with eligibility and target amount dependent on the role.

In addition to compensation, the Company offers a competitive suite of benefits to its employees, including without limitation, a 401(k) with up to a 6% employer match and no vesting period, an employee stock purchase plan, "flexible time off" for salaried employees and, for hourly employees, accrual of three to five weeks' vacation annually (based on tenure), accrual of up to 64 hours (annually) of paid sick time, paid and/or floating holidays, parental leave, short- and long-term disability insurance, tuition reimbursement, and/or health and welfare benefits.

Depending on your location, you may be eligible for more detailed information related to the compensation and benefits related to this job posting. If you believe you may be entitled to such information by law, you may contact 1-781-348-7777, Monday through Friday, 7:30 a.m. - 5 p.m. ET or email [e-mail].

The base salary range for this role is:

$145,549.31-$196,690.94/Annual