Manager, Customer Service - IHFM

Edwards Lifesciences; Irvine (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

Edwards Lifesciences in Irvine, CA is seeking a senior leader in Customer Service to set strategy and lead direct reports with significant latitude. You will work cross-functionally to ensure patients receive support and remain connected to Edwards' mission.

Responsibilities include managing call center teams, developing training plans, analyzing trends, and driving continuous improvement across the customer service organization.

Qualifications

• Required leadership experience with responsibility for personnel actions.
• Experience in customer service or related regulated industry preferred.
• Ability to influence strategy and drive improvements across teams.

Responsibilities

• Set and influence customer service strategy and objectives.
• Lead direct reports with significant latitude and independence.
• Manage one or more call center teams and budgets.
• Develop training and development plans for team growth.
• Identify trends, provide insights to stakeholders, and drive process improvements.
• Collaborate with regional projects and cross-functional teams.

Skills

People management

Project management

Leadership skills

Communication skills

Analytical thinking

Cross-functional collaboration

Education

Bachelor's degree in related field

Master's degree or equivalent

Tools

Microsoft Office Suite

Job description

Imagine how your ideas and expertise can change a patient's life. At Edwards Lifesciences, our customer service teams are dedicated to providing thoughtful care and meaningful interactions to patients and stakeholders. As a member of this team, you'll work cross-functionally across our organization to ensure our patients receive the support they need and feel connected to our mission of putting patients at the heart of every decision

Many structural heart patients suffer from heart failure with limited options. Our Implantable Heart Failure Management (IHFM) team is at the forefront of addressing these unmet patient needs through pioneering technology that enables early, targeted therapeutic intervention. Our innovative solutions are not just transforming patient care but also creating a unique and exciting environment for our team members. It's our driving force to help patients live longer and healthier lives. Join us and be part of our inspiring journey.

In this role, you will contribute by setting and/or directly influencing the customer service strategy and accomplishing objectives through leading the work of direct reports who exercise significant latitude and independence.

How you will make an impact:

• Manage one or more call center teams within assigned function including team budget responsibilities.
• Ensure Team has strong development plans and leads the delivery / arrangement of training and development opportunities for the team to ensure continued improvement in operational performance and organizational capabilities. Develop team members to increase business acumen and functional skills.
• Identify and implement trends while performing analysis, and provide insights to stakeholders for process and communication improvement (e.g., automated tracking information, pricing, FCAs, reports). Collaborate with other BU's on shared analytics goals.
• Participate and represent Customer service on regional projects with medium complexity; coordinate customer service department activities and plans; develop departmental work procedures and principles (SOPs etc.)
• Identify and lead continuous improvement initiatives with responsibility of all project outcomes within customer service including researching new technologies.
• Develop and deliver customer service training for new product launches, pricing changes, customer communication, FCA's.
• Other incidental duties

What you will need (Required):

• Bachelor's Degree in in related field related experience in customer service or equivalent work experience based on Edwards criteria Required and
• Demonstrated track record in people management or equivalent work experience based on Edwards criteria Required
• At least 6 years of previous related experience with full responsibility for all personnel including hire/fire authority and handling of relevant aspects of employee relations or equivalent work experience based on Edwards criteria Required or Master's Degree or equivalent in in related field
• Experience working in a regulated industry or equivalent work experience based on Edwards criteria Preferred

What else we look for (Preferred):

• Proven successful project management leadership skills
• Proven expertise in Microsoft Office Suite and related tools and systems
• Excellent problem-solving, organizational, analytical and critical thinking skills including high discretion/judgment in decision making
• Excellent written and verbal communication skills and interpersonal relationship skills including negotiating and relationship management skills with ability to drive achievement of objectives
• Expert understanding of customer service procedures while addressing issues with impact beyond own team based on knowledge of related disciplines
• Expert understanding of related aspects of customer service processes and/or systems
• Knowledge of financial mechanism that relates to customer service
• Demonstrated ability to manage assigned team and provide coaching and feedback, including responsibility for all employee actions including hire/fire authority and partnering with HR on all aspects of employee relations
• Ability to develop and integrate metrics into the projects and operations that clearly demonstrate the value of customer service to the business
• Strict attention to detail
• Ability to interact professionally with all organizational levels and proactively escalated issues to appropriate levels of management in the organization
• Ability to work and excel within a fast paced, dynamic, and constantly changing work environment
• Frequently interacts with customers, and/or functional peer group managers, normally involving matters between cross-functional teams and the company; often leads a cooperative effort among members of a project team
• Participate and present at meetings with internal and external representations
• Resolve operational and scheduling issues
• Dedicated to quality client service and pro-active and responsive to client needs.
• Develop peer, cross functional and cross business