Manager, Global Customer Care

Breg, Inc.; Carlsbad (CA); On-site; USD 100,000 - 138,000; Full time

Benefits offered by this job

Medical, dental, vision and life ins.

PTO and holidays

Professional development opportunities

Diversity & inclusion

Job summary

Breg, Inc. in Carlsbad, CA is seeking a Manager, Global Customer Care to lead a multinational support organization. You will drive strategic service directions, oversee end-to-end order management, and partner with Supply Chain, IT, and Sales to ensure exceptional customer experiences.

The role requires extensive leadership in customer care, experience with CRM/ERP, and a focus on global market needs across regions. Strong collaboration and continuous improvement mindset are essential.

Qualifications

• Bachelor's degree in Business administration, Operations Management, International Business or related field equivalant required.
• Certification in Customer Service/Contact Center Leadership NICE, CX One, Lean Six Sigma, or relevant CRM/ERP platform certifications preferred.
• Bilingual proficiency in English and Spanish preferred.
• 5+ years of progressive leadership experience in Customer Care, Customer Operations, Order Management, or related function within a complex, multi-site organization.
• Demonstrated global business acumen across international markets including distributors channels and regional go-to-market models.
• Experience in Durable Medical Equipment (DME) or medical device environment preferred.
• Experience managing large-scale distributors or B2B networks with escalation governance.
• Advanced experience with CRM (Salesforce, MS Dynamics 365), Oracle ERP, NICE CXone, EDI, portals, automation, and AI-enabled workflows.
• Proficiency with MS Outlook, Word, Excel, Teams, PowerPoint.
• Ability to learn new software and systems, including AI productivity tools.

Responsibilities

• Leads and optimizes a global Customer Care organization supporting North America, EMEA, APAC and LATAM.
• Sets strategic direction for global service strategies, KPIs, and governance processes.
• Implements operating frameworks with clear roles, ownership, and escalation paths across regions.
• Develops distributor relationships and routes to market to support diverse global markets.
• Collaborates with Supply Chain, Logistics, Finance, IT, and external partners to enhance the customer experience.
• Oversees end-to-end order lifecycle including inquiries, returns, RMAs, and exports.
• Manages back-order processes with visibility into aging orders and proactive communication.
• Owns performance metrics, analytics and executive reporting for customer care.
• Leads complex escalations balancing customer needs, regulatory requirements, and financial impact.
• Drives adoption of ERP/CRM/EDI/NICE CXone/ portals and AI tools to improve service and efficiency.
• Builds partnerships with distributors and service providers for scalable global support.
• Champions a customer-centric culture with accountability and continuous improvement.
• Manages staffing, development plans, and compliance with company policies.

Skills

Leadership experience

Customer care operations

Order management

Global/intl operations

CRM/ERP tech proficiency

AI tools experience

Spanish language proficiency

Education

Bachelor's degree in Business/related field

Tools

Salesforce CRM

Oracle ERP

NICE CXone

EDI systems

MS Dynamics 365

Job description

Join Our Team and Keep Moving Forward with Breg!

At Breg, we are dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. As a leader in the orthopedic industry, we provide innovative products, consulting, technology, and services that help people move forward with confidence.

We are currently seeking a Manager, Global Customer Care in Carlsbad, CA. If you thrive in a dynamic environment where innovation and impact go hand in hand, this is the opportunity for you.

Who You Are

You are a forward-thinking professional who values collaboration, innovation, and making a meaningful difference. You bring expertise in the ability to plan, execute, control and deliver. Must be an effective communicator both in writing and verbally. Must be able to engage with patients and provide excellent customer service even in escalated situations.

What You'll Do

As a Manager, Global Customer Care, you will:

• Leads, develops, and optimizes a global Customer Care organization supporting domestic and international customers across North America, EMEA, APAC, and LATAM, including talent acquisition, coaching, successionplanning, performance management, and employee development.
• Establishes the strategic direction for Global Customer Care by translating organizational objectives into global service strategies, operational standards, key performance indicators (KPIs), service-level expectations, resource plans, governance processes, and continuous improvement initiatives.
• Develops and implements Customer Care operating frameworks that establish clear roles, decision authority, ownership, accountability, and escalation paths across global teams, enabling timely decision-making, consistent execution, and effective coordination across regions and cross-functional stakeholders.
• Cultivates deep expertise in international customer needs, distributor relationships, channel structures, regional requirements, and routes to market, ensuring service strategies, operational processes, and business decisions effectively support diverse global markets and are not solely driven by U.S. domestic practices.
• Partners with and influences cross-functional stakeholders including Supply Chain, Logistics, Distribution, Sales Operations, Finance, IT, Trade Compliance, Quality, and external partners to enhance end-to-end customer experience, mitigate operational risk, and support business performance.
• Oversees the execution of the complete order lifecycle, including order management, customer inquiries,complaint resolution, returns and return material authorizations (RMAs), fulfillment exceptions, export documentation, and customer communications.
• Directs global back-order management processes, ensuring visibility into aging orders, prioritization and allocation decisions, customer-impact assessments, escalation management, proactive communication, and revenue protection.
• Owns Customer Care performance measurement, analytics, and executive reporting, leveraging customer, operational, and order data to identify trends, assess business impact, provide actionable recommendations, and drive improvements in customer experience, operational efficiency, revenue protection, and service performance.
• Leads the resolution of complex customer and business escalations, exercising sound judgment while balancing customer needs, regulatory requirements, operational capabilities, and financial considerations.
• Drives the adoption, optimization, and continuous improvement of customer-facing and operational technologies, including Oracle Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) platforms, Electronic Data Interchange (EDI), NICE CXone, customer portals, automation tools, and artificial intelligence (AI)-enabled solutions to improve service responsiveness, visibility, analytics, scalability, and operational effectiveness.
• Develops and maintains strategic partnerships with distributors, third-party service providers, and key business partners to ensure consistent service delivery, issue resolution, and scalable support models across global markets.
• Champions a customer-centric culture focused on service excellence, accountability, continuous improvement, and alignment between customer needs and business objectives.
• Leadership responsibilities include the selection, development, performance management, and continuous recalibration of staff; ensures appropriate staffing levels and resource allocation; performs administrative tasks associated with timekeeping, pay, performance management, policy administration and other matters related to employment.
• Assesses staff and provides timely and consistent feedback regarding technical proficiency and effectiveness.
• Provides constructive feedback, guidance, and reinforcement to employees regarding job performance. Works with staff to identify work goals and create individual development plans. Evaluates training programs to ensure content meets staff needs.
• Responsible for behaving in a professional manner both internally and externally in relationships that positively impact the company's reputation and comply with the company's policies and practices.
• Responsible for promoting Breg's culture within the organization using established tools such as storytelling, providing focused feedback, and recognition. The performance of the position is aligned with the culture ofcommitment and accountability, following the steps of: See it, Own it, Solve it, and Do it.

What You Bring

• Bachelor's degree in Business administration, Operations Management, Supply Chain Management, International Business or related field equivalant required.
• Certification in Customer Service/Contact Center Leadership NICE, CX One, Lean Six Sigma, or relevant CRM/ERP platform certifications preferred.
• Bilingual proficiency in English and Spanish preferred.
• 5+ years of progressive leadership experience in Customer Care,
• Customer Operations, Order Management, or a related function within a complex, multi-site organization, including responsibility for talent management, organizational planning, and domestic and international customer operations such as order fulfillment, supply chain coordination, logistics, distribution, backorder management, and end-to-end customer experience.
• Demonstrated global business acumen and the ability to effectively operate across diverse international markets, including varying customer types, distributor channels, regional go-to-market models, cultural considerations, regulatory environments, and service expectations, with a proven ability to apply this knowledge to decision making, prioritization, team leadership, and customer outcomes.
• Experience in Durable Medical Equipment (DME), medical device, or similar regulated global healthcare environment strongly preferred.
• Experience supporting or managing large-scale third-party distributors (3PD), complex channel partners, or similarly scaled Business-to-Business (B2B) customer networks required, including escalation leadership, service governance, and consistent execution across complex account structures.
• Advanced experience with customer care, order management, and contact center technologies, including CRM platforms (e.g., Salesforce and Microsoft (MS) Dynamics 365), Oracle ERP, NICE CXone, EDI, customer portals, automation tools, AI-enabled workflows, and integrated contact center technologies, with demonstrated success driving user adoption, process improvement, reporting, analytics, and operational performance required.
• Proficiency with Microsoft (MS) Outlook, Word, Excel (advanced preferred), Teams, and Power Point capabilities.
• Technical competence includes the ability to learn new software and systems.
• Experience using artificial intelligence (AI) productivity tools such as Microsoft Copilot, required.

Why Breg?

At Breg, we invest in our people and culture. We offer:

• Comprehensive Benefits: Medical, dental, vision, disability, and life insurance, effective the first of the month after hire.
• Work-Life Balance: Paid Time Off (PTO) and company-paid holidays.
• Growth & Development: Opportunities for professional advancement within a company that values your contributions.
• Commitment to Diversity & Inclusion: Breg is proud to be an Equal Employment Opportunity employer, fostering a diverse and inclusive workplace.
• For more information regarding Company benefits, please see https://www.breg.com/benefits

Compensation

Salary Range $99,783-$137,667 USD Annually. Actual compensation is determined by factors such as experience, skills, and business needs. This range reflects the minimum and maximum target range for new hire base salary/pay across all US locations. Actual pay is based on many factors unique to each candidate, including but not limited to geographical location, work experience, skill set, relevant trainings and certifications, and business needs. The pay range is subject to change and may be modified in the future.

Breg is an Equal Employment Opportunity Employer and dedicated to a diverse work force and Drug Free work environment.

EOE/Minorities/Females/Vet/Disabled are encouraged to apply.

Applicants must be currently authorized to work in the United States on a full-time basis. The Company will not sponsor applicants for work visas for this position.