Professional Care Services Team Supervisor

Cochlear Limited; Lone Tree (CO); Hybrid; USD 73,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and disability insurance

401(K) matching with immediate vesting

Paid Time Off

Tuition reimbursement

Maternity and paternity leave

Employee Stock Purchase Plan

Pet insurance

Job summary

Cochlear, a global leader in hearing health care, is seeking a Professional Care Services Team Supervisor in Lone Tree, CO. The role will manage a 15+ member team delivering high-quality customer interactions via phone, email, Salesforce and SMS, while collaborating with sales, marketing, supply chain, and clinical teams.

You will mentor staff, drive performance improvements, and implement a quality audit program. This hybrid role combines in-office leadership with remote work flexibility.

Qualifications

• Bachelor’s degree or equivalent is required.
• 3–5 years of work experience in a supervisory or coaching role.
• Demonstrated experience leading, coaching and developing others.

Responsibilities

• Coach and assess performance for each team member.
• Develop and motivate team to adopt best practices for high-quality customer interactions.
• Partner with cross-functional teams to design quality audits and improve processes.
• Supervise the call center and staff to meet KPIs and SLA targets.
• Oversee staffing, training, engagement and performance reviews for team members.
• Identify training gaps and action steps to improve performance.

Skills

Leadership

Coaching

Mentoring

Education

Bachelor’s Degree or Equivalent

Tools

Salesforce

Job description

Professional Care Services Team Supervisor

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.

About the role

As Cochlear continues to grow and service our customers, we are recruiting for a Professional Care Services Team Supervisor in our Americas head office based in Lone Tree, CO. This role offers a hybrid work environment with a combination of in-office and remote work from home. To be successful in this role you’ll be able to motivate and coach a team of professional care representatives. You will teach, mentor, and support the professional development of a team of 15+ personnel as they provide high quality customer interactions through phone, email, Salesforce and SMS. You will work collaboratively with Cochlear’s sales team, marketing, supply chain, clinical, regulatory, and cross-functional business partners to provide our clinics with an elite end-to-end service experience.

Key Responsibilities

• Provides coaching related to performance and assesses areas of strength and areas of opportunity for each team member.
• Recognize, develop and motivate team aligned to expected behaviors and best practices leading to identified key behaviors which have the greatest impact on the quality/efficiency of the customer interaction while maintaining a positive customer experience.
• Partner with peer organizations to design a quality audit program that promotes meeting the needs of professional customers.
• Create a closed loop customer feedback process that promotes investment and change in operating procedures.
• Responsible for the supervision of the Professional Care call center and representatives, including queue and service level metrics leading to appropriate KPI metric achievements.
• Provides direction and supervision to the Professional Care team members.
• Responsible for staffing, training, direction, engagement and performance reviews for the Professional Care Representatives.
• Responsible for monitoring that all Customer Service functions are being performed and taking corrective action where and when required.
• Ensure training gaps are identified and actioned.
• Identify resources needed to improve individuals’ performance (i.e., training, human resources, company experts, peers) and develop a documented action plan to implement resolutions.
• Partner with other departments including IT, WFM, Supply Chain with the goal of identifying opportunities to improve internal processes and systems.
• Ensure connection and communication with the team by holding monthly team meetings and regular one on one conversations with staff.

Key Requirements

• Bachelor’s Degree or Equivalent
• Work Experience: 3-5 Years
• Leadership and Coaching Experience: 1-2 Years
• Demonstrated experience leading, coaching and/or developing others

Total Rewards

Pay Range in the United States: $73,000 - $80,000 per year base salary, based upon experience, as well as an annual bonus opportunity of 7.5% of base salary. Exact compensation may vary based on skills, experience, and location.

• Medical insurance
• Dental insurance
• Vision insurance
• Life and disability insurance
• 401(K) matching with immediate vesting
• Paid Time Off
• Tuition reimbursement
• Maternity and paternity leave
• Employee Stock Purchase Plan
• Pet insurance

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs. For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures, and processes to customers (whether internal or external). Influence, organization/classification of information and planning are also required. The work environment is a home/office environment and are representative of those an individual encounters while performing the essential functions of this job.

Cochlear Americas is an Equal Opportunity Employer

Cochlear Americas is an Equal Opportunity Employer. We will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.

Our growth is creating great opportunities! Our team is expanding and we want to hire the most talented people we can. Continued success depends on it.

Deadline to apply by November 25th, 2026.

We’re the global leader in implantable hearing solutions. We have provided more than 600,000 implantable devices, helping people of all ages to lead full and active lives. We help people hear and be heard. We empower people to connect with others and live a full life. We help transform the way people understand and treat hearing loss. We innovate and bring to market a range of implantable hearing solutions that deliver a lifetime of hearing outcomes.