Senior CX & Order Operations Leader

Edwards; Irvine, Northern (CA, KY); Hybrid; USD 81,000 - 116,000; Full time

Job summary

Edwards Lifesciences in Irvine, CA is seeking a hands-on leader to provide order management and frontline supervision for our hospital customers and field sales teams. You will promote scalable support solutions, supervise staff, and ensure accurate, timely order processing from entry through shipment and invoicing.

The role requires a Bachelor’s degree and at least 4 years of leadership experience in a customer-facing setting, with strong collaboration across functions and a focus on quality

Qualifications

• Experience leading and fostering multi-cultural teams with cultural sensitivity.
• Proven project management expertise and ability to drive initiatives.
• Strong customer service orientation with attention to detail.
• Background in cross-functional collaboration across operations, sales and billing.

Responsibilities

• Subject matter expert on company order systems and processes and able to work cross functionally building out processes and procedures.
• Will hire, train, and supervise front-level customer service team members.
• Assure that customer service team members are following company policies and procedures to accurately and timely process order entry transactions.
• Investigate errors or issues in the customer service process, including shipping, receiving, billing, etc., to determine root cause and recommend corrective action as needed.
• Develop and maintain customer service metrics to be provided to Sales or other organizational leadership on a regular and/or ad hoc basis.
• Successfully resolve escalated customer issues with professionalism and a genuine desire to promote customer advocacy.

Skills

Leadership

Project management

Customer service

Cross-functional teamwork

Education

Bachelor's degree

Tools

ERP – JD Edwards (JDE)

MS Office

Job description

Edwards Lifesciences in Irvine, CA is seeking a hands-on leader to provide order management and frontline supervision for our hospital customers and field sales teams. You will promote scalable support solutions, supervise staff, and ensure accurate, timely order processing from entry through shipment and invoicing.

The role requires a Bachelor’s degree and at least 4 years of leadership experience in a customer-facing setting, with strong collaboration across functions and a focus on quality