Senior Director, Customer Care & Growth (Med Tech)

Sequel Med Tech, LLC; Marlborough (MA); On-site; USD 220,000 - 270,000; Full time

Benefits offered by this job

401k matching

Flexible PTO

Health insurance

Onsite work 1-2 days/wk

Job summary

Sequel Med Tech, LLC, based in Marlborough, MA, seeks a Senior Director, Customer Care to lead the global customer support strategy and operations. This role focuses on delivering exceptional service while driving efficiency, cost control, and scalable growth across phone, email, chat, and digital channels.

The ideal candidate has 12+ years in customer care leadership within FDA-regulated industries, plus strong analytical and cross-functional collaboration skills.

Qualifications

• Bachelor’s degree in Business Administration, Operations, or a related field.
• 12+ years of progressive leadership experience in customer care, customer service, contact center operations, or customer experience management.
• Experience building and scaling customer support organizations in high-growth or startup environments.
• Experience leading teams in FDA-regulated industries (medical device/pharma/healthcare).

Responsibilities

• Define and execute Sequel's Contact Center strategy and operating model.
• Direct and mentor a team of Customer Care leaders.
• Translate customer insights and performance data into strategic initiatives.
• Collaborate with senior leaders to align priorities and ensure regulatory compliance.

Skills

Customer care leadership

Strategic thinking

Analytical skills

Cross-functional collaboration

Financial acumen

Change management

Education

Bachelor's degree

Tools

CRM (Salesforce)

Job description

Sequel Med Tech, LLC, based in Marlborough, MA, seeks a Senior Director, Customer Care to lead the global customer support strategy and operations. This role focuses on delivering exceptional service while driving efficiency, cost control, and scalable growth across phone, email, chat, and digital channels.

The ideal candidate has 12+ years in customer care leadership within FDA-regulated industries, plus strong analytical and cross-functional collaboration skills.