Vendor/BPO Product Support Supervisor [Hybrid]

Insulet; United States; Remote; USD 74,000 - 112,000; Full time

Job summary

A leading medical device company is seeking a Vendor/BPO Product Support Supervisor to manage the Customer Care Product Support team. This role involves operational management, ensuring high performance, and coaching vendor teams. The ideal candidate has experience in a regulated environment and excellent communication skills. This position offers a competitive salary and opportunities for growth within a dedicated team.

Qualifications

• 2+ years working in a regulated environment.
• 2+ years working in a technical support contact center environment.
• Experience managing teams in a contact center environment.

Responsibilities

• Manage day-to-day operations for the vendor-based support team.
• Ensure contact handling and performance metrics meet requirements.
• Provide coaching and feedback to vendor-based teams.

Skills

Excellent oral, written, and interpersonal skills

Demonstrated customer service/customer experience skills

Ability to multitask

Exceptional listening and analytical skills

Solid time management skills

Education

4 year college degree, or equivalent work experience

Tools

Contact Center Quality Assurance tools

Contact Center technology

Job description

Overview

Job Title: Vendor/BPO Product Support Supervisor

Department: Product Support
FLSA Status: Exempt

Position Overview: This position manages the day-to-day operations of the Insulet Corporation's Customer Care Product Support team, and will be responsible for resolving escalated customer contacts, managing existing and new processes, and discovering and implementing continuous improvement opportunities through analysis. This position collaborates daily with Insulet’s Product Support Tier II, CPS, Post Market Surveillance, and Regulatory and Engineering teams and must be able to work effectively in a cross-functional role with internal, external, and vendor-based business partners.

Responsibilities

• Ensures contact handling, documentation, and performance metrics meet contractual requirements
• Manages day-to-day operations for the vendor-based Customer Care Product Support Tier I team, serving as the main escalation point for any customer or agent-based questions/issues on products, processes, and contact handling
• Cross-functional collaboration on projects focused on overall agent/customer experience and new product/process deployment related to the Customer Care Product Support Tier 1 team
• Define, manage and implement enhancements to processes and systems to refine the vendor-based Customer Care Product Support Tier 1 structure
• Preparation of daily, weekly, monthly and quarterly vendor-based Customer Care Product Support Tier I related reports
• Provide coaching and feedback to vendor-based teams in accordance with department, company, and contractual goals/metrics
• Participate in the Customer Care Product Support quality program, conducting quality audits and calibration of quality scoring with leadership team
• Collaborate with the Customer Care Product Support Learning & Development team to identify training needs and learning opportunities within the vendor-based Customer Care Product Support Tier 1 team
• Participate in special projects and perform other duties as assigned

Education and Experience

• 4 year college degree, or equivalent work experience
• 2+ years working in a regulated environment
• 2+ years working in a technical support contact center environment
• 2+ years managing teams in a contact center environment
• Excellent oral, written, and interpersonal skills
• Demonstrated customer service/customer experience skills leading to high satisfaction customer outcomes
• Ability to take on multiple projects while balancing multiple priorities and critical deadlines
• Experience with providing coaching and corrective action feedback
• Experience with one or more of the following: Contact Center Quality Assurance tools & methodology, Learning & Development tools & methodology, Contact Center technology, tools, and analytics within a Contact Center

Preferred Skills and Competencies

• Knowledge of Diabetes, Diabetes Consumer Technology, and Disease State Management
• Experience working with, using, or providing training on a medical device
• Experience managing an outsourced vendor/BPO partner
• Self-motivated and self-starter
• Focus on quality and customer service
• Exceptional listening and analytical skills
• Solid time management skills
• Ability to collaborate, influence, and communicate within a matrixed organization
• Ability to multitask and operate in a fast-paced, team environment
• Adaptability to change and ability to set and adjust priorities
• Ability to work independently while contributing to team goals

Physical Requirements

• Sitting and standing associated with a normal office environment
• Manual dexterity for using a calculator and computer keyboard
• Lightweight lifting may be required
• Travel 10%-20% per month based on business needs; common locations include Acton MA, San Jose, Costa Rica, Mumbai, India
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

Additional Information

The US base salary range for this full-time position is $74,475.00 - $111,712.50. Our salary ranges are determined by role, level, and location. The range displayed reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and other factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. The compensation details listed reflect base salary only and do not include bonus, equity, or benefits.

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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