COMPANY DESCRIPTION At AirLife, we are dedicated to improving the quality of every breath. Excellence with Every Breath is not just a tag line, but the way we work and take care of our customers. With a mindset to evolve, innovate, and grow, we are a premier manufacturer of the highest-quality and market-leading breathing consumables. This growth philosophy has positioned us to increase our global footprint and business reach, impacting even more people around the world. Our expanding family of the most trusted brands offers a product portfolio that spans the continuum of care from first responder to home care, with safety, patient comfort, and clinical performance in mind. Collective expertise allows us to provide quality products and experiences to our patients, customers, and our people. Our values of Customer first, Differentiate with our People, Bias for Action, Continuous Improvement and Accountability define who we are and how we work. Join us! POSITION SUMMARY As the VP Global Customer Service, you will be responsible for developing and executing the global customer service strategy and managing business operations for the global Customer Service teams. You will develop and drive a world class customer experience with AirLife, including developing teams, tools and processes cross-functionally to continuously improve how we support our customers. The VP Global Customer Service will work closely with senior leadership to align customer service strategies with broader business objectives, drive innovation, and improve service delivery. POSITION QUALIFICATIONS The specific minimum competencies needed to perform the essential duties of the job include knowledge, skills, abilities, level of education, and experience necessary for successful performance. These competencies are generally demonstrated through specific service, education, or training. Knowledge, Skills & Abilities: - Strong problem-solving skills.
- Ability to work under tight deadlines and manage multiple projects at a time.
- Strong written and verbal communication skills.
- Advanced system skills and the ability to learn new systems quickly.
- Self-motivated, independent worker.
Level of Experience: - 10+ years of experience with 5+ years of managing large teams
- Experience leading global teams and working processes in multiple countries
- Experience managing financials, either P&L or departmental budgets, with proven track record of achieving targets.
Level of Education: - Bachelor’s degree in business or related field of study
Travel: 25-50%, depending on location; ability to travel to El Paso and Chicago monthly and internationally 1-2 times per year. ESSENTIAL DUTIES AND RESPONSIBILITIES The Customer Service organization provides daily support to AirLife customers and is responsible for answering inquiries, entering and managing orders, and interfacing with commercial and operational teams to create an exceptional order-to-delivery experience for all customers. The VP Global Customer Service is responsible for establishing and executing the strategy to deliver a world-class customer experience. - Strategic Leadership: Lead the development and execution of global customer service strategies that drive a world-class customer experience through the customer service team, systems and processes.
- Department Leadership: Provide leadership to the global customer service teams, including performance management, career development, coaching and driving continuous improvement in all aspects of roles. Develop a best-in-class team with clear and meaningful performance measures.
- Cross-Functional Collaboration: Partner with cross-functional leaders in Sales, Marketing, Operations, Finance, IT and other departments to identify, align and resource improvements to the global customer service experience. Work collaboratively with other leaders to align Customer Service strategy and priorities within the overall AirLife strategy & customer experience.
- Systems Innovation: Partner with IT to develop and execute against a customer service systems roadmap to drive automation, accuracy and data-driven management of customer service delivery.
- Customer Feedback & Continuous Improvement: Establish a culture of continuous improvement within Global Customer Service, identifying areas of improvement with your team and guiding process improvement initiatives to improve support to customers. Develop systems and tools to capture customer feedback, analyze results and put action plans in place to resolve issues and drive improvement.
- Financial Management: Manage global departmental budget and continuously look for ways to operate more cost efficiently while maintaining high customer service levels and KPI performance. Work cross functionally to assess trade offs between operational expense and faster delivery in the order-to-cash process.
- Executive Presentations: Synthesize information and present to executive team members regularly. Lead the Customer Service Steering Committee to drive improvements cross-functionally to the customer experience and lead KPI discussions around Customer Service performance and initiatives.
OTHER RESPONSIBILITIES - Focus on achieving our Company mission.
- Demonstrate accuracy and thoroughness in daily work; look for ways to improve and promote quality & safety.
- Inspire the trust of others; treat people with respect and dignity and embrace the value of diversity.
- Use time efficiently; perform job accurately, thoroughly, and conserve Company resources to improve profits.
- Contribute to building and maintaining a positive team environment.
- Assure all policies and guidelines are implemented and followed.
QUALITY POLICY At AirLife, Quality is our promise. It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements. DEIA STATEMENT
At AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.
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