Job Description
CooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women's healthcare providers, including testing and treatment options.
CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women's health care clinicians. More information can be found at www.coopersurgical.com .
Responsibilities
At CooperSurgical we are currently looking to recruit a
Director Customer Experience - APAC. You will have the oversight and management of CooperSurgical Customer experience teams in Japan, China, India, and Australia, with a team of approximate 28 full time employees. You will report directly to the Senior Director of Customer Experience and the candidate should ideally be located in one of the following regions:
Japan, Australia or India.
Position
In the role as Director Customer Experience, you will be responsible for building and implementing a cross-regional team collaboration including implementation of the global customer experience strategy with local anchorage and strengths. The global Customer Experience Footprint is being developed and will include a new view on Customer Service and Support to the business to secure and maintain high Customer Satisfaction. As Director in the region, you will be responsible for driving the activities which will secure successful deployment. You will set the direction for the future level of Customer experience which includes streamlining, harmonizing and standardizing processes and procedures in the region.
While fostering team spirit and cross-regional practice sharing, you will also be preparing the regional teams in getting ready for the deployment of the new ERP system (Dynamics365). Deployment is scheduled for APAC region in 2026-2027.
You will work closely with EMEA to leverage the global alignment and skillset. You will manage CooperSurgical Customer Experience staff in various locations in the region, through a collaborative leadership style and open-door environment. As a regional role you will be expected to travel to meet business needs. You use your analytical mindset, proactive behaviour, and systematic approach to create value adding direction and support to grow the business and develop and train staff. You thrive in a dynamic work environment, and it is not the first time you are leading and developing a customer experience organization. You will work closely together with your teammates and stakeholders across continents. Building the presence and growth for customer experience in the APAC region will be a key deliverable.
You are an experienced and excellent communicator with strong verbal and written communication skills. You can tailor your messages to different stakeholders, possess active listening skills, empathy, professionalism, and have the ability to build and maintain positive relationships, across the organization. It is important to be able to effectively convey information, address concerns, and collaborate with others to achieve common goals.
The position is new established, and can and will develop over time.
Responsibilities
- Implement Global strategic direction with local regional touch
- Drive local activities to support the deployment of Global Customer Experience Strategy
- Customer satisfaction
- Align and prepare for ESRP readiness
- Leadership and performance
- Consolidate and harmonize processes
- Foster and develop a strong team spirit and cross-country collaboration
- Develop the regional teams to the next level
- Secure and maintain strong relations to the Commercial organization that will support the ongoing growth in the region
Qualifications
- Relevant degree at master level. Eg. Customer Relationship Management, Service management, Business Administration, or related.
- + 7 years of experience from a similar role, preferable medical device
- Ability to manage multiple, remote, and virtual teams consisting of employees with direct reports and direct reports and to work in a matrix organization.
- Collaborative team player accustomed to working in a multicultural environment emphasizing customer satisfaction.
- Leader capable of creating a collaborative relationship between Commercial, Operations and other business functions leading to continuous improvement.
- Strong interpersonal skills requiring the ability to resolve conflicts in various level of an organisation.
- Strong problem solving, team building and decision-making skills.
- Outstanding communication skills, and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts.
- A resourceful team player
- Fluent English (spoken and written) is mandatory.
