Director, Customer Experience

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

Reinitiating the role as Regional Director Customer Service- APAC.

Preferred Location: Bangkok - Thailand

Scope:

Leads the Regional Customer Service organization in APAC, currently organized in, but not limited to, Australia, India, Japan, and China. This role is responsible for supporting all CSI businesses, with Commercial Leaders, Operations and Marketing as key stakeholders.

Job Summary:

This role acts as the leader of the APAC Customer Experience organization, currently 4 teams organized in Australia, India, China, and Japan: a team of totally 28 full-time employees.

This role is responsible for ensuring successful consolidation of the Customer Experience team in the APAC region and establishing as well as manage and drive the leadership of the teams in APAC.

This role is also responsible for ensuring a strong customer experience from customer contact until the administrative closing of an order. Success in this role will require improving the efficiency of customer processes while driving customer satisfaction. Two key components to this are building, managing, and developing high calibre teams across the region, and building close and effective cooperation with commercial leaders, and working closely with leaders of operations functions to better support our customers.

Essential Functions & Accountabilities:

• Leading the APAC Customer Experience teams in the region.
• Establish, harmonize, and standardize processes consistently across the entire region, ensuring a unified approach to streamline operations as well as maintaining alignment with global strategies and processes.
• Actively detecting and identifying process weaknesses, proposing improvements, and, upon agreement, implementing these enhancements to optimize efficiency.
• Ensuring a consistently high-quality customer experience throughout the entire lifecycle, from initial customer contact to the administrative closure of an order.
• Proactive role and dedicated effort to drive the onboarding of new product portfolios in Customer Experience, ensuring seamless alignment with Master Data Management, Pricing, and Product Management for a cohesive and integrated approach.
• Make effective usage of the available technical tools (ERP, CRM, 8by8, Patient portal) to create conditions for effective cross-region support.
• Emphasize and actively drive clear and transparent information sharing throughout the APAC Customer Experience function, fostering a collaborative "one-team" approach for enhanced cohesion.
• Collaborate closely with commercial leaders to guarantee that the local Customer Experience team is effectively supporting the business in alignment with its needs and objectives.
• Regularly communicate the status of key projects to relevant stakeholders, ensuring everyone is informed and aligned with the progress and objectives within the APAC Customer Experience function.
• Establish, lead, develop, and coach a high-calibre team, continuously evaluating team members, measuring productivity, managing talent, and fostering a culture of sharing best practices.
• Identify staffing needs through thorough capacity planning and network optimization, taking on the responsibility of hiring and managing talent in the APAC region, in consultation with commercial leaders.
• Cultivate a cohesive "one-team" approach, ensuring that every individual, regardless of location, feels an integral part of the global Customer Experience team, fostering collaboration and synergy.
• Prioritize knowledge and adherence to processes within the Customer Experience staff by implementing comprehensive training and educational programs, ensuring alignment with established processes and standards.
  
  
  

Qualifications

Experience:

• 5-10 years of experience in international functions with strong emphasize on operational excellence and team leadership.
• Relevant degree at master level. Eg. Customer Relationship Management, Service management, Business Administration, or related.
• Ability to manage multiple, remote, and virtual teams consisting of employees with 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.
  
  
  

Work Environment:

• Normal office work.
• Opportunity for hybrid working and or remote working, depending on the location.