At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.
JOB OVERVIEW
We are seeking a dynamic and experienced Director of Customer Service Vitrolife Group (VLG) – North America to lead our Customer Service operations in the region. This role will play a critical part in delivering exceptional end-to-end customer experience and support the implementation of digital tools and processes tailored to the specific needs of the U.S. market which includes among others, direct-to-patient business models for Genetic testing. The Director will be responsible for harmonizing processes, improving service quality and driving efficiencies while leading the strategy behind Customer Success.
MAIN JOB DUTIES/RESPONSIBILITIES
Leadership and strategy:
- Lead the North American Customer service team, ensuring alignment with the global customer service strategy of defining and implementing One Customer Service team
- Support the Global CS leader in driving the transformation initiatives within the US market tailoring them to the region’s unique operation and regulation challenges
- Lead efforts to integrate patient-focused services with the rest of the business, particularly in handling direct to patient interactions and support for Genetic Testing.
Customer relationship management:
- Drive a customer-centric culture throughout the organization fostering a deep understanding of our key stakeholders, including patients, clinics and distributors ensuring their needs are met in a timely and in a customer centric manner
- Establish and manage mechanisms for capturing and analyzing customer feedback, ensuring continuous improvements of products and services based on customer feedback
Partnership with the commercial team:
- Assure joint planning sessions to align customer service with sales and marketing initiatives
- Collaborate on resolving systemic issues affecting both customer service and sales
- Ensure a seamless customer journey by coordinating touchpoints between customer service and sales
Insurance management:
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Include insurance management seamlessly in the end-to-end patient journey
Process Standardization and improvements
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Based on data analytics and trends Identify opportunities to streamline operations, eliminate inefficiencies and improve scalability of the CS organization within the region
- Implement digital tools and platforms aligned with the global VLG digital strategy that enhance the customer experience and enable seamless customer interactions
Change management and communication:
- Drive cross-functional collaboration with the sales, marketing and operations teams to ensure customer service efforts are aligned with broader business goals
- Play a key role in the successful roll out of new digital platforms and process improvements in the North American market
Collaboration and team building:
- Recruit, mentor and lead a high performing North America CS team ensuring professional growth and maintaining a high level of engagement
- Set clear performance goals, monitor KPI and drive accountability across the team to meet customer service objectives
- Foster a culture of collaboration and continuous improvement within the team
Performance management:
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Establish clear KPIs and metrics to measure the effectiveness of CS initiatives and track customer satisfaction
- Conduct regular performance reviews and adjust strategies as needed ensuring accountability and high standards for performance across the CS organization
Key Qualification & Competencies
Qualification:
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Bachelor’s degrees (B.A. / B.S.) in business, healthcare administration or related field
- +15 years of experience in customer service (at least 10 years in leadership positions), ideally within the medical device, healthcare or life science industry
- Strong experience in patient facing services, preferably with Genetic Testing and understanding US insurance models
- Proven track record of leading transformation initiatives, particularly in process improvements, digital transformation and change management
- Proficiency in customer service platforms, CRM (knowledge of Salesforce preferred) systems and digital tools that enhance the customer journey
- Minimum bilingual preferred (English /Spanish)
Competencies:
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Strategic leadership: ability to lead regional initiatives while aligning with global strategies
- Customer focus: Strong commitment to delivering exceptional customer experience
- OpEx: Experience in optimizing and scaling Customer service operations
- Analytical thinking: Ability to use data to make informed decisions
- Change management: Proven skills in leading and managing change in complex organization
- Team development: Ability to build, lead and inspire a high-performing team
- Adaptability: The ability to thrive in a fast-paced, ever-changing environment
Success factors:
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Success development of an efficient and scalable CS organization
- Achievement of high customer satisfaction scores particularly for patient-facing services
- Streamline the insurance and patient billing process leading to faster resolution and greater customer satisfaction
- Effective collaboration with Global leadership and partnership with regional business leaders
- Development of a high-performing CS team that meets operational KPIs and CS metrics
- Successful transition customer experience and transactions to digital platforms
Benefits:
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Paid Time Off
- Paid Holidays
- 401(k) with Employer Match
- Medical/Dental/Vision/ GAP insurance
- Basic Life and AD&D
- Short / Long Term Disability
- Critical Illness and Accident Insurance
- Employee Assistance Program
- Flexible Spending & Health Savings Account
An offer of employment is contingent on the successful passing of a background check. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalised genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of a fertility treatment.
We are currently approximately 1500 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 110 countries through our own presence in 30 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.
