Manager, Service Operations Excellence

Full-Time

Hybrid

Durham, NC

About the Company:

MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners. Our Mission: Delivering leading-edge technology to restore hearing and empower connection.

About the Role:

Join us in elevating our contact center to world-class performance. This role moves beyond transformation and into long-term operational excellence, empowering teams and shaping the future of customer experience. We’re looking for a strategic and execution-focused leader who thrives in a growing, regulated medical device environment.

Primary Responsibilities:

• Understand the roadmap and act as a strategic architect of transformation in resulting projects.
• Translate annual organizational goals into actionable service strategies that align with customer expectations, compliance requirements, and industry best practices.
• Customer Experience & Insights
  • Implement robust methods to monitor CX across all channels.
  • Deliver actionable insights using resulting qualitative and quantitative data.
• Process Optimization & Change Management
  • Map workflows, prioritizing fragmented or reactive areas for streamlining efforts.
  • Foster resilience, adaptability, and a culture of continuous improvement.
  • Sustain improvement through training, education and coaching.
  • Champion automation, digitization, and integrations to improve efficiency and visibility.
• Contact Center Operations & Workforce Management
  • Analyze volume and temporal patterns across channels to support optimized staffing and scheduling. Provide forecasting and scheduling input to service leads for peak periods and new channel adoption.
  • Regularly review skill groups and routing with managers and reception to ensure that changes in staffing and schedule are reflected in current routing strategies.
• Metrics
  • Define and track KPIs such as service levels, order entry accuracy and timeliness, response times, call quality metrics,
  • Build dashboards to monitor these KPIs and adjust targets as maturity improves.
  • Lead KPI and metrics reviews with team leadership to ensure metrics drive accountability and improvement.
  • Deliver monthly and quarterly service operations reviews to executive leadership.
• Quality & Performance:
  • Implement quality assurance methods and tools that utilize current digital technologies to glean valuable quality insights from across all interactions regardless of channel.
  • Handle service-related complaints determining root cause and contributors to uncover processes which should be improved to prevent issues in future.
  • Establish a CX, Marketing, and Sales feedback and alignment rhythm to align customer service delivery and contact center insights with internal and external customer expectations.
• Training & Development:
  • Oversee department-level programs to successfully onboard new hires, enhance retention, develop expertise and deliver individualized coaching to staff.
  • Partner with managers to develop and implement performance scorecards for staff.
• Respond to requests for information from Executive Team including KPI requests, quality and performance analyses, readiness assessments for new product introductions, other.
• Accept special projects and additional assignments as business requires. Lead or contribute to cross-functional initiatives related to customer experience initiatives, process redesign, compliance, or system upgrades.

Position Qualifications:

• Bachelor’s degree (MBA preferred).
• 3+ years in contact center, customer service, quality, customer experience or service operations management within medical devices, pharma, or similar regulated industry.
• Proven experience transforming customer service operations in medical devices, healthcare, pharma or similar regulated industry.
• Change management training or credentials preferred.
• Experience with QA programs, workforce management, and business intelligence tools.
• Excellent communicator and collaborator; able to influence across levels and functions.
• Demonstrated success scaling excellence in high-growth environments.
• Highly organized, great communicator, skilled in stakeholder management.
• Deep knowledge of medical devices and healthcare including quality systems, FDA, HIPAA.
• Ability to perform under pressure, including audits and regulatory inspections.
• Expertise in process improvement frameworks (Lean, Six Sigma, etc.) and project management.
• Expertise in contact center management, metrics and omnichannel customer engagement.
• Strong analytical and critical thinking skills.
• Located in – or willing to relocate to – Durham, NC

What We Offer:

We know that benefits are important to you, and we offer a robust benefits package including:

• Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service.
• 401k Match
• 2 weeks fully paid parental leave
• Health Savings Account
• Short term and long-term disability paid by the company.
• Company paid life insurance with an option to purchase additional coverage.
• FSA Dependent Care
• Pet Insurance
• Critical Illness
• Accident Insurance
• PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
• Employee Assistance Program

MED-EL Corporation is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.