Director, US Customer Service

Responsibilities

• Lead and execute the U.S. Customer Service strategy, aligning service operations with business priorities, growth objectives, and customer expectations.
• Provide direct leadership to managers and senior leaders, fostering a culture of accountability, engagement, and continuous improvement.
• Oversee end-to-end customer service operations, including order management, issue resolution, returns, and service performance management.
• Establish and monitor key performance indicators (KPIs) to drive service excellence, productivity, quality, and customer satisfaction.
• Partner cross-functionally with Commercial, Supply Chain, Quality, Finance, and IT teams to ensure seamless customer experiences and operational alignment.
• Lead continuous improvement initiatives to simplify processes, enhance service reliability, and leverage technology and automation where appropriate.
• Ensure compliance with company policies, quality standards, and applicable regulatory requirements across all customer service activities.
• Manage operating budgets, resource planning, and vendor relationships to deliver efficient, cost‑effective service operations.

Requirements

• Bachelor’s degree required (Business, Supply Chain, Operations Management, or related field).
• Master’s degree or MBA preferred.
• Minimum of 10 years of progressive experience in customer service, operations, supply chain, or related functions, with significant people leadership responsibility.
• Proven experience leading large, multi-level teams in a complex, matrixed organization.
• Demonstrated ability to develop and execute operational strategies aligned to business objectives.
• Strong analytical and problem‑solving skills, with experience using performance metrics to drive improvements.
• Excellent communication and stakeholder management skills, with the ability to influence at senior levels.
• Preferred: Experience in medical devices, healthcare, life sciences, or other regulated industries.
• Experience leading customer service transformation initiatives, including process redesign or digital enablement.
• Strong understanding of order-to-cash processes and customer experience best practices.
• Demonstrated success managing change in fast-paced or evolving business environments.
• Certifications: Lean, Six Sigma, or similar continuous improvement certification preferred.