Executive Director, Customer Service Center Strategy & Ops Leader

Mericalherbs

Base: $231,900.00 - $365,000.00; bonus/equity: eli...
Hybrid (3 days onsite, 1 day remote)
Customer service center strategy
Operational performance management
Regulatory-compliant intake
The Executive Director, Customer Service Center Strategy & Ops Leader at Mericalherbs is responsible for leading the US Customer Service Center organization, ensuring compliance and operational excellence across five contact centers, while modernizing services through AI and automation. The role requires extensive experience in customer service leadership within regulated environments, and it emphasizes collaboration across various departments to enhance customer and patient engagement

Job Summary

  • This role leads the overall US Customer Service Center organization with accountability to direct the strategy and execution of engagements with Healthcare Professionals, Patients, Consumers, and Employees across five contact centers.
  • A defining and expanded component of this role is full ownership of the evolution of the CSC capability stack to be AI‑enabled, modernizing service centers through automation, advanced analytics, digital self‑service, and AI‑enabled customer engagement.
  • The Executive Director serves as the Designated Point of Contact for the US Market and the single source of intake for Adverse Events (AEs), Product Quality Complaints (PQCs), CDT, and product feedback, with executive accountability for FDA‑required follow‑up, audit readiness, and inspection outcomes.

Matching Summary

Match Score: 85

The Executive Director, Customer Service Center Strategy & Ops Leader at Mericalherbs is responsible for leading the US Customer Service Center organization, ensuring compliance and operational excellence across five contact centers, while modernizing services through AI and automation. The role requires extensive experience in customer service leadership within regulated environments, and it emphasizes collaboration across various departments to enhance customer and patient engagement.

Salary

Base: $231,900.00 - $365,000.00; Bonus/Equity: eligible for annual bonus and long-term incentive; Benefits: medical, dental, vision healthcare and other insurance benefits, retirement benefits, 401(k), paid holidays, vacation, and compassionate and sick days

Skills & Requirements

Must-have

  • Customer Service Center Strategy
  • Operational Performance Management
  • Regulatory-Compliant Intake
  • AI-Enabled Service Modernization
  • Pharmacovigilance and Quality Oversight
  • Cross-functional Partnership

Nice-to-have

  • Executive Judgment and Enterprise Leadership
  • Customer-Centric Service Design
  • Talent Development and Organizational Leadership

Key Requirements

  • Minimum of 10 years of progressive leadership experience
  • Demonstrated experience leading large, multi-level organizations in regulated environments
  • Strong understanding of pharmaceutical or healthcare customer engagement
  • Expertise in contact center operations, customer engagement technologies, automation, and performance management
  • Proven ability to lead cross-functional initiatives
  • Bachelor’s degree (BA/BS)

Work Rights

Not specified

Tailored Resume

Cover Letter