Executive Director, Customer Service Center Strategy & Ops Leader

vetshired.us

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 will oversee the US Customer Service Center, managing a large team while focusing on operational performance, compliance, and service modernization through AI and automation. The role requires extensive experience in customer service leadership within regulated environments, particularly in the pharmaceutical or healthcare sectors

Job Summary

  • This role directs the overall US Customer Service Center organization, accountable for strategy and execution of engagements with Healthcare Professionals, Patients, Consumers, and Employees across five contact centers.
  • A defining 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, and digital self-service.
  • The Executive Director serves as the Designated Point of Contact for the US Market and the single source of intake for Adverse Events, Product Quality Complaints, and product feedback, with executive accountability for FDA-required follow-up.

Matching Summary

Match Score: 85

The Executive Director, Customer Service Center Strategy & Ops Leader will oversee the US Customer Service Center, managing a large team while focusing on operational performance, compliance, and service modernization through AI and automation. The role requires extensive experience in customer service leadership within regulated environments, particularly in the pharmaceutical or healthcare sectors.

Salary

Base: $231,900.00 - $365,000.00; Bonus/Equity: eligible for annual bonus and long-term incentive; Benefits: comprehensive package including medical, dental, vision, retirement, paid holidays, vacation, compassionate and sick days

Skills & Requirements

Must-have

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

Nice-to-have

  • Executive Judgment and Enterprise Leadership
  • Talent Development and Organizational Leadership
  • Innovation and Automation Leadership

Key Requirements

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

Work Rights

Not specified

Tailored Resume

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