Executive Director, Customer Service Center Strategy & Ops Leader

medhunter.de

Base: $231,900.00 - $365,000.00; bonus/equity: ann...
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Customer service center strategy
Operational performance management
Regulatory-compliant intake
** The Executive Director, Customer Service Center Strategy & Ops Leader at medhunter.de is responsible for leading the US Customer Service Center organization, focusing on strategy execution, operational performance, and service modernization through AI. The role requires extensive experience in customer service within regulated environments, managing compliance, and optimizing multi-channel 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: 75

** The Executive Director, Customer Service Center Strategy & Ops Leader at medhunter.de is responsible for leading the US Customer Service Center organization, focusing on strategy execution, operational performance, and service modernization through AI. The role requires extensive experience in customer service within regulated environments, managing compliance, and optimizing multi-channel engagement. **

Salary

Base: $231,900.00 - $365,000.00; Bonus/Equity: Annual bonus and long-term incentive, if applicable; Benefits: Medical, dental, vision, 401(k), paid holidays, vacation, sick days

Skills & Requirements

Must-have

  • Customer Service Center Strategy
  • Operational Performance Management
  • Regulatory-Compliant Intake
  • AI-Enabled Service Modernization
  • Pharmacovigilance and Safety 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 progressive leadership experience
  • Experience leading large, multi-level organizations
  • Strong understanding of pharmaceutical/healthcare customer engagement
  • Expertise in contact center operations and technologies
  • Proven ability to lead cross-functional initiatives

Work Rights

Not specified

Tailored Resume

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