Executive Director, Customer Service Center Strategy & Ops Leader

leHACK

Base: $231,900.00 - $365,000.00; bonus/equity: eli...
Hybrid (3 days onsite, 1 day remote)
Ai-enabled service modernization
Regulatory-compliant intake
Cross-functional collaboration
The Executive Director, Customer Service Center Strategy & Ops Leader at leHACK will oversee the US Customer Service Center organization, focusing on strategy execution and operational performance across five contact centers. The role involves modernizing service capabilities through AI and automation, while ensuring compliance and delivering high-quality customer experiences

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 leHACK will oversee the US Customer Service Center organization, focusing on strategy execution and operational performance across five contact centers. The role involves modernizing service capabilities through AI and automation, while ensuring compliance and delivering high-quality customer experiences.

Salary

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

Skills & Requirements

Must-have

  • AI-enabled service modernization
  • Regulatory-compliant intake
  • Cross-functional collaboration
  • Pharmacovigilance and Quality Oversight
  • Customer and Patient Engagement Strategy

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)
  • US and Puerto Rico Residents Only
  • VISA Sponsorship: No

Work Rights

US and Puerto Rico Residents Only

Tailored Resume

Cover Letter