Executive Director, Customer Service Center Strategy & Ops Leader

med-in.at

Base: $231,900.00 - $365,000.00; bonus/equity: eli...
Hybrid (3 days on-site, 1 day remote)
Customer service center strategy
Ai-enabled service capability
Regulatory-compliant intake
The Executive Director, Customer Service Center Strategy & Ops Leader at med-in.at is responsible for leading and modernizing the US Customer Service Center operations, focusing on compliance and AI-enabled customer engagement across five contact centers. The ideal candidate should possess extensive leadership experience in regulated environments, particularly within healthcare or pharmaceuticals, and demonstrate strong strategic, operational, and communication skills

Job Summary

  • This role directs 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 med-in.at is responsible for leading and modernizing the US Customer Service Center operations, focusing on compliance and AI-enabled customer engagement across five contact centers. The ideal candidate should possess extensive leadership experience in regulated environments, particularly within healthcare or pharmaceuticals, and demonstrate strong strategic, operational, and communication skills.

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

  • Customer Service Center Strategy
  • AI-enabled service capability
  • Regulatory-compliant intake
  • Pharmacovigilance and Quality oversight
  • Cross-functional partnership

Nice-to-have

  • Executive judgment and enterprise leadership
  • Customer-centric service design
  • Innovation and automation leadership

Key Requirements

  • Minimum 10 years progressive leadership experience
  • Bachelor’s degree required
  • Experience leading large, multi-level organizations in regulated environments
  • US and Puerto Rico Residents Only

Work Rights

US and Puerto Rico Residents Only

Tailored Resume

Cover Letter