Senior Manager
Customer Service Operations
Posted on 3/30/2023
San Jose, CA, USA
Experience Level
Desired Skills
Customer Service
  • Minimum 3+ years of customer service management experience
  • Excellent customer service skills addressing the needs of both external and internal customers with strong communication, interpersonal, and process skills
  • Aptitude for learning the tools and technical details related to the customer service team (QAD, SFDC, Microsoft Office, GhX and related systems)
  • Advanced problem-solving and analysis skills
  • Superior oral, written and presentation communication skills
  • High-level of organization and detail-oriented, and strong work ethic and willingness to take initiative
  • Demonstrated ability to multi-task and prioritize / excellent time management
  • Supervises and provides operational leadership for the Customer Service Operations Team
  • Provides coaching, guidance, and support in the fields of customer service, communications and technical expertise in order processing, customer service infrastructure and relevant duties
  • Responsible for analyzing and communicating order management and other customer service related KPIs
  • Implements and improves productivity, efficiency, quality, and customer-service standards
  • Oversees customer communications and data entry for quality, auditing and reporting purposes
  • Coordinates with the commercial team to aid in managing accounts and ensure customer expectations are met
  • Partner closely with Supply Chain to improve order management process and ensure orders are managed and processed within the contractual timelines
  • Improves customer service quality output by conducting assessments and evaluations, with a focus on process re-design
  • Responsible for overseeing complex and escalated internal and external customer complaints and/or issues
  • Demonstrates knowledge of all the customer service policies, procedures and has clear understanding of healthcare regulations related to the full cycle of order fulfillment
  • Other duties as assigned
Desired Qualifications
  • Bachelor's Degree required
  • Experience in the medical device or healthcare industry with an understanding of medical terminology
Outset Medical

501-1,000 employees

Dialysis medial equipment manufacturer
Company Overview
Outset Medical is on a mission to transform the dialysis experience – one of the largest, most expensive, and stagnant areas of healthcare. The company is focused on creating change, driving widespread adoption of new technology, and delivering on the promise of an improved experience for patients and lower cost of care for healthcare providers.
  • Medical, dental, & vision
  • Life Insurance/AD&D
  • FSA & HSA
  • 401k
  • Parental leave
  • Pet insurance
  • Tuition reimbursement
  • PTO
  • Company events
Company Core Values
  • Farther
  • Faster
  • Together