Senior Manager, Consumer Advising

As the Senior Manager of the Consumer Advising team, you will be responsible for the proper execution of our Patient Support Programs and proactively managing day to day operations of the contact center based team. Your leadership will enable excellent end user experiences and outcomes, while ensuring compliance with all procedures and regulations. Through talent management, flawless and consistent execution, and continuous improvement you will ensure that Coloplast goals are met. As a key stakeholder in our offering, you are actively engaged in the ongoing enhancement of the Coloplast Care Patient Support Programs in the US.

Major Areas of Accountability

• Set the strategic direction of the Chronic Care Consumer Advising team supporting our Continence Care and Ostomy Care end users
• Oversee operations of contact center which employs over 40 agents in partnership with direct report team
• Actively liaise with internal management team to ensure alignment of business objectives and compliance with all policies and procedures
• Support external relationships with DME/Distribution partners, Clinicians and other external stakeholders in collaboration with field sales management
• Coordinate cross functional teams for key projects and capacity planning
• Responsible for managing implementation of all Consumer Advising processes with an eye towards efficiency and maximizing productivity
• Recommend and follow quality assurance procedures and regularly monitoring team phone calls to ensure high level of knowledge, skills and abilities along with adherence to all relevant internal and external legislation and guidelines
• Continually strive to streamline operations and effectively manage the team while increasing employee satisfaction and grow our business in line with out our mission, values and vision
• Proactively seeks opportunities in the development, implementation, and ongoing maintenance of approaches to support our end user experience
• Manage, coach, and develop direct reports, utilizing Coloplast tools, processes and resources
• Assess competencies and implements ongoing training and development programs to drive successful business results
• Conforms with Coloplast Q/EHS Policy
• (http://www.coloplast.com/About/responsibility/Documents/QEHS%20policy.pdf)
• Other duties as assigned

Basic Qualifications

• B.A. / B.S. in related field
• Minimum of 3 years of management / leadership
• Proven track record in customer focused environment, preferably B2C contact center
• Successful track record of developing a high performing team(s), including the use of ongoing effective coaching techniques
• Highly structured approach with attention to detail and proper documentation of all work
• Excellent verbal and written communication skills
• Excellent team building and coaching skills
• Ability to travel for customer visits and internal meetings (travel up to 20%)
• Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

Preferred Qualifications

• Nursing degree, Healthcare industry and/or MBA preferred
• Experience with Patient Support Programs or similar preferred
• Proficient in analyzing and understanding complex data to drive action
• Successful working in cross-functional teams
• Highly proficient in Microsoft Office, and Salesforce/CRM/EMR-environments

At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.
• Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.
• Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
• Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
• Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
• Community and Culture: A supportive and inclusive work environment where everyone feels valued, and diversity is celebrated. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Employee Resource Groups that support Women, Minorities, Veterans and LGBTQ+ Community. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.
• Competitive Compensation: The compensation range for this position is $130,000 - $150,000. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.