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Senior Manager, Consumer Advising

Location: 

Minneapolis, US

Job Family:  Consumer
Country/Region:  United States
Senior Manager, Consumer Advising 

Coloplast has an exciting opportunity for a Senior Manager, Consumer Advising to join our growing Consumer Team!

 

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%)

 

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

 

 

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 12,000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

 

Visit us on Coloplast.com.

Watch the film. Follow us on LinkedIn. Like us on Facebook.

 

Coloplast is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.

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Nearest Major Market: Minneapolis

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