Senior Manager, Consumer Operations

As part of the senior leadership team, you will be responsible for driving the operations of the Consumer Services team to enable effective interactions with our end-users. At Coloplast, we strive to make life easier for our ostomy and continence users. The Consumer Operations team builds the processes, training and reporting needed to enable the team to run effectively while delivering an outstanding experience. A continuous improvement mindset, ability to challenge the status quo and outstanding communication skills will be vital to success.

Major Areas of Accountability

• Sets the strategic direction of the Operations team including functional areas of: Workforce Management, Training/Quality Assurance, Administration and Data Analytics
• Responsible for the effective utilization of contact center technologies across Consumer Services teams
• Leads cross functional strategic projects to improve day-to-day operations
• Acts as the business expert to build efficient and effective processes
• Collaborate closely with key internal teams, such as field sales, marketing, legal, and compliance, to ensure business objectives are aligned.
• Serve as a central resource to guide daily decision-making on operational processes and implementation.
• Directs reporting development and drives analytical insights to enable accountability and desired business outcomes
• Ensures governance protocols and appropriate audit practices are in place
• Assesses competencies and manages training including new team member onboarding and continuous learning/development for Consumer Services organization
• Identifies opportunites, facilitates and advocates for US needs with global stakeholders including new technology and improvements to existing systems/processes
• Drives capacity planning and effective resource allocation across Consumer Services
• Coaches and develops Operations team to deliver outstanding results
• Manage local vendor relationships including negotiating contracts, assessing performance and providing oversight on implementation.
• 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.
• Other job duties as assigned

Basic Qualifications

• B.A. / B.S. in related field; MBA preferred
• 3+ years of management
• Strong project management skills with a proven track record of executing through others
• Ability to communicate effectively to varying audiences
• Thrives working with complex data sets to drive action

Preferred Qualifications

• Healthcare industry experience desired
• Experience utilizing Salesforce and Genesys
• Proven ability to manage multi-function department