Manager, Customer Service

Changing lives. Building Careers.
 

Joining us is a chance to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, our colleagues are challenging what’s possible and making headway to innovate new treatment pathways to advance patient outcomes and set new standards of care.

The Manager, Customer Service is accountable for customer service and order management operations in the US, with a primary focus on order accuracy, revenue conversion, and Order-to-Cash execution. This role partners with a Business Process Outsourcing (BPO) provider and collaborates closely with Sales, Global Operations, Finance, and other key stakeholders to accelerate order flow, reduce friction in the customer journey, maximize revenue realization and improve cash flow.

Customer Service & Order Management

• Lead U.S. customer service and order management execution, driving timely, accurate processing and seamless handoffs throughout the Order-to-Cash lifecycle.
• Drive revenue conversion by minimizing order holds and order backlog through proactive issue identification and resolution.
• Partner with Sales, Finance and Operations to resolve pricing, credit, supply and other constraints impacting order release and fulfillment.
• Analyze order patterns, order backlog drivers, and conversion trends; translate insights into corrective actions and process improvements.

Customer Experience & Escalation Management

• Ensure consistent, high-quality customer interactions that support retention, growth, and long-term partnerships.
• Manage complex customer escalations to resolution, balancing customer expectations with commercial and operational realities.
• Solicit and analyze customer feedback to identify systemic issues impacting service quality and order conversion.
• Integrate customer insights into continuous improvement and Customer Experience roadmaps.

Operational Performance & Continuous Improvement

• Jointly accountable for service performance with internal teams and BPO partners, delivering against defined SLAs and KPIs.
• Establish transparency through operational reporting across Order Management and Order-to-Cash processes, including order backlog, cycle time, and conversion metrics.
• Lead continuous improvement initiatives that drive scalable growth, increase productivity, and elevate the customer experience.
• Evolve processes and enabling technologies to improve the effectiveness and efficiency of the operations while strengthening customer outcomes.
• Maintain and communicate the policies, processes, and systems knowledge necessary for BPO partners to successfully fulfill their operational responsibilities.

Cross-Functional Leadership & Strategic Contribution

• Act as a key contributor to enterprise initiatives supporting growth strategy, new product launches, and operational excellence.
• Collaborate cross-functionally to align priorities, remove barriers to execution, and drive integrated solutions.
• Perform additional duties and special projects as assigned.

Additional Requirements

• Ability to travel 10–20%, including international travel.
• Flexibility to work during company and public/bank holidays, subject to local law.
• In-office work is required a minimum of three (3) days per week
• Must be authorized to work in the U.S. without future sponsorship.

Salary Pay Range:

$109,250.00 - $149,500.00 USD Salary

Our salary ranges are determined by role, level, and location. Individual pay is determined by several factors including job-related skills, experience, and relevant education or training. In addition to base pay, employees may be eligible for bonus, commission, equity or other variable compensation. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Additional Description for Pay Transparency:

 

Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance, and savings plan (401(k)).

 

Subject to the terms of their respective policies and date of hire, Employees are eligible for the following