Customer Service Manager, Plasma Procurement

Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

This is a hybrid role located at our RTP, NC office.  Bi-Lingual in Spanish is required.

Summary:

Direct responsibility for designing, managing, and maintaining customer success solutions to drive retention, reduce churn, and increase satisfaction.  Possess a customer-centric mindset with a solid background in customer research and experience design.  Oversee the design, implementation, and management of processes to ensure a consistent donor experience across Biomat USA plasma centers.

 

Primary Responsibilities:

• Develop and implement customer service standard guidelines and policies to enhance satisfaction and key metrics across all platforms
• Collaborate with teams such as Operations, Public Affairs, Quality, and Marketing to address issues impacting the customer experience
• Lead and support customer care, focusing on training, performance management, and aligning team goals with business objectives to improve service quality
• Record, track, and provide solutions for tickets from Donor centers and Donors (license management, account merge, complaints, etc.).
• Represent customer needs in cross-departmental discussions and advocate for personalized, customer-focused service experiences
• Use customer feedback to influence decision-making and operational improvements. Provide guidance to support improvement initiatives and to help drive change.
• Manage the customer care department's budget and identify opportunities to optimize costs while maintaining high service quality, ensuring cost-effective operations
• Stay updated on industry trends and emerging technologies, preparing customer care operations for growth and scalability during peak periods or geographic expansion. Provide guidance to support improvement initiatives and to help drive change
• Partners with the Donor Technology Team to enhance service delivery
• Understand and comply with regulatory requirements for the plasma industry

 

 

Additional Responsibilities:

• Collaborates with colleagues and cross-functional groups on projects and strategies to reach operational targets.       

 

 

Knowledge, Skills, and Abilities:

• Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
• Has a strong background in customer research and analytics techniques, process improvement, human-centered design and performance management
• Proficiency in Salesforce Service Cloud, including case management, workflows, and reporting
• Ability to configure dashboards and track KPIs using Salesforce
• Ability to create long-term strategies for scaling operations during peak periods or geographic expansion
• Strong problem-solving and decision-making capabilities
• This individual has proven ability to manage diverse efforts’ synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset
• Possess excellent interpersonal skills, great listener, storyteller, written and oral communication skills