Director Recipient Customer Service

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Director Call Center Operations – Recipient Customer Service

Position Spotlight:

• 10+ years of progressive leadership in high-touch call center environments, with direct oversight of frontline teams, supervisors, and operational support staff.
• Working knowledge of commercial and government insurance services related to the medical device industry
• Demonstrated success in scaling and optimizing call center performance through workforce planning, KPI management, and continuous improvement initiatives.
• Proven ability to implement customer-centric strategies  and process improvement methodologies (e.g. Lean Six Sigma, etc.) to enhance service delivery, reduce call handling time, and boost customer satisfaction.

Accepting applications through September 15, 2025.

About the role

Cochlear is helping people hear, and be heard, all over the world. Come be a part of our amazing mission and join the number one most trustworthy company in the healthcare industry as recognized by Newsweek in its 2024 rankings of the World's Most Trustworthy Companies! We are hiring a Director, Recipient Customer Service, a role requiring a strong commitment to operational excellence and customer satisfaction. In this role, you will be based in our Americas head office in Lone Tree, CO.

The Director, Recipient Customer Service is a results-oriented, people-focused leader dedicated to delivering an optimal customer experience within Cochlear’s customer service offering across North America. This role collaborates with global and regional cross-functional leaders to drive customer experience initiatives that promote consistency, streamline operations, and enhance service quality. The position is dedicated to improving the ease of service for customers and employees through process simplification and operational optimization.

Responsible for leading the strategy and execution of both upstream and downstream customer experience initiatives across North America, this leader oversees people managers supporting frontline teams in areas such as in- and out-of-warranty support, service level performance, operations analysis, order management, and continuous improvement.

With a strong commitment to operational excellence and customer satisfaction, the Director ensures alignment of global and regional service processes, manages change initiatives, and leads key activities including KPI development, user acceptance testing, and performance tracking to deliver high-impact, reliable service outcomes.

Key Responsibilities

Strategic Partnership & Change Leadership

• Collaborate with regional and global customer service leaders and subject matter experts to identify and implement service enhancements across all delivery channels, ensuring a seamless customer experience.

Team Leadership and Functional Oversight

• Lead and mentor people managers across diverse customer service functions, including technical support, operations analysis, data integrity, configuration management, UAT, upgrades, order fulfillment, and continuous improvement. Ensure alignment across customer experience, reimbursement, and supply chain operations.

Telephony & Call Center Optimization

• Own the performance and evolution of the call center platform. Drive improvements in call routing, segmentation, and roadmap execution to meet and exceed service level targets.

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

• Bachelor’s degree in business management, or applicable field.   Master’s degree in applicable field preferred. 
• Process Improvement certification preferred or proven experience in this discipline.
• 10+ years of experience leading teams with direct team management responsibility
• Working knowledge of commercial and government insurance services related to a medical device company.
• Progressive and expanding management experience in leading teams within customer service, business operations, or customer service‐oriented environment.
• Proven track record of applying the principles of customer service and process improvement methodologies
• Proven track record of proactively disrupting the status quo in a positive way and continuously elevating the customer and team member experience through process
• Demonstrated success in leading a group of subject matter experts and people leaders within a diverse combination of disciplines that suppo