Senior Director, Customer Care North America

Additional Location(s): US-MA-Quincy; US-MN-Arden Hills

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.       

 

About the role:
The Senior Director, Customer Care North America, will lead both the U.S. and Canada Customer Care teams, as well as the U.S. Field Inventory Management team. This leader will be responsible for delivering world-class services to customers across the region, ensuring operational excellence, driving digital transformation, and fostering a culture of continuous improvement. By aligning Customer Care with strategic commercial initiatives, this role plays a critical part in shaping the future of the customer experience at Boston Scientific.

 

Work model and sponsorship:
At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our local office at least three days per week. Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time. 

 

Your responsibilities will include:

• Developing and executing Digital/AI strategies for North America Customer Care to ensure order fulfillment, customer excellence, and field inventory management exceed expectations and KPIs.

• Leading remote management and operational execution efforts to enhance current service capabilities and develop future scalable offerings.

• Monitoring performance and customer feedback, ensuring transparency with stakeholders, and implementing plans to address service gaps.

• Establishing a strong culture of continuous improvement through Lean and Business Essentials methodologies.

• Defining strategies to support growth, activity expansion, and increased complexity, while aligning with U.S. and Canada strategic imperatives.

• Partnering and contributing to the global Customer Care organization to drive strategies that optimize value across Boston Scientific’s end-to-end supply chain.

• Connecting commercial strategies in U.S. and Canada with Customer Care, ensuring alignment with key initiatives such as Service Cloud, Sales Cloud, and sales productivity tools.

• Creating an environment that fosters constructive feedback, coaching, career development, and professional growth.

• Promoting an inclusive workplace culture that empowers all employees to contribute fully to organizational and personal objectives.

 

Qualifications:

Required qualifications:

• Bachelor’s degree required; advanced or master’s degree preferred in a relevant specialization

• Minimum of 15 years' experience in customer service leadership roles on a global scale

• Minimum of 10 years' managerial experience leading large, diverse teams across multiple locations

• Proven ability to collaborate and partner within a complex global matrix organization

• Demonstrated success in leading transformational change while maintaining high-quality service delivery

• Strong strategic understanding of digital technologies and their application to internal and customer-facing processes

• Excellent interpersonal, communication, collaboration, and influencing skills

• High sense of urgency and commitment to execution in a fast-paced environment

• Advanced understanding of service trends, technology enablers, and differentiated service offerings

Preferred qualifications:

• Strong communicator with executive presence and a bias for action

• Passion for simplification, digitization, and continuous improvement

• Experience operating in matrixed, global organizations with a fast-paced environment

• Skilled in design thinking, agile methodologies, and change leadership

• Ability to influence, engage, and challenge with integrity and courage

 

 

 

Requisition ID: 614877

Minimum Salary: $172500 

Maximum Salary: $327800