Director, Professional Customer Service

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

Director, Professional Customer Service

About the role

The Director, Professional Customer Service is a results-oriented, people-focused leader dedicated to delivering a consistently exceptional experience to Cochlear’s clinical customers across North America. This role ensures timely, accurate order entry and responsive support that meets the unique needs of hearing health professionals, enabling them to better serve their patients.

Partnering closely with Sales, Marketing, and Finance, the Director leads a team that manages inbound requests from clinics and field sales, while continuously seeking ways to simplify processes and reduce the effort required from customers and employees alike. This role is accountable for designing and executing strategic and tactical initiatives that strengthen both upstream and downstream business processes, aligning operations with customer expectations and business goals.

Overseeing managers of frontline service teams, the Director is responsible for service level performance, operations analysis, order management, KPI development, and continuous improvement. With a strong commitment to customer satisfaction and operational excellence, this leader drives cross-functional collaboration and process alignment to ensure a high standard of service and ongoing performance improvement.

Key Responsibilities

• Lead teams that facilitate order entry and provide relationship management services for contracted clinical partners in the field.
• Build effective partnerships with field sales, marketing, supply chain and finance teams to ensure secure, consistent and reliable product delivery.
• Establish strong and deep relationships with internal field operations teams and clientele to promote seamless operational execution via clearly defined goals and roles, regular business travel to field/clinical locations and shared planning/accountability with internal partners.
• Evaluate existing systems and processes to identify and implement redesigns to improve operating efficiency by following emerging trends and best practices in customer service.
• Ensure capability and provide support to all managers to monitor, coach, mentor, develop and provide ongoing feedback to team members so that they are constantly improving and adhering to company metrics, service levels, policies and procedures.

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 direct team management experience with direct team management responsibility.
• Working knowledge of commercial and government insurance services related to a medical device company preferred but not required.
• 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 support the daily operations of the business.
• Emphasis on people management to motivate and structure a positive working environment in order to mitigate turnover, maintain productivity, quality expectations, drive a connection / relationship with all levels of staff.
• Ability to take ownership of opportunities for improvement and bring them to resolution creating customer advocates

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Pay Range in the United States: $165,000 - $185,000 based upon experience, as well as an annual bonus opportunity of 20% of base salary. Exact compensation may vary based on skills, experience, and location.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

Who are we?

Human needs have always been