Supervisor, Inbound Pump Sales

GROW WITH US:  

Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

 

STAY AWESOME:

Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control  -IQ+ technology — an advanced predictive algorithm that automates insulin delivery.

But we’re so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause. Learn more at https://www.tandemdiabetes.com/

 

WHEN & WHERE YOU’LL WORK:

This role offers a hybrid work model, blending in-office collaboration with remote flexibility. To support a strong start, the position will require on-site presence five days a week during the initial training and onboarding period.

After this ramp-up phase, team members may transition to a more flexible in-office/remote schedule, based on role readiness, performance, and business needs.

 

A DAY IN THE LIFE:

Responsible for the overall operations of the Pump Therapy Sales team. Supports a strong partnership between the internal Customer Sales Support teams and the outside sales teams.  Collaborates with the marketing and field sales teams to convert referrals to opportunities. Analyzes operational processes and training in order to identify opportunities for service delivery improvements; implements identified improvements.

 

Supervisor, Inbound Pump Sales  at Tandem are also responsible for:

•  Leading and supporting CSS Pod Leads in qualifying referrals, verifying insurance, and coordinating product shipments.
•  Overseeing hiring, onboarding, training, and performance management of the CSS team, including setting clear performance objectives.
•  Mentoring team members and driving engagement through recognition and development programs.
•  Monitoring performance metrics, work queues, and phone activity to ensure service levels, productivity, and customer service excellence.
•  Implementing process improvements based on trends and insights from monthly metrics and reporting tools.
•  Ensuring all team members are fully trained and compliant with HIPAA, company policies, and applicable legal/regulatory standards.
•  Partnering with Sales and Marketing to drive lead conversion, resolve territory-level issues, and support campaigns.
•  Maintaining and updating SOPs, call scripts, and documentation related to order processing and insurance functions.
•  Managing CRM workflows by uploading and assigning web leads, and ensuring accurate case routing and documentation.
•  Collaborating with leadership on short-term planning, including staffing, training, systems, and departmental support.

 

WHAT YOU’LL NEED:

• Bachelor Degree in medical technology, biological science, bioengineering or related field or equivalent combination of education and applicable job experience.
• 3+ years of medical device, insurance reimbursement or related industry experience.
• 1-2 years previous experience as a Team Lead or Senior level role is highly desired
• Experience working in a HIPAA regulated environment.
• Experience with Customer Service reporting systems, including CRM software.

 

EXTRA AWESOME:

•  Familiar with the medical device industry, DME insurance practices, and ideally diabetes disease management.
•  Skilled in coaching, training, and resolving employee issues with a focus on performance and team development.
•  Experienced in managing escalated customer calls with strong call-handling and problem-solving skills.
•  Adept at building effective cross-functional relationships with internal teams and field sales partners.
•  Comfortable leading through change and driving process improvements to boost team and business performance.
•  Clear and confident communicator with experience presenting technical information and aligning cross-functional teams.
•  Strong at prioritizing, organizing team resources, and delivering results toward shared goals.
•  Technically proficient in Microsoft Of