Senior Manager, Recipient Services Operations

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

Senior Manager, Recipient Services Operations

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! This is a fantastic opportunity to join the global leader in implantable hearing devices! In this role, you will be based in our Americas head office in Lone Tree, CO. This role is hybrid, requiring you to be in the office 2 days per week minimum, with 3 days per week working from home.

The Senior Manager, Recipient Services Operations is a ‘strategic operator’ responsible for leading a team of Upgrade Solutions Specialists to execute upgrade sales operations strategies, manage the upgrade sales funnel, and drive upgrade revenue conversion. This role combines strategic leadership with operational excellence to build growth capabilities while managing a high-performing inside sales operations team. This requires a dynamic leader who can energize the team, manage stakeholder engagement across multiple business functions, and establish sustainable operations that deliver both immediate results and long-term growth capabilities.

Key Responsibilities

Strategic Leadership

• Execute upgrade sales strategies to optimize customer interactions and drive revenue conversion
• Apply strategic thinking and planning to gain organizational alignment and support long-term business goals
• Leverage data analytics to inform strategies and continuously optimize customer engagement
• Anticipate market trends and proactively adjust strategies
• Build consensus and drive cross-functional initiatives with departments including Finance, HR, Marketing, and IT
• Lead organizational change with minimal disruption while communicating vision clearly

Sales & Operations Management

• Set operational targets and KPIs to drive revenue achievement
• Partner with Outside Sales, Recipient Services Marketing, Orders & Insurance, and Reimbursement Operations to identify and facilitate upgrade conversion opportunities
• Maintain comprehensive understanding of operational processes, product positioning, and marketing objectives
• Streamline workflows to reduce waste and increase productivity through digital tools and automation
• Stay current with emerging technologies including AI, ERP systems, and analytics platforms
• Identify operational risks and implement mitigation strategies while ensuring regulatory and policy compliance

Business Excellence

• Apply deep understanding of upgrade business trends, customer insights, and solution-oriented approaches
• Make strategic trade-offs and sound business decisions based on organizational needs and available resources
• Lead change management in ambiguous environments while advancing strategic vision
• Generate demand through customer-focused growth programs and multi-channel strategies
• Analyze KPIs, dashboards, and operational metrics to identify inefficiencies and optimize performance

Team Leadership & Development

• Hire, train, motivate, and coach team members with focus on performance management
• Foster empowered team culture where individuals own objectives and understand interdependencies
• Develop talent pipeline and succession planning for retention

Core Capabilities

• Decision-Making: Strong judgment with bias for action
• Operational Excellence: Sales acumen combined with performance management expertise
• Collaboration: Cross-functional stakeholder management with executive-level communication and presentation skills
• Strategic Execution: Balance big-picture thinking with detailed implementation
• Change Leadership: Navigate ambiguity while maintaining team agility
• Influence: Build relationships across all organizational levels using data, logic, and emotional intelligence

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, Marketing, Sales, Operations, or related field
• 7+ years experience of inside sales and operations management experience with proven track record in revenue/operations KPI achievement
• Experience with CRM systems (SalesForce preferred)
• Strong analytical skills and strategic thinking with operational execution capabilities
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