Customer Care Process Manager (Remote)

The Customer Care Process Manager (Remote) will support our Endoscopy Repairs Team, focusing on process and stakeholder management rather than direct people leadership. In this role, you'll drive continuous improvement initiatives aligned with the strategic pillars of the Repairs organization. Your responsibilities will include leading efforts in process optimization, standardization, and operational excellence—all aimed at enhancing customer value, supporting sustainable operations, and enabling talent development.
• Lead Strategic Process Improvements: Identify, design, and execute process improvement initiatives that drive efficiency, productivity, and business impact.
• Champion Change Management: Guide teams through change by leading adoption efforts, aligning stakeholders, and ensuring long-term success of implemented improvements.
• Collaborate Cross-Functionally: Partner with key business units to understand challenges, gather requirements, and co-create solutions that enhance operations and customer outcomes.
• Drive Data-Driven Decisions: Analyze workflows and operational data to uncover inefficiencies, implement sustainable solutions, and monitor performance against KPIs.
• Facilitate Workshops & Engagements: Lead process mapping sessions, improvement workshops, and stakeholder meetings to foster collaboration and accelerate project progress.
• Execute and Monitor Projects: Manage strategic projects end-to-end by forming the right teams, coordinating tasks, and ensuring timely delivery and alignment with goals.
• Promote Innovation and Best Practices: Conduct benchmarking and research to integrate best-in-class approaches and continuous improvement methodologies into daily operations.
• Communicate Progress & Insights: Regularly report to leadership on initiative status, key challenges, and achievements, translating findings into actionable insights.

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What you need

Required Qualifications
• Bachelor’s degree in business or related field
• ​​​4 years of work experience customer facing, sales related experience or continuous improvement role

Preferred Qualifications
• ​​​​​​Experience leading or managing projects
• Experience with ERP system such as SAP or related system

$77,200 - 160,800 salary plus bonus eligible + benefits. Actual minimum and maximum may vary based on location. Individual pay is based on skills, experience, and other relevant factors.

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