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Confidential
Boston, MA, United States
Senior Director, Global Customer Education Services About the Company Fast-growing SaaS-based collaboration software & solutions platform Industry Computer Software Type Public Company Founded 2005 Employees 1001-5000 Categories Enterprise SaaS Software Information Technology & Services Technology Collaboration Engineering Software Enterprise Soft
Job Source: ConfidentialScientist.com
Boston, MA, United States
In this role with our Enterprise team, the ideal candidate will build and maintain relationships with key procurement and scientific leaders at our respective clients and industry thought leaders. You will seek to understand the various procurement, strategic sourcing and category strategies employed by our clients to help these clients better util
Job Source: Scientist.comDivvy Cloud Corp.
Boston, MA, United States
Senior Director, Go-To-Customer Applications The Senior Director of Go-To-Customer Applications is a critical role responsible for overseeing the implementation and maintenance of customer-facing business applications within Rapid7. This position involves strategic leadership, team management, and collaboration with various stakeholders to ensure t
Job Source: Divvy Cloud Corp.Confidential
Boston, MA, United States
Senior Director of Customer Success About the Company Rapidly advancing B2B SaaS organization based in NY Industry Internet Type Privately Held About the Role The Senior Director of Customer Success will be responsible for driving value to customers by defining the customer life cycles, road maps, and success plans, and leveraging customer data a
Job Source: ConfidentialRocket Software
Boston
**It's fun to work in a company where people truly BELIEVE in what they're doing!** **Job Description Summary:** As the Senior Director Services Strategy, Customer Solutions Engineering (CSE), you will be a strategic partner to the Vice President, Customer Solutions Engineering in shaping the transformation of Rocket’s professional services busines
Job Source: Rocket SoftwareTown of Wellesley
Wellesley, MA, United States
The Town of Wellesley Council on Aging is seeking caring, innovative and dedicated individuals to apply for the position of Assistant Director of Senior Services. This position will help to: manage the day-to-day operations, working in Excel and some PowerPoint; oversee the COA’s transportation program; supervise the Volunteer Coordinator and progr
Job Source: Town of WellesleyTailored Brands Inc
Reading, MA, United States
Senior Customer Service Representative For more than 30 years, K&G Fashion Superstore (K&G) has provided value-conscious customers with the latest fashions and styles at the best possible prices. Offering a wide selection of designer brands discounted up to 60% off department store prices at our 80 stores, K&G is a leading shopping destination for
Job Source: Tailored Brands IncMass General Brigham Health Plan
Somerville, MA, United States
Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are at the forefront of transformation with one of the world’s leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to
Job Source: Mass General Brigham Health PlanNorth Billerica, MA, United States
Lantheus is headquartered in Bedford, Massachusetts with offices in New Jersey, Canada, and Sweden. For more than 60 years, Lantheus has been instrumental in pioneering the field of medical imaging and has helped physicians enhance patient care with its broad product portfolio.
Lantheus is an entrepreneurial, agile, growing organization that provides innovative diagnostics, targeted therapeutics, and artificial intelligence (AI) solutions that empower clinicians to find, fight and follow disease.At Lantheus our purpose and values guide our behaviors in all interactions and play a vital role in creating a dynamic environment that contributes to our success. Every employee is crucial to our success; we respect one another and act as one knowing that someone's health is in our hands. We believe in helping people be their best and are seeking to bring together a diverse group of individuals with different viewpoints and skill sets to be a part of a productive and inclusive team.
As a key member of the Tech Ops Senior Leadership team, the Senior Director of Customer Service is responsible for end-to-end order management and fulfillment activities and provide inputs to strategic decisions that affect the customer experience. This role reports to the SVP of Technical Operations and is responsible to deliver efficient and effective customer service; develop and implement customer service policies and procedures to enhance the customer experience; and identify and implement process improvements including technology solutions while driving a culture of high-quality customer experience.
This leadership role is accountable to liaise with internal stakeholders including but not limited to Commercial and Finance teams. Implements, maintains, and supports all corporate policies and procedures. Communicates effectively with staff to share operational and company information; maintains full compliance following all relevant Federal, State, and local laws and regulations.
Key Responsibilities/Essential Functions
Manage, mentor, and lead a support team responsible for the end to end order management process maintaining highest level of customer service, process efficiency and accuracy.
Establish and maintain performance metrics to include call efficiency, low abandonment rate, staffing utilization, service level performance, and financial performance leveraging data to prioritize improvement efforts.
Work closely with the SVP of Tech Operations and the leadership team to ensure service delivery work streams are coordinated, and stakeholders are updated on all key performance metrics.
Collaborate with cross-functional stakeholders, importantly liase with Commercial teams, to affirm that day-to-day operational activities are aligned with overall corporate goals and expectations.
Take ownership for customer complaints and grievances; collaborates cross functionally to identify trends and implement process solutions.
Expected to lead continuous improvement in the customer service experience, including the development of initiatives to improve customer service quality and ensure compliance with service level agreements.
Align people, processes, and technology to identify appropriate strategies required to support customers and their unique needs.
Build collaborative working relationships throughout the organization in order to drive success and lead continuous improvement in our customer service processes.
Basic Qualifications
Bachelor's Degree in relevant field or equivalent experience
10+ years of management experience in coaching and developing teams.
Knowledgeable of U.S. GAAP and SEC financial reporting rules and regulations.
Experience with financial systems and ERP, preferably SAP experience.
Highly proficient in MS Word, Excel and PowerPoint.
Preferred Qualifications
Strong organizational, analytical, interpersonal, and oral and written communication skills.
Ability to work independently and with a team in a fast-paced and high-volume environment with emphasis on accuracy and timeliness.
Experience working in Nuclear Medicine and/or Radiopharmacies with an understanding of PET manufacturing and distribution.
Expertise in Order to cash processes understands the nuances as it relates to Radiopharmaceuticals
Lantheus is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Lantheus is an E-Verify Employer in the United States. Lantheus will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the Lantheus Talent Acquisition team at [email protected].
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Email Alert for Senior Director, Customer Service jobs in North Billerica, MA, United States
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