Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

Position Overview:
The Sr. Product Support Program Manager will be responsible for managing our external partner relationship as well as crafting and implementing communication strategies that balance company efficiencies with customer satisfaction targets. To be successful in this role, the ideal candidate must have a working knowledge of and experience with FDA complaint reporting requirements for medical devices.

Responsibilities:
• Responsible for managing / maintaining Call Center experience for external operations.
• Ensure compliance with established quality, escalation process and call handling procedures.
• Develop the communication network between customer care and external partners to meet all complaint reporting requirements.
• Manage a timely and accurate exchange of information for reporting purposes from the Product Support Team to Insulet Executive Management.
• Identify tiered training curriculum that includes classroom, computer based and text book resources for Product Support.
• Create and manage a Persistency Program focused on enhancing the customer experience and focus on reducing the attrition rate.
• Assume responsibility for reporting metrics and work to create a standard of service for product support which presents a unified voice of Insulet’s customer experience.
• Advocate for and be the voice of the customer experience in cross functional meetings and/or projects.
• Performs other duties as assigned.

Education and Experience:
• Bachelor’s Degree with 10+ years of relevant experience and/or equivalent combination of education and experience.

Minimum Requirements:
• Leadership experience in a Medical Device related call center environment or leadership experience within the diabetes industry with a strong background in the disease and treatment is required.
• Understanding of how to identify and collaboratively implement complex product training across a diverse work team (internal and external).
• Experience developing call scripts for call center, including design, and measurement of compliance and quality management programs is a plus.
• Prior experience with FDA complaint reporting requirements for medical devices is strongly.

Preferred Skills and Competencies:
• Must having strong working knowledge of Call Center Operations.
• Prior proven experience creating a Customer Care center of excellence that provides a balance of both empathetic and technically accurate assistance to customers; Demonstrated leadership skills.
• Promote an environment where information and knowledge are freely shared between individuals and departments.
• Use data to make informed business decisions.
• Excellent communication.
• Excellent MS Office Skills (Word, Excel, PowerPoint, etc.).
• Prior vendor management experience.

Physical Requirements:
• Ability to travel domestically 25% to 35%.