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.

Job Profile Title: Manager, International Customer Care Process Improvement

Business Title:

Department:  Customer Care International

FLSA Status: M             

Position Overview:

• Identify, prioritise, manage and deliver process improvements throughout the International Customer Care function, to deliver scalability, reduce the cost to serve and/or improve customer experience.

Responsibilities

• Ongoing identification of process pain points across the International Customer Care function.
• Create business cases that indicate the impact of potential process improvements focusing on cost to serve reduction and improved customer experience.
• Determine level of effort required to drive specific process improvements.
• Prioritise process improvement work based on impact and level of effort to implement.
• Lead process improvement workshops, identifying key stakeholders and subject matter experts to participate and drive to resolutions.
• Work cross functionally where required to gain support, participation or approval for process improvement proposals.
• Deliver an implementation plan for improvements, working with other Customer Care functions including Training, Quality and Operations.
• Partner with the Snr Manager, Customer Experience where systems changes are required for improvements to ensure these are ticketed and prioritized to be delivered.
• Set clear measurable outcomes for improvements, share these with key stakeholders.
• Create a process improvement backlog to ensure continuous improvement over time.
• Deliver a process improvement playbook to cover the optimal ways to drive, deliver and measure improvements.
• Drive a continuous improvement mindset throughout the customer care function.
• Work with call centre vendor partners to help identify improvement areas from their perspective and ensure these are prioritized and added to the backlog.
• Provide significant costs savings and demonstrate return of investment value for process improvements made.

Key Decision Rights

• Decisions on process improvement solutions
• Decisions on prioritisation of process improvement work

Required Leadership/Interpersonal Skills & Behaviors

• Collaboration within the customer care team and other functions to drive solutions
• Ability to organize and prioritize tasks independently
• Facilitation of improvement workshops
• Strong and effective strategic thinker and problem solver with the ability to both recognize and anticipate problems
• Demonstrated ability to translate solutions into viable action plans at a global level that are effectively disseminated and implemented through cooperation of stakeholders
• Ability to partner with leadership to define strategy, targets and strategy deployment plans

Required Skills and Competencies

• Strong communication, presence, and relationship building skills, with the ability to interpret and summarize data to aid management in achieving strategic and operational goals
• Excellent oral and written communication and presentation skills, with an ability to interact at all levels of the organization
• Experience working cross-functionally and cross-culturally in support of business processes and/or systems
• Demonstrated ability to effectively build business relationships and influence without authority as part of a matrix organization.

Education and Experience

• Degree level
• Minimum of 5 years’ experience within Call Centre environment
• Experience in identifying and solutioning process improvements and rolling out operatonally

Additional Information

• The position can be remote
• Travel is estimated at 25% but will flex depending on business need.

NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote  

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