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 Title:                             Supervisor - Clinical Product Educator Team Support

Department:                     Commercial UKProduct Support

FLSA Status:                      Exempt

About Insulet

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.

We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Position Overview:
This position will This position supervise s the day-to-day operations of the Insulet Clinical Product Educator (CPE) Team in the UK.  The role will be responsible for providing coaching & support to the CPE Team, appropriate administrative tasks & be responsible for resolving any escalated customer contacts. In addition, a clear focus on continuously improving and delivering our service offering via the CPE Team will be an important aspect of the role

The position also interacts daily with Insulet field sales teams, customer care and other key internal partners. This position is full time, initially working Monday to Friday (working hours are to be defined and could be flexible, including some possible weekend work).

The CPE Team predominantly provides clinical initiations to customers on the Omnipod insulin management system. This virtual role supports territories with high clinical demand to provide Pod therapy initiation through online platforms. (mainly MS Teams). Additionally, the role supports the customer care team to handle escalated customer cases.

Responsibilities:

• Achievement of all required KPI parameters for the CPE team – both at an individual & collective level (as measured via Salesforce reports). KPIs will include activity targets and customer satisfaction scores (at a customer & HCP level)
• Provide coaching & feedback to the CPE team – ensuring a consistently high quality of training to customers trained virtually. Clear documentation & evidence of progress is essential.
• Close teamwork with internal partners, particularly field-based teams ensuring clear communication over roles and responsibilities in the organizing and booking of virtual training sessions with external customers. Ensuring CPE attendance at territory business meetings as agreed with Regional Sales Managers.
• Liaises with customer care to ensure appropriate management of escalated customer situations - directly handles most complex cases/customer complaints
• Participates in the onboarding development plans of new hires
• Ensures adherence to all necessary Regulatory, Quality and accreditation standards for the CPE team.
• Participates with line manager in team performance reviews, representing the CPE team performance.

• Performs other duties as assigned by manager
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Education and Experience:

Minimum Requirements:

• Bachelor’s degree, or equivalent.
• A minimum of 2 – 5 years’ experience training and/or managing insulin pump patients is preferred.
• Previous supervisory experience is preferred but candidates with no previous experience will be considered (full training will be given).
• Highly competent in the use of virtual communication computer systems - mainly MS Teams.

Preferred Skills and Competencies:         

• Self-starter who requires minimum direction and has the flexibility to adapt to new situations & tasks.
• Possesses strong leadership and people development skills
• Demonstrates a strong “team player” ethos and has the ability to lead a clinical team & hold accountable for performance
• Knowledge of diabetes and experience supporting PWD is preferred

• Experience in remote working – particularly with training in clinical settings, promoting industry best practices and standards
• Prior industry/commercial experience strongly preferred
• Professional and polished presentation skills.
• Strong interpersonal communications, both oral and written.
• Strong contributing member of the commercial team.
• High proficiency with computers.

Physical Requirements (if applicable):

• The ability to attend Insulet Internal Clinical and / or Sales meetings may be required.
• The work environment will be predominantly the home office. Some lifting may be required when sending or receiving shipments, in handling samples, supplies or literature, and transport of laptop computer
• The ability to work overtime to meet business objectives is required.

• Manual dexterity needed for using a computer keyboard.
• Minimal business travel as needed.

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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