Director Customer Success - Invacare Corporation

Responsible for designing, building and managing Invacare North America’s (N.A.) world-class customer experience program. Also manage N.A. Customer and Technical Service operations across all entities including Invacare, Motion Concepts, Medbloc, Freedon Designs, ASL and Canada. This role will be instrumental in implementing and driving a common customer experience culture across a complex range of customer interactions (phone, email, ecommerce, EDI, etc.) and touchpoints.

In this position, the leader will work with and collaborate across all functional areas to develop Invacare’s customer experience vision and roadmap, establish key performance metrics, and implement a governance process to drive accountability and awareness and support the execution of critical initiatives to drive sustainable growth through customer experience differentiation.

Essential Functions:

»       Develop and deploy Invacare’s North American customer experience strategy to enhance customer experience and ease of doing business with all Invacare entities.

»       Coordinate the various roles associated with customer experience management throughout North America minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points.

»       Develop and execute a comprehensive customer experience strategy that aligns with company goals and drives customer satisfaction, loyalty, and retention. Continuously assess market trends, customer feedback, and business objectives to refine and evolve the strategy.

»       Ensure that all leaders have a clear understanding of the company’s vision and goals for customer experience excellence, and of their organization’s respective contribution.

»       Drive the implementation and maintenance of a comprehensive Voice of the Customer (VoC) program. Establish regular channels for gathering customer feedback and ensuring that insights are communicated and acted upon across the organization.

»       Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value.

»       Influence ease-of-work and ease-of-doing business with, employee engagement and other endeavors across the company.

»       Work closely across all functional areas to jointly embed and facilitate customer experience excellence ownership and alignment.

»       Build and maintain strong strategic relationships with customers to best serve the needs of the end consumer.

»       Understand the key touch points in the customer and patient's journey with Invacare and what capabilities are required to deliver a seamless and consistent experience

»       Establish key performance indicators (KPIs) and drive corrective and improvement actions based on KPI data.

»       Develop communication mechanisms and forums for sharing KPIs and strategic initiatives with key organizational stakeholders to ensure alignment and transparency.

»       Identify and remove issues that diminish the customer experience across all customer facing functions, including Customer Service, Complaint Handling, Returns, and Technical Services.

»       Understand and advocate for clients’ strategy needs and success.

»       Serve as thought leader on industry best practices, emerging trends, business operations and growth strategies

»       Ensure that all required training is identified for and completed by all direct reports.

»       Evaluate staffing needs and costs; identifies, hires and promotes individuals with the right skills and competencies necessary to achieve superior results.

»       Develop a team environment that values diversity and uses various individual’s strengths to the benefit of the team.

»       Exhibit positivity, flexibility, creativity, and a willingness to take on new responsibilities as requested or required.

Qualifications:

·       Bachelor’s degree in business related field required.  MBA preferred.

·       Seven years of increasing responsibility in a customer service, distribution or operations management position.  

·       Knowledge of medical device industry with application of CFR 21 compliance. 

·       Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.

·       Experienced in navigating ambiguity and change with an entrepreneurial mindset.

·       Track record of customer-centric decision-making.

·       Outstanding management and leadership skills; proven ability to manage cross-functional teams.

·       Flexible, adaptable to change with strong sense of ownership and accountability for work and people.

·       Excellent verbal and written communication skills; ability to communicate with all levels of the organization.

·       Proven experience in managing customer service environment within healthcare

·       Demonstrated ability to develop and implement process enhancements and efficiencies

·       Ability to demonstrate detailed knowledge of customer service systems and processes

·       Excellent communication, leadership, management, team-building, and organizational skills

·       Strong analytical/problem solving skills

·       Results oriented with a focus on achieving overall business objectives

An Equal Opportunity/Affirmative Action Employer –M/F/Disabled/Vet