Customer Service Digital Innovation and process Control Lead
Core
Lead digital enablement, process excellence, and continuous improvement across Customer Service operations to enhance customer experience and operational efficiency.
Role type
Senior People Leader (Digital Innovation & Process Control)
Builds
Technology-enabled customer service solutions, automated processes, and standardized operational workflows
Domain
Healthcare MedTech / Customer Service Operations
Required skills
Digital transformation leadership, Process optimization, Automation strategy, Data-driven decision-making, Stakeholder management, Change management, Project management, KPI monitoring, Compliance oversight, Cross-functional collaboration
Preferred skills
AI solution implementation, Python, Power Automate, Lean Six Sigma, Order-to-Cash operations, Supply Chain experience
Technologies
AI Frameworks, AI Prompting, Microsoft Power Business Intelligence (PBI), Python, SQL
Responsibilities
Lead local and regional projects to improve customer experience and digital adoption; Coordinate team operations and workload distribution; Drive continuous improvement initiatives using automation and analytics; Monitor team performance, internal controls, and KPIs; Ensure proactive issue management and recovery planning; Oversee system controls and warehouse issue resolution.
Seniority
Senior, hands-on IC with leadership responsibilities