Director Customer Operations

Job Description:

Confluent Medical Technologies is a financially healthy and rapidly growing medical device company dedicated to working collaboratively with our customers, taking their projects from rapid prototype into high volume production. Our unparalleled technical expertise, proven experience and partnership with our clients has allowed us to perfect the process necessary to deliver world-class medical devices through innovative material science, engineering, and manufacturing. Our primary capabilities include: Nitinol components and tubing, balloon expandable stents and catheters, complex catheters, biomedical textiles, and high precision polymer tubing. We take pride in our position as the leader in the medical technology space and are driven by a passion to create products that our clients have envisioned for their customers.

At Confluent, we are committed to our values of teamwork, innovation, accountability, integrity, leadership, and customer focus, and we invest in a team who represents these values. Every member of our team plays a critical role in delivering life-saving medical devices through innovative materials science, engineering, and manufacturing. We are the medical device industry's most trusted partner, and we accomplish this with an organization focused on safety, efficiency, and customer satisfaction.

We are looking for a  Director of Customer Operations to join our team in Costa Rica.  If you enjoy working in a fast-paced environment and making an impact on our life-saving work, this may be a good fit for you!  As a uniquely qualified candidate, you will:

SUMMARY: Expected to provide leadership, direction, and solution-oriented thinking to the Customer Operations Team.  This team will be technically knowledgeable of the site’s products, services and local processes and be able to use that understanding to provide solutions to customer requirements.  This position will ensure advocacy for the customer and work closely with Operations, Planning, Engineering, Quality, Product Solutions, Customer Solutions, and Sales to provide solutions that fulfill our customers’ needs with speed, accuracy, and exceptional communication.  

The Customer Operations Director position require a deep understanding of P&L fluency, specifically how changes to customer demand positively or negatively affect the installed capacity.

The role will be expected to:

• Develop innovative solutions to unusually complex problems
• Resolve conflicts between varying approaches
• Exert influence in the development of overall objectives and long-range goals of an organization
• Significantly impact decisions within a site and/or global functions. 

The selected candidate will serve as an organizational spokesperson on advanced projects, programs, operational decisions and contractual clarifications, will also with Operation Directors in order to fulfill the customer quantities and dates.

ESSENTIAL DUTIES AND RESPONSABILITIES

• Champion the voice of the customer as a member of the Site Leadership Team
• Work with the Site Leadership team to instill customer advocacy within the facility
• Serve as the voice of customer during customer production meetings and interactions with facility personnel Represent Confluent and the site to the customer with customer communication, visits and issue resolution
• Be the Single Point of Contact for Account Directors and Sales Directors when facility engagement is needed
• Serve as the support for the site leader on revenue related manners
• Partner with Customers and Sales organization to meet customer requirements
• Develop and foster customer relationships by working directly with Factory Direct customers Communicate with customers and other Confluent functions (i.e. Sales, Customer Service, Product Solutions) to fully understand customer requirements
• Demonstrate responsiveness and leadership in interactions with customers, Sales and Account Directors
• Ensure that all customer contractual obligations are implemented and maintained as required

In relation to Strategic Customers:

• Provide information and input to Commercial team as needed to meet customer requirements.
• Provide data for Quarterly Business Reviews and participate in reviews
• Provide information and input to the annual and monthly forecasting process
• Facilitate margin reports and associated analysis. Create plan to remedy if needed

In relation to Factory Direct Customers:

• Develop and manage revenue goals for Factory Direct Customers If needed, coordinate with Customer Operations at other facilities
• Prepare and deliver sales presentations and customer visits to support growth efforts
• Develop and administer customer contracts and supply agreements Responsible for timely and accurate forecasting for Factory Direct Customers
• Ensure Customer Operations Processes are executed accurately and within established timeframes

Order Entry/Confirmation

• Execute contract review and order entry process for all Customers
• Support Account Director group with information needs for contract review, order entry and confirmation process
• Work with Site Planning and Operations to establish and communicate standard product lead times.

Change Order and expedite requests

• Work with facility personnel (Planning, Operations and Purchasing) to meet customer requests for items such as order expedites and change requests. 
• Quote effort as needed to customers
• Communicate and monitor plans for expedite requests and recovery plans to Sales, CSR’s, Customers and Operations as required to meet commitments

Quoting

• Execute quotation process for Repeat and Standard Products
• Support Product Solutions group for New Product quotations
• Align and maintain local processes and procedures with the Global Customer Operations processes and procedures.
• Work with the Customer Operations Team members to identify process improvement opportunities to better serve the customers

Lead and manage Site Customer Operations Team

• Ensure that Customer Operations Team has the training and knowledge to utilize Epicor (or designated system) for quoting & order entry
• Provide leadership to Customer Operations Team members including guidance, prioritization, training and support for daily activities
• Ensure team adherence to all ISO Certification requirements; participate in Customer Service-related audits as required

SUPERVISORY RESPONSIBILITIES:

Leadership: Supervise, manage, direct the selection, training, development, appraisal and work assignments of personnel.

Supervises:

• Customer Solutions Specialist II
• Senior Customer Operations Manager

Supervision:

Direction: receive guidance with respect to general objectives; in the majority of tasks and projects assigned, determine methods, work sequence, scheduling, and how to achieve objectives of assignments; operate within specific policy guidelines.

EDUCATION AND/OR EXPERIENCE:

• Master’s Degree (marketing, engineering, administration), 11+ years of equivalent experience in the field.
• Preferred with experience in the medical industry of at least 6-8 years. Proficiency in Microsoft Office, e-mail, google docs, ERP software (Epicor experience is a plus)
• English requirement of at least 90% proficiency (both oral and written)

OTHER SKILLS AND ABILITIES:

•  Fluency with Profit and Loss (P&L) statements and full understanding of the associated components and how they impact profitability
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Experience in delivering client-focused solutions based on customer needs; highly responsive service attitude
• Excellent negotiation skills
• Excellent verbal and written communication/presentation skills
• Data analysis expertise

MANUAL DEXTERITY: N/A.

VISION REQUIREMENTS: No special vision requirements.

WORK SCHEDULE/HOURS: Monday – Friday.

TRAVEL: Minimal.

ENVIRONMENTAL WORKING CONDITIONS

Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.

Moderate noise (examples: business office with computers and printers, light traffic).

PHYSICAL ACTIVITY LEVEL: Sedentary physical activity performing non-strenuous daily activities of an administrative nature.

This job description is an outline of the major recurring responsibilities of the job. It is not intended to be all-inclusive of the work to be performed. The incumbent will typically perform other related job objectives, special assignments and less significant responsibilities.