Senior Manager, Global Customer, US (Alajuela, Costa Rica)

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.

Role Overview:

Lead the development of a Global Customer Care team in Costa Rica. The team, comprised of Centers of Excellence (COEs) will enable customer service chat capability, deliver business resiliency by supporting transactional processing for teams across the globe. Requires strong operational performance management and service management capability. Lead and motivate a team of employees to always deliver the best possible outcome and ensure the teams understanding of the critical nature associated with products and services to Health Care Professionals and their patients.

Understand the critical nature of their role in providing products and services to Health Care Professionals and their patients.

What will you be doing?

• Establish and operationally manage local CR teams to support Global Customer Care regional teams and activities, including ordering, invoicing, returns, and responding to customers via chat.

• Develop policies, processes and systems to meet current and future customer demands.

• Support the ongoing development of Service Management and the Customer Contact Center, including Incident, Problem, and Knowledge

• Manage the relationship with key stakeholders including, but not limited to Global Customer Care leaders, Commercial leaders, Supply Chain leaders, and Finance Leadership

• Collaborate with GBS operational and site leadership.

• Create a culture focused on continuous improvement, internal controls and compliance.

This position is a M2 level.

What will you need to be successful?

Education & Experience:

• Master’s or bachelor’s degree in business administration, finance, accounting, or similar field.

• Minimum 12-15 years' experience of customer care activities, including leading contact centers and order management activities.

• Excellent English skills.

• Experience in a manufacturing/medical device company is a great benefit.

• Experience working across multiple levels (including executive level) and function.

• Ability to work in a high-performing team environment; demonstrated strong leadership in an increasingly complex and fast-moving environment.

• Exceptional leadership skills with a focus on team development and motivation.

• Strong interpersonal and communication skills to build and maintain positive relationships with team members.

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion, Diversity and Equity- Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about Employee Inclusion Groups on our website.

Other reasons why you will love it here!

• Your future: stock purchase program, referral bonus, subsidy in transport and food, recognition program.

• Work/Life Balance: Extra days off, birthday off, voluntary hours.

• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave,

• Flexibility: Hybrid work model (for more professional roles), flexible schedules.

• Training: Training program, unlimited learning.

• Extra perks: employees association, and more…