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Customer Care Manager

3 weeks ago

Ottawa, Canada Boston Scientific Corporation Full time

**Additional Locations**: Canada-ON-Ottawa

**Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance**

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing - whatever your ambitions.

**About the role**:
The TheraSphere Customer Care Manager, TheraSphere plays a critical leadership role in ensuring the smooth operation of customer service functions, cross-functional collaboration, and continuous process improvement. This role is responsible for managing daily operations, supporting team development, resolving escalations, and driving strategic initiatives across departments and with external partners.

**Work Mode**:
At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our local Ottawa office at least three days per week.

**Relocation Assistance**:
Relocation assistance is not available for this position at this time.

**Visa Sponsorship**:
Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

**Your responsibilities will include**:
**Team Leadership & Development**
- Manage a team of 7 direct reports
- Maintain development plans, track goal progress, and address challenges
- Mediate staffing issues, including holiday coverage and conflict resolution
- Lead daily team meetings to address ongoing concerns and operational updates

**Operational Oversight**
- Oversee the daily inquiries for the customer care team, ensuring timely and accurate responses
- Provide guidance and support during manufacturing and supply chain disruptions
- Assist with escalations and ensure effective resolution of complex issues

**Cross-Functional & External Communication**
- Liaise with field teams, site representatives, and other internal departments to resolve issues and support projects
- Communicate with third-party vendors to coordinate logistics and investigate delivery issues
- Manage communications during major logistics disruptions to ensure transparency and continuity

**Customer Engagement**
- Maintain regular communication with customers to resolve disputes, provide order and finance updates, and deliver usage or performance reports
- Represent the team and company professionally in handling escalated customer concerns

**Order Management & Problem Solving**
- Support the customer service team in navigating manufacturing challenges
- Assist in fulfilling complex or urgent orders, including relabels, LATAM shipments, and expedited requests

**Documentation & Quality Compliance**
- Maintain and update work instructions and standard operating procedures (SOPs)
- Implement changes through the quality system and ensure documentation accuracy
- Ensure team-generated reports are complete, accurate, and up to date

**Complaint & Escalation Management**
- Guide the team through complaint submission processes and feedback tracking
- Report on logistics performance and order accuracy
- Conduct regular reviews with logistics partners to address mis-deliveries and service issues

**Project Support & Collaboration**
- Contribute to strategic projects including geographic expansion, product development, data analysis and financial initiatives
- Collaborate with cross-functional teams to solve problems and enhance operational efficiency

**Required qualifications**:

- Bachelor’s degree in a related field (or equivalent experience)
- Experience in customer service operations or a similar leadership role
- Strong interpersonal and communication skills, with the ability to manage cross-functional relationships
- Proven ability to lead teams, resolve conflicts, and manage complex operational challenges
- Experience with quality systems, SOP documentation, and audit processes is a plus

**Requisition ID**:606402

**Minimum Salary: $**61300**

**Maximum Salary: $**121600**

Compensation for **sales roles** is governed by Sales Incentive Compensation Plan (which includes certain annual non-discretionary incentives based on predetermined objectives).