Customer Care Manager

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 plays a critical 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 and resolving escalations.

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 (Tuesday, Wednesday, Thursday).

Relocation assistance is not available for this position at this time. Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

Your Responsibilities Will Include

• 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.
• Communicate with third-party vendors to coordinate logistics and investigate delivery issues.
• Manage communications during major logistics disruptions to ensure transparency and continuity.
• 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.
• Support the customer service team in navigating manufacturing challenges.
• Assist in fulfilling complex or urgent orders, including relabels, LATAM shipments, and expedited requests.
• 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.
• 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.
• Collaborate with cross-functional teams to solve problems and enhance operational efficiency.
• Provide audit support as the subject matter expert for customer-related services.
• Other duties as required.

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

Preferred Qualifications

• Experience with quality systems, SOP documentation, and audit processes

Requisition ID:
618204

Minimum Salary: $
**57200**
Maximum Salary: $
**113700**
The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs.
At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.
Compensation for
hourly, non-sales roles
may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for
salaried, non-sales roles
may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

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

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn't just business, it's personal. And if you're a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you