Manager of Customer Care Excellence reports directly to the Director of Customer Care and will be responsible for directing, coordinating, and actively participating in creating a sustainable culture of continuous improvement that delivers results. The manager will develop customer driven value streams that create a flow of information and support a low effort customer experience. In collaboration with Customer Care leadership and U. S. REMS Quality Operations, the manager will prioritize, provide direction and deploy the tools, principles and processes that eliminate waste. The manager will assess business processes and activities, develop future state vision and execute continuous improvement initiatives.
Responsibilities will include, but are not limited to the following:
Develop operational excellence improvement plan, coordinate operational excellence implementation methodology to drive improvements and communicate actions to achieve future state targets
Train and mentor employees in improvement techniques to build a stronger operational excellence competency within Customer Care
Develop and maintain deep and detailed understanding of policies, procedures and systems supporting the Customer Care Center
Establish uniform service delivery standards to ensure customers get the same experience from the onset of the contact
Develop and implement operational excellence reporting and program development
Routinely track service complaints and identify root cause and implement resolution
Implement surveys to understand the Voice of the Customer (VOC) and combine VOC with internal quality assurance results to provide comprehensive assessment of service delivery
Collaborate with Customer Care management in the development of KPIs
Routinely hold calibration sessions for Customer Care management staff to ensure proper coaching and feedback skills are developed and demonstrated.
Collaborate with Quality Operations to ensure Customer Care has the appropriate policies and procedures in place to support quality assurance
Research best practices for quality assurance in call centers and provide recommendations appropriate for Celgene Customer Care
Support Customer Care by providing leadership/management routine coverage and holiday coverage for call floor
Act as back up to Senior Manager of Customer Care during absences.
Analyze and summarize data to draw rational fact based conclusions and make appropriate recommendations for change
Maintain a project tracking dashboard for Customer Care and report results monthly
Provide monthly reports on activities and expenses (budget tracking)
Provide monthly summary data for Customer Care status report to leadership
Continually assess and make recommendations for process or continuous improvement
Collaborate with U.S. REMS Quality Operations and Training and Technology staff to ensure they support the needs of the improvement initiatives
Define and implement rewards and recognition programs for Customer Care
Research outside training and development opportunities and provide recommendations for implementation along with associated costs
Set and achieve yearly strategic goals
Act consistently as teacher, developing a mix of skills and abilities in the work environment.
Represent Customer Care on cross functional projects within U.S. REMS in support of Quality Operations and Training and Technology initiatives.
Assist with ad hoc projects and additional tasks as assigned
Work with leadership in installing organizational supports for Operational Excellence (reviews, communications, rewards, software, etc.)
Oversee Activities Committee, high school internship program and rewards and recognition programs
Support the training of Strategic Interaction Skills, Advanced Communication Skills, and Discovery Coaching for Customer Care
Previous experience with CEM (Customer Experience Management), Six Sigma, or Lean preferred
Solid past performance as a project manager.
Strong analytical/statistical problem solving tools.
Broad business knowledge and ability to link customer needs with business process.
Strong coaching and facilitation skills.
Excellent oral and written communication skills.
An understanding of and proficiency in change management.
Advanced skills in MS Word, Excel, and PowerPoint.
Must be able to directly lead or co-lead high-impact process improvement projects with demonstrated results.
Ability to manage multiple projects.
Ability to train, coach and mentor.
Proven skills working with cross-functional teams
Presentation skills required.
Must be able to function in a team environment.
Effectively communicate with stakeholders and vendors
Effectively adapts to work in an environment of changes.
Is resilient and tough but cooperative.
Becomes engaged and engages others in work efforts.
Recognizes problems and opportunities with a bias for taking action.
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Celgene is a global biopharmaceutical company committed to improving the lives of patients worldwide. At Celgene, we seek to deliver truly innovative and life-changing treatments for our patients.