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Manager, Customer Care

Req #: 1800925
Location: Summit, NJ US
Job Category: Customer Service/Customer Care
Work Location: 556 Morris Avenue CELSUMWEST 07901
Organization: Celgene Corporation
Schedule: 40
Shift:
Employee Status: Full time
Job Type: Regular
Job Level:
Travel:
Other Locations:US- NJ- Summit West

Description

Celgene is a global biopharmaceutical company leading the way in medical innovation to help patients live longer, better lives. Our purpose as a company is to discover and develop therapies that will change the course of human health.  We value our passion for patients, ​quest for innovation, spirit of independence and love of challenge. With a presence in more than 70 countries, and growing - we look for talented people to grow our business, advance our science and contribute to our unique culture.

PREREQUISITES

BS/BA required. 5 years operational experience in a call center environment with responsibility for direct management of Supervisory level staff. Experience in the pharmaceutical, medical, or life sciences industry preferred.  

Skills/Knowledge Required:

  • The Manager of Customer Care reports directly to the Sr. Director of Customer Care and oversees the delivery of service to the patients, prescribers and pharmacies enrolled in the Celgene Risk Evaluation and Mitigation Strategy (REMS) programs.
  • Through analysis, planning, coordination, and implementation of processes, the Manager ensures the Customer Care Center meets the performance and quality standards for the department.  
  • The Manager maintains effective KPI monitoring to support a low effort customer experience.
  • The Manager is responsible for establishing and implementing departmental goals and objectives that are compliant with corporate policies.  
  • The Manager has direct responsibility for hiring, developing and leading the Supervisory staff for all functions within Customer Care.  
  • This role requires working closely with U.S. REMS leadership and key stakeholders. 
  • Develop operational reports related to service delivery, productivity, and performance. 
  • Assist in the development and design of KPIs, guidelines, work practices and standard operating procedures.
  • Support team and morale building initiatives sponsored by the Activities Committee.  
  • Ensure policies and procedures are in place and up to date and the department is prepared for a regulatory inspection.
  • Other responsibilities as assigned. Occasional travel required.
  • Excellent written and verbal communication skills
  • Minimum of 4 years people management experience required. 
  •  Proven management skills including constructive conflict resolution, excellent one-on-one front-line and supervisory coaching skills
  • Flexible, team member with positive attitude, ability to prioritize projects and balance competing priorities
  • Experience with writing performance documents (i.e., goals, IDPs, performance assessments).
  • Strong strategic orientation with ability to translate into operational priorities and plans
  • Proficient with Microsoft Office suite required
  • Skills/Knowledge Preferred:

  • Thorough understanding of the FDA REMS regulations, and operational experience with a REMS programs that includes elements to assure safe use
  • Experience in either retail/mail order pharmacy or prescriber offices a plus. 

    Responsibilities include, but are not limited to the following:

  • Provide general direction and guidance of staff in all areas of customer service and call center operations to ensure KPIs are achieved.
  • Develop and maintain a detailed understanding of the policies and procedures supporting the Customer Care Center and ensure adherence to REMS requirements.
  • Routinely review reports from Supervisors to ensure policies are implemented fairly and equitably across functions (i.e., attendance policy).  
  • Oversee the day to day call center operations and ensure Supervisors effectively manage workload volume and appropriate management coverage is available Mon – Fri 8AM – 8PM.
  • Train and develop Supervisors to ensure they can perform routine responsibilities associated with people management (i.e., writing SMART goals, tracking and documenting attendance, developing and writing IDPs, Coaching and Feedback, completing performance assessments).
  • Conduct mid-year and year-end performance assessments for Supervisors and ensure training and development occurs in support of individual needs.
  • Ensure appropriate career ladders are in place for each group in Customer Care.  Work with Supervisors to ensure individuals are appropriately ranked and have the skills to be successful in their position.
  • #LI-POST

Celgene is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Celgene complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must have authorization to work for Celgene in the U.S.
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About Celgene

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.

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