Change people's lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Senior Manager of Service Relationship

• Deadline to apply by April 23rd, 2024

About the role

The Senior Manager, Service Relationship will serve as a people leader and role model to drive exceptional focus on meeting the needs of Providers, Recipients, and business partners by harnessing the talents/outputs across the key operating departments (CX Ops, Reimbursement, Supply Chain, and Field Sales) within Cochlear. This role will lead the Service Relationship account managers that act as the point of contact for providers, building customer and company relationships, and enabling revenue generation for Cochlear. The Senior Manager is accountable for the daily management and oversight of the processes, service levels, policies and procedures related to the support of our key strategic accounts. Key activities include developing and orchestrating a model aimed at delivering a superior customer service experience, coaching and developing a team of professional account managers, meeting / exceeding service levels, and, in partnership with Senior Field Sales Leadership, en sure healthy provider relationships contribute toward Revenue target attainment. Alongside these activities is the constant requirement of positively disrupting the status quo to further enhance and improve the provider experience, employee satisfaction, and business efficiency. This role is an extension of Cochlear's external sales organization, and it is critical to build and foster positive working relationships with the sales team and professional customers.

This role can be based remotely in the United States or operate out of our headquarters in Lone Tree, CO.

Key Responsibilities

• Be a strategic business partner for regional field sales leaders to develop and drive the actions necessary to affect the positive changes deemed critical to improve service delivery across and within all service delivery channels.
• Lead and hold accountable, the Service Relationship Manager team of professional account managers responsible for complete provider satisfaction with all service-related matters associated with designated strategic accounts (contact and response service levels, quality, on-time surgical equipment delivery, and professional and field partner NPS/CES.
• Act as a role model change champion to lead and direct efforts across key operational teams (CX, ProCare, Reimbursement, Supply Chain) to continually evolve strategy and tactics as the needs of our provider accounts c
• Direct the use of all available technology and resources designed for monitoring, measuring, reporting, and analyzing performance to drive a continuous improvement culture.
• Manage the attainment of all key service metrics by established deadlines; identify, research and correct issues, adjust priorities to reach department goals.
• Establish and maintains productive relationships with other business units to meet overall objectives; lead rapport building efforts with customers and professional partners.

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

• Bachelor's degree or equivalent work experience

• 7+ years of experience

• Ability to travel up to 20%.

• Experience leading in an exceptional customer service environment.
• Mature business acumen with proven experience/expertise in fulfilling customer expectations with a high-degree of professionalism.
• Experience with supply chain operations, Health care Customer Service Experience supporting hospitals, clinics, and/or surgical center settings a plus.
• Experience in handling high-pressure deliverables and can be counted on to deliver in adverse circumstances.
• Proven track record in finding common ground to solve problems in accordance with customer expectations and corporate standards.

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Pay Range in the United States: $125,000 - $135,000 based upon experience, as well as an annual bonus opportunity of 15% of base salary. Exact compensation may vary based on skills, experience, and location.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind - thinking about their needs.

For this reason, our products, services and support will continue to