Company: KARL STORZ Endoscopy-America, Inc. (KSEA)

Job Code: 11709

Pay Grade: US-C18

Description

KARL STORZ SE & Co. KG based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.

For more than 75 years, KARL STORZ has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.

Based in our North American headquarters in El Segundo, CA the Senior Operations Manager, Customer Experience is a highly visible position that assumes a critical role in the day-to-day operations of the customer support call center for North America while executing strategy in partnership with Customer Support leaders and other department managers. The Customer Support department is a fast-paced, highly dynamic, JD Power-certified call center that drives a culture of service excellence. A successful candidate directs and coordinates activities of the Customer Support department in partnership with a counterpart Sr. Operations Manager based in Auburn, MA. S/he provides advice and feedback from customers to the Executive Director of Customer Support on any operational issues that impact customer satisfaction. Within the department, this position leads four supervisors, an analyst dedicated to resolving invoicing issues, and a specialist who manages phone queue service levels / resource planning via automated call distribution software. Overall, there are 40 individuals reporting to this position. A key responsibility is leading a team of Relationship Managers who execute on large deals that require coordination with and input from several other cross-functional groups outside the department.

Responsibilities

• Responsible for the overall efficient and responsive operation of the Customer Support department handling 600+ calls daily and 250+ hard copy purchase orders daily via phone, fax, e-mail, government portals, and EDI channels. A significant portion of time is spent collaborating with other leaders to ensure alignment between the El Segundo, CA and Auburn, MA sites.


• This role oversees workforce management for the department, ensuring service levels are maintained according to staffing & resources.


• Collaboration with teams and functions outside the department include a seat on the Business Continuity Management team for the El Segundo site, where this Sr. Manager provides insights to the team that affect the largest back-office team in the company.


• Other areas of collaboration include, but are not limited to, Sales, Marketing, Accounts Receivables, Credit & Collections, Field Service, IT, Pricing Office, Leasing, Logistics, and HR/Talent Acquisition.


• This individual understands the drivers of change as it relates to people, process, and technology. S/he will have excellent mastery of written and verbal communication.


• The Sr. Operations Manager, Customer Experience oversees the Voice of the Customer Program in Customer Support, which measures the level of service to our customers through survey instruments.


• This individual is a key member of the corporate-wide VOC initiative that is designed to align all customer-facing departments in creating a singular service experience for our customers.


• Alongside the VOC program, this role oversees the Voice of the Employee program which measures and reports on the health of the department while strengthening our employee culture through continuous improvement.


• Works closely with the Sr. Communications Manager in ensuring loyalty building happens with internal and external customers through the Call Quality and Order Quality Programs, Calibration Process, Performance Management Process, Mentor Program and Escalation Process.


• Works directly with the Sr. Communications Manager, who is responsible for creating programs for staff personal development, ERP system training, and business skills development. Identifies, recommends and supports the implementation of various programs for the improvement of contact center processes.


• Oversees the creation of Service Level Agreements (SLAs) to help improve communications within Customer Support, and with other KARL STORZ internal departments.


• Leads the recruitment efforts in partnership with Talent Acquisition, ensuring current vacancies are tracked through the onboarding process.
  
  

Qualifications

• A minimum education level of a(n) Bachelors Degree in administration, management or any related field from an accredited institution required.


• Minimum of 5 to 9 years of people managment experience in a contact/call center environment.


• Ability to work efficiently in high demand, team-oriented, and fast-paced environment.


• Ability to maintain customer confidentiality.


• Solid communication skills and excellent presentation & interpersonal skills.


• Ability to express ideas in clear and concise manner.


• Solid problem-solving skills and excellent Management skills.


• Ability to think strategically and identify significant success factors.


• Proven track record of successful customer satisfaction and employee programs adopted in other organizations.

#LI-JG1

Working at KARL STORZ during COVID-19

KARL STORZ will continue to maintain a safe work environment for our employees. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking. The impact and/or company-issued personal protection equipment may vary based on the nature and location of the role. Please click here to learn more about our response to COVID-19.

Employee Benefits Program Overview for U.S. Locations

• Medical / Dental / Vision including a state of the art wellness program and pet insurance, too!*


• 3 weeks' vacation, 10 holidays plus paid sick time*


• 401K retirement savings plan providing a match of 60% of the employee's first 6% contribution


• Section 125 Flexible Spending Accounts


• Life, STD, LTD & LTC Insurance


• Tuition reimbursement of up to $5,250 per year


• Fitness reimbursement up to $200 annually


• Employee referral program of up to $2,000 per hire


• And much more!

*Field sales, internships and part-time employees are not eligible except for where required by state law.

Non-employees, including temporary workers and consultants, are not eligible to participate in KARL STORZ benefits program.

KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employee must comply will all applicable KARL STORZ policies and procedures.

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. KARL STORZ is an Equal Opportunity Employer supporting EOE/M/F/Vet/Disability.

Reasonable Accommodation

If, at any point in the application process (including hiring), a candidate would like to request a reasonable accommodation due to a disability or a religious need, please email us at Taleo_Administrator@karlstorz.com and we'll be happy to engage in an interactive process with you.

Notice to Employment Agencies

This recruitment assignment is being managed directly by KARL STORZ's Human Resources team. Human Resources will reach out to our preferred, contracted agency partners in the rare instance additional talent options are required. Your respect for this process is appreciated. KARL STORZ does not accept unsolicited Agency resumes. Resumes received which were unsolicited by KARL STORZ Human Resources department will be ineligible for referral fees.

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