Director, Customer Care

The  Avation Medical team is continuing to grow. We are looking for a super talented and seasoned Director of Customer Care, to lead our customer care team and ensure that our customers – patients and prescribers – are delighted, happy and loyal. Avation Medical has recently launched the revolutionary Vivally System – the only FDA cleared wearable physiologic closed-loop neuromodulation system and mobile application to treat symptoms of overactive bladder and urge urinary incontinence. Vivally is a patient-friendly medical device poised to restore quality of life to millions of patients in the United States. The Avation Director of Customer Care reports to the VP, Product Marketing & Customer Care.

As the Director of Customer Care, you will help to deliver on Avation’s mission to ensure that patients have access to cutting edge treatment options that are non-invasive and patient friendly. 

The Avation Director of Customer Care will be developing the Customer Care organization to scale with the company, to accommodate growing customer demand, and will ensure the Customer Care organization runs like a well-oiled machine.

To nail this great opportunity, you'll need a solid background in managing customer care in a medical device or healthcare setting, have demonstrated top-notch leadership ability, and a genuine passion for ensuring a positive customer experience. 

RESPONSIBILITIES

• Lead and manage the customer care team, providing guidance, coaching, and support to ensure high performance and achievement of departmental goals.
• Establish and communicate policies and procedures to support the rapid growth of company sales while ensuring consistent and high quality service delivery.
• Oversee the daily operations of the customer care department, including handling customer inquiries and resolving escalated issues in a timely and professional manner.
• Maintain a commitment to and culture of customer success – patients and prescribers.
• Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.
• Analyze customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience and proactively make recommendations to management to improve product and/or overall customer experience.
• Collaborate with cross-functional teams, such as sales, marketing, and operations, to ensure a seamless customer experience and alignment of customer care goals with overall business objectives.
• Monitor and assess customer care performance metrics, such as response time, first contact resolution rate, and customer satisfaction scores, and implement corrective actions as needed.
• Stay informed about industry trends, best practices, and emerging technologies related to customer care, and proactively recommend innovative solutions to enhance customer care operations.
• Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer care team.

Other duties may be assigned, as determined for the success of the business.

REQUIRED SKILLS

• Proven experience in a customer care management role in a medical device or healthcare environment, with a track record of successfully leading and managing a customer care department.
• Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations.
• Familiarity and experience working with an FDA-regulated product and HIPAA requirements.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, employees, and stakeholders at all levels of the organization.
• Exceptional problem-solving and decision-making abilities, with a focus on delivering efficient and effective solutions for customer issues and concerns.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment.
• Proficient in using customer relationship management (CRM) software and other relevant tools to manage customer interactions and track performance metrics.
• Knowledge of customer care best practices and industry trends, with the ability to apply this knowledge to improve customer care operations.
• Ability to remain calm and professional in high-pressure situations, demonstrating resilience and adaptability.
• Detail-oriented with a commitment to accuracy and quality in all aspects of customer care operations.
• Excellent analytical and data-driven decision-making skills, with the ability to use customer insights to drive continuous improvement.
• Experience with inside sales, sales support and DME products is considered a plus.

REQUIRED QUALIFICATIONS

• Bachelor's degree in business administration, customer service, or a related field.
• Minimum of 7 years of experience in customer service management and leadership.
• Experience with FDA regulated medical devices and/or digital health tools and understanding of HIPAA requirements.
• Proven track record of delivering exceptional customer care and driving customer satisfaction and loyalty.
• Strong knowledge of customer care principles, practices, and strategies.
• Familiarity with relevant customer care software and tools. Microsoft Dynamics experience a plus.
• Excellent written and verbal communication skills.
• Ability to travel as needed (<10%)

COMPETENCIES

• High attention to detail
• Understanding of terminology and ability to share and communicate effectively within the group
• Ability to organize and prioritize tasks resulting in consistent productivity
• Ability to function within and support a team environment and build strong working relationships
• Dependable and punctual
• Ability to meet accuracy and productivity goals
• Good problem-solving skills, ability to evaluate situation and prioritize factors in decision making
• Self-motivated, utilize available resources for self-improvement and development
• Flexible: able to follow directives and accomplish tasks outside of normal duties

PHYSICAL REQUIREMENTS

• Regularly lift and /or move up to 25 pounds

• Must be able to sit or stand for long periods of time (6-8 hours) for multiple days

AVATION CULTURE

We are seeking candidates who will embrace the Avation E.D.I.C.T.

• Empower Patients: We empower patients to get their life back which motivates everything we do.
• Diversity Matters: We value differences and similarities. Our patients are diverse and so are we.
• Innovative Mindset: We embrace growing and improving, approaching challenges with excitement, innovation, integrity, and urgency.
• Commitment: We commit to acting with empathy, gratitude, kindness, and joy.
• Team: We are each other’s toughest critics, our biggest challengers, and loudest supporters.

Decisions concerning employment are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law.