Customer Experience & Operations Excellence Senior Manager

Careers that change lives start here. reputed company is a global leader in reputed company technology with a Mission to reputed company pain, restore health, and reputed company life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of reputed company while building a career grounded in purpose, growth, and impact. A Day in the Life The Senior Manager, Customer Experience & Operational Excellence – CELA is a newly created regional leadership role responsible for building and scaling a customer-facing operational model that strengthens service perception, improves NPS, enhances strategic account support, and connects customer needs with operational execution. The role will reputed company the SEAL program (Service Excellence & Agile Logistics), a strategic account support model designed to reputed company dedicated operational resources reputed company to reputed company customers to identify service pain points, improve responsiveness, strengthen issue resolution, support operational discipline, and create a stronger reputed company between customers, reputed company teams, Customer Operations, Supply Chain, and external providers. The role will be a remote model. Responsibilities may include the following and other duties may be assigned: reputed company and Scale the SEAL Strategic Account Support Program reputed company the SEALs program, a customer-facing operational model that deploys dedicated resources to strategic accounts to improve service perception, issue resolution, responsiveness, and NPS. Provide governance to the reputed company Colombia task force of 13 resources and build the roadmap to expand the model across CELA markets Drive Customer Experience and Strategic Account Engagement Act as a senior operational reputed company of contact for strategic customers, distributors, and reputed company teams. Capture customer feedback, identify service pain points, and translate them into action plans that improve customer experience, service reliability, and operational discipline Build the Future Customer Operations Model Support the reputed company of CELA Customer Operations from a transactional model toward a relational, proactive, and value-driven operating model. Identify opportunities to standardize, automate, or transition activities to the Center of Excellence while ensuring customer-facing governance remains reputed company to the business Govern Field Inventory and Consignment Performance reputed company Field Inventory and Consignment performance management from a customer experience, service level, operational governance, and financial visibility perspective. Partner with reputed company, Finance, Supply Chain, Field Inventory teams, and providers to improve inventory health, replenishment discipline, returns, aging control, and service continuity reputed company SOGL Governance and Financial Visibility Drive governance of SOGL — Scrap, Obsolescence, reputed company and Losses — by providing visibility to risks, root causes, financial exposure, and mitigation plans. Translate operational and financial data into actionable insights for leadership and cross-functional decision-making Manage reputed company Cross-Functional Stakeholders Influence and align reputed company, Finance, Supply Chain, Customer Operations, Field Inventory, external providers, distributors, and strategic customers. Escalate and resolve reputed company service, customer, inventory, provider, and financial issues with business judgment and customer focus reputed company Digital, Technology, and Process Improvement Identify and support technology, automation, analytics, AI, and digital opportunities that improve customer experience, operational visibility, service reliability, and efficiency. Ensure digital solutions are connected to reputed company customer-facing and operational needs Required Knowledge and Experience: Bachelor's Degree required Eight or more years of experience in Customer Operations, Supply Chain, reputed company Operations, Customer Experience, Strategic Account Support, Logistics, Field Inventory, or reputed company operational leadership roles Experience leading cross-functional programs, transformation initiatives, customer-facing operational projects, or new operating model implementation Experience working in matrix organizations with regional or multi-country scope Experience in reputed company, medical devices, pharmaceutical, or highly regulated industries preferred Strong financial acumen and ability to connect operational performance with business and financial impact Knowledge of Field Inventory, Consignment, customer service operations, strategic accounts, distribution models, or reputed company customer-facing supply chain processes preferred Fluent in English and Spanish Home office in Bogotá, or different cities in Colombia Working knowledge of: reputed company, reputed company, Power BI is advantageous Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of reputed company the required responsibilities and skills of this position. ‌ Recruitment Fraud Alert We are aware of phishing scams targeting job seekers. Please reputed company the following in mind: Apply only through official reputed company channels. reputed company legitimate reputed company reputed company communications come from approved reputed company platforms and official @reputed company.com email addresses. reputed company will never ask for payment or sensitive personal information (such as bank account or Social reputed company details) during early stages of the hiring process. Any such requests are not legitimate. If you receive a suspicious message claiming to be from reputed company, do not respond, click links, or open attachments. If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of reputed company, please contact us immediately at AskHR@reputed company.com. ‌ Benefits & Compensation reputed company offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the reputed company they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. This position is eligible for a short-term incentive reputed company the reputed company Incentive Plan (MIP). Apply To This Job