AddressCooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women's healthcare providers, including testing and treatment options.
CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women's health care clinicians. More information can be found at www.coopersurgical.com.
- Leading the APAC Customer Experience teams in the region.
- Actively detecting and identifying process weaknesses, proposing improvements, and, upon agreement, implementing these enhancements to optimize efficiency.
- Proactive role and dedicated effort to drive the onboarding of new product portfolios in Customer Experience, ensuring seamless alignment with Master Data Management, Pricing, and Product Management for a cohesive and integrated approach.
- Emphasize and actively drive clear and transparent information sharing throughout the APAC Customer Experience function, fostering a collaborative "one-team" approach for enhanced cohesion.
- Collaborate closely with commercial leaders to guarantee that the local Customer Experience team is effectively supporting the business in alignment with its needs and objectives.
- Establish, lead, develop, and coach a high-calibre team, continuously evaluating team members, measuring productivity, managing talent, and fostering a culture of sharing best practices
- Cultivate a cohesive "one-team" approach, ensuring that every individual, regardless of location, feels an integral part of the global Customer Experience team, fostering collaboration and synergy.
- Prioritize knowledge and adherence to processes within the Customer Experience staff by implementing comprehensive training and educational programs, ensuring alignment with established processes and standards.
- Relevant degree at master level. Eg. Customer Relationship Management, Service management, Business Administration, or related.
- 7 years of experience from a similar role, preferable medical device
- Ability to manage multiple, remote, and virtual teams consisting of employees with direct reports and direct reports and to work in a matrix organization.
- Collaborative team player accustomed to working in a multicultural environment emphasizing customer satisfaction.
- Leader capable of creating a collaborative relationship between Commercial, Operations and other business functions leading to continuous improvement.
- Strong interpersonal skills requiring the ability to resolve conflicts in various level of an organisation.
- Strong problem solving, team building and decision-making skills.
- Outstanding communication skills, and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts.
- A resourceful team player
- Fluent English (spoken and written) is mandatory.
