Vendor / BPO Product Support Supervisor [Hybrid]

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Position Overview

This position manages the day-to-day operations of the Insulet Corporation's Customer Care Product Support team, and will be responsible for resolving escalated customer contacts, managing existing and new processes, and discovering and implementing continuous improvement opportunities through analysis. This position interacts and collaborates daily with Insulet's Product Support Tier II, CPS, Post Market Surveillance, and Regulatory and Engineering teams and must be able to work effectively in a key cross-functional role with internal, external, and vendor-based business partners.

Responsibilities

• Ensures contact handling, documentation, and performance metrics meet contractual requirements
• Manages day-to-day operations for the vendor-based Customer Care Product Support Tier I team, serving as the main escalation point for any customer or agent-based questions / issues on products, processes, and contact handling
• Cross-functional collaboration on projects focused on overall agent / customer experience and new product / process deployment related to the Customer Care Product Support Tier 1 team
• Define, manage and implement enhancements to processes and systems to refine the vendor-based Customer Care Product Support Tier 1 structure
• Preparation of daily, weekly, monthly and quarterly vendor-based Customer Care Product Support Tier I related reports
• Provides coaching and feedback to vendor-based teams in accordance with department, company, and contractual goals / metrics
• Participates in the Customer Care Product Support quality program, conducting quality audits and calibration of quality scoring with leadership team
• Collaborates with the Customer Care Product Support Learning & Development team to identify training needs and learning opportunities within the vendor-based Customer Care Product Support Tier 1 team
• Participates in special projects and performs other duties as assigned

Education and Experience

Preferred Skills and Competencies

Physical Requirements (if Applicable)

Additional Information

The US base salary range for this full-time position is $74,475.00 - $111,712.50. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Insulet Corporation (NASDAQ : PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet's flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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