Shire Jobs

Changing lives. Building Careers.

Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what’s possible and making headway to help improve outcomes.

The Manager, Sales Operations role is responsible for ensuring customer satisfaction with the customer service function provided by a third-party, outsourced Customer Service team. This individual will be accountable for planning, organizing, and directing the internal Customer Support team to assist Customer Service with providing timely responses to customer inquiries and resolving customer issues. As well as manage the activities to support the Field Sales Support Team in Trunk Stock Management, Site to Site Evaluations, Rental billing and reconciliation and managing the Acclarent install based reconciliation. This role will manage a small group to successfully interface and manage cross functionality across all other functions such as but not limited to; Marketing, Finance, Field Sales Organization, Supply Chain, Technical Services, and third party contracted entities. This role will work closely with Tech Services in order to align Service start and end date as well as assist in formulating installed base summaries to the Organization at Large. This role will review and submit monthly Sarbanes-Oxley (SOX) compliance as well as manage the enrollment and disenrollment of our ERP system and data access.

Under limited supervision and in accordance with all applicable federal, state, and local laws/regulations and Company procedures and guidelines, this position:

• Ensures that department personnel receive appropriate training.

• Provides customer service data and reports to management.

• Includes service improvement recommendations where appropriate. Approves budget recommendations.

• Develops cost controls to ensure budget parameters are not exceeded.

• Audits unit activities periodically for compliance to business procedures and workflows.

• Evaluates, analyzes, and summarizes customer survey results for management. Proposes plan to address results.

• Reviews and approves process changes designed to address the changing needs of customers. Authorizes nonstandard resolutions to customer complaints.

• Is responsible for ensuring personal and company compliance with all federal, state, local and company regulations, policies, and procedures.

• Responsible for communicating business related issues or opportunities to next management level.

• Support and collaboration with Technical Services for Service and Repair

• Strategize and lead projects in Sales Operation with Senior Manager in order to offer efficiency and process improve for field support and in other cross functional teams

• For those who supervise or manage a staff, responsible for ensuring that subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition, if applicable.

• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures.

• Performs other duties assigned as needed.

Qualifications:

Education and Experience:

• Bachelor’s degree in Business, Finance, Sales & Marketing, Contracting or related field.

• 10-12 years of progressive experience in Customer Service / Sales & Marketing Support preferably in the medical device industry or an FDA regulated industry.

• Successful collaboration and team experience in a matrix organization supporting customers/field.

• Strong Analytics skills to be able to partner with the other functions on data collection to support the Field Support Team Members

• Prior Supervisory experience and successful track record of development and

• Knowledge of customer service, including order management activities with understanding of healthcare environment.

• Strong computer skills and knowledge of various programs such as Microsoft Office, JDE or equivalent ERP system.

• Outstanding organizational skills and self-motivation. Excellent verbal and written communication skills.

• Salary Range: $100,000 - $135,000