Job Information
The U.S. Pharmacopeial Convention (USP) Associate Director, Customer Experience Operations in Serilingampally Mandal, Ranga Reddy District, India
Description
Who is USP?
The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world's top authorities in health and science to develop quality standards for medicines, dietary supplements, and food ingredients. USP's fundamental belief that Equity = Excellence manifests in our core value of Passion for Quality through our more than 1,300 hard-working professionals across twenty global locations to deliver the mission to strengthen the supply of safe, quality medicines and supplements worldwide.
At USP, we value inclusivity for all. We recognize the importance of building an organizational culture with meaningful opportunities for mentorship and professional growth. From the standards we create, the partnerships we build, and the conversations we foster, we affirm the value of Diversity, Equity, Inclusion, and Belonging in building a world where everyone can be confident of quality in health and healthcare.
USP is proud to be an equal employment opportunity employer (EEOE) and affirmative action employer. We are committed to creating an inclusive environment in all aspects of our work—an environment where every employee feels fully empowered and valued irrespective of, but not limited to, race, ethnicity, physical and mental abilities, education, religion, gender identity, and expression, life experience, sexual orientation, country of origin, regional differences, work experience, and family status. We are committed to working with and providing reasonable accommodation to individuals with disabilities.
Brief Job Overview
The Associate Director - Customer Experience (CX) Operations will oversee and support the strategy, execution, and continuous improvement of customer service, VOC, and Salesforce support functions for the India site. This role will work in close collaboration with the Sr. Director of Customer Experience in the US and US based CX leadership team, ensuring alignment with global CX strategies, and acting as the main point of accountability for CX operations in India. Associate Director CX Operations will be responsible for establishing best-in-class CX processes, leading cross-functional projects, and ensuring high-quality customer engagement and satisfaction.
How will YOU create impact here at USP?
In this role at USP, you contribute to USP's public health mission of increasing equitable access to high-quality, safe medicine and improving global health through public standards and related programs. In addition, as part of our commitment to our employees, Global, People, and Culture, in partnership with the Equity Office, regularly invests in the professional development of all people managers. This includes training in inclusive management styles and other competencies necessary to ensure engaged and productive work environments.
The Associate Director - Customer Experience in our India Site has the following responsibilities:
CX Strategy and Execution:
Implementation of the CX operational strategy in alignment with global objectives and the broader customer experience vision.
Ensure that CX initiatives align with the company’s objectives and enhance customer satisfaction and retention.
Customer Service Management:
Support the customer service team, driving KPIs and performance targets to achieve exceptional response and resolution times.
Design, implement, and monitor processes to ensure a high level of customer support and satisfaction across all touchpoints.
Establish frameworks for customer feedback, escalation handling, and issue resolution.
Voice of Customer (VOC):
Support the VOC program to capture, analyze, and act on customer feedback across all channels.
Support development of mechanisms to translate insights from customer feedback into actionable improvements and innovation.
Collaborate with cross-functional teams to drive CX improvements based on VOC data and findings.
Salesforce Support and CX Technology Enablement:
Oversee the Salesforce support team, ensuring Salesforce processes support CX goals and customer interactions.
Work closely with technology product teams to maintain, enhance, and optimize the Salesforce platform and other CX-related tools where applicable.
Identify opportunities for process automation and technological improvements to enhance team efficiency and data accuracy.
Cross-Functional Collaboration and Stakeholder Management:
Act as the primary liaison between India CX operations and the global CX leadership team.
Build and maintain effective relationships with stakeholders across the organization, ensuring CX alignment and promoting a customer-centric culture.
Be apart of the CX global team through collaboration with marketing, and sales teams to ensure a cohesive customer journey supported by the India team on a global level.
International travel required as needed between Global leadership teams, events, and customer visits as needed.
Performance Monitoring and Reporting:
Establish and manage operational KPIs, regularly tracking and reporting on customer service performance, VOC insights, and Salesforce support metrics.
Provide regular updates and insights to the Sr. Director of Customer Experience, leveraging data-driven insights to guide strategic decisions.
Team Development and Leadership:
Lead, mentor, and develop a high-performing CX team in India, fostering a customer-first mindset.
Conduct regular performance reviews, provide coaching, and support professional development for team members.
Ensure the team operates with a continuous improvement mindset and stays up-to-date with best practices in CX, VOC, and CRM support.
Who is USP Looking For?
The successful candidate will have a demonstrated understanding of our mission, commitment to excellence through inclusive and equitable behaviors and practices, ability to quickly build credibility with stakeholders, along with the following competencies and experience:
Education: Bachelor’s degree in Business, Marketing, Operations, or related field (Master’s preferred).
Experience:
10+ years in customer experience, customer service, or operations, with at least 5 years in a leadership role.
Proven track record managing cross-functional CX teams in a global organization.
Experience with VOC programs, Salesforce CRM, and customer service best practices.
Skills:
Strong strategic thinking and analytical skills, with a deep understanding of CX metrics and tools.
Excellent communication and stakeholder management skills.
Proficiency in Salesforce and familiarity with CX technologies and tools.
Additional Desired Preferences
Desired preferences are to showcase any additional preferred levels of expertise to perform the role. Reminder: any items listed in this section are not requirements nor disqualifies for candidate consideration.
Supervisory Responsibilities
Team Lead Customer Service
Senior Customer Experience Specialist
Customer Experience Specialist
Data Engineer-Salesforce
Benefits
USP provides the benefits to protect yourself and your family today and tomorrow. From company-paid time off and comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial well-being is protected.
Job Category Customer Service
Job Type Full-Time