At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates. 

Owens & Minor teammate benefits include:

Medical, dental, and vision insurance, available on first working day401(k), eligibility after 30 days of employmentEmployee stock purchase planTuition reimbursementDevelopment opportunities to grow your career with a global company

The Director of Customer Operations drives strategy and manages execution of customer service model. Leads Customer Operations teams while ensuing assigned tasks are complete and goals are met. Accountable for overall customer experience, service operations execution and teammate engagement. Contributes for forward strategy of company.

ESSENTIAL JOB FUNCTIONS:

Ensures the Service Operations Team achieves targets across all core KPIsEnsures teammate training programs are successfully implemented and achieve both customer and internal performance standards.Manages resource decision making and planningMust have a strong background in insurance processesEstablishes and supports policies and procedures that produces high quality service delivery that reflect industry best practices.Create and support processes around a feedback loop, calibration process and other processes to build a scalable quality programIdentifies opportunities to improve the customer experience, analyzing trends and exploring improvement opportunities through partnership with the customer experience process improvement team.Provides critical input into the design and implementation of all customer experience related systems and tools.Manages and inspires a team of high performing teammates to advocate for the customer while balancing the needs of the business. Achieves and exceeds service standards by identifying team performance gaps, allocating time to listen, monitor, and provide constructive feedback for performance improvement.Drives rigorous quantitative and qualitative analyses for customer feedback using leading practices.

REQUIRED EDUCATION & EXPERIENCE:

Bachelor’s Degree preferred and/or 10 years of relevant business experience (customer service, shared services, call center, etc.)5 or more years of leadership experience within relevant field/industry (healthcare, CPG, Retail, Sales/Service, etc.)3 or more years of insurance background experienceExperience leading large diverse teamsProven track record of delivering world class customer experience in customer facing environments

KNOWLEDGE, SKILLS, & ABILITIES:

Demonstrated experience and leadership in Customer Service/InsuranceAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.Demonstrated skill and confidence in proactively building relationships with top tier partners/leaders both internally and externallyMust possess excellent communication skills and the ability to practice proper phone etiquette. Proficient in Microsoft Office: Word, Outlook, Excel, PowerPoint.Strong ability to make decisions in a changing environmentStrong ability to anticipate future needs of the organizationEnergetic, flexible, collaborative and proactive team leader who welcomes challengesCommunicates effectively and persuasively, both verbally and in writingManages time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills

Salary Range: The base salary range for this role is estimated to be $115,000-120,000 per year. This range may vary based on years of relevant experience and geographic location.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin physical or mental handicap, disability, age or status as a disabled veteran or veteran of the Vietnam era.

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.