Customer Care Manager jobs at Boston Scientific in Canada, Ottawa

· Manage a team of 7 direct reports
· Maintain development plans, track goal progress, and address challenges
· Mediate staffing issues, including holiday coverage and conflict resolution
· Lead daily team meetings to address ongoing concerns and operational updates· Oversee the daily inquiries for the customer care team, ensuring timely and accurate responses
· Provide guidance and support during manufacturing and supply chain disruptions
· Assist with escalations and ensure effective resolution of complex issues· Liaise with field teams, site representatives, and other internal departments to resolve issues and support projects
· Communicate with third-party vendors to coordinate logistics and investigate delivery issues
· Manage communications during major logistics disruptions to ensure transparency and continuity· Maintain regular communication with customers to resolve disputes, provide order and finance updates, and deliver usage or performance reports
· Represent the team and company professionally in handling escalated customer concerns· Support the customer service team in navigating manufacturing challenges
· Assist in fulfilling complex or urgent orders, including relabels, LATAM shipments, and expedited requests· Maintain and update work instructions and standard operating procedures (SOPs)
· Implement changes through the quality system and ensure documentation accuracy
· Ensure team-generated reports are complete, accurate, and up to date· Guide the team through complaint submission processes and feedback tracking
· Report on logistics performance and order accuracy
· Conduct regular reviews with logistics partners to address mis-deliveries and service issues· Contribute to strategic projects including geographic expansion, product development, data analysis and financial initiatives
· Collaborate with cross-functional teams to solve problems and enhance operational efficiency
· Provide audit support as the subject matter expert for customer-related services

· Bachelor’s degree in a related field (or equivalent experience)
· Experience in customer service operations or a similar leadership role
· Strong interpersonal and communication skills, with the ability to manage cross-functional relationships
· Proven ability to lead teams, resolve conflicts, and manage complex operational challenges
· Experience with quality systems, SOP documentation, and audit processes is a plus

Compensation forhourly, non-sales rolesmay also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for
salaried, non-sales rolesmay also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

Compensation foris governed by Sales Incentive Compensation Plan (which includes certain annual non-discretionary incentives based on predetermined objectives).

· Lead the Ottawa Supplier Engineering Group on initiatives and projects with suppliers to identify areas for improvement and provide guidance and support for process enhancements.
· Be responsible for strengthening the Supplier Engineering team’s relationship with all key CMO’s
· Mentor and develop team member reporting directly to this role. Conduct all required HR associated work and support direct reports in their career aspirations.
· Evaluate and manage TheraSphere manufacturing capacity expansion program with all contract manufacturers to ensure manufacturing capabilities are properly established to meet future product demand.
· Create inter-company and external relationships for open and transparent communication with suppliers to ensure mutual understanding of expectations and objectives.· Lead the execution of SFMD Engineering deliverables and collaborate with all functional groups for initiatives related to product improvements.
· Leads the SE team in interfacing with suppliers to support investigation of supplied material issues or supply constraints.
· Maintaining compliance to the Quality Policy and all other documented quality processes and procedures to support the BSC commitment to patient safety and product quality.
· Act as the over-arching Technical Design Authority on all supplier engineering matters related to CMO manufacturing.

· Bachelor’s degree in engineering, preferably Chemical, Mechanical or Biomedical Engineering.
· Experience working under regulated environment per ISO13485 and FDA guidelines.
· 10+ years of relevant work experience as a Supplier/Sustaining Engineer or equivalent role.
· Proficiency in report writing skills.
· Good understanding of statistical methods, problem-solving techniques and six sigma methodologies
· 7+ years’ experience in commissioning and validation workflows as it relates to medical devices and pharmaceuticals
· 10+ years combined as project manager/technical project leader/functional manager
· Ability to travel Internationally (to the U.S. mainly) at least 4-5 times per year and have a valid passport for international travel

· Ability to communicate effectively on all levels with strong technical writing and reporting skills
· Organized and detail-oriented; ability to prioritize and manage multiple projects
· Strong interpersonal skills with ability to develop internal and external relationships
· Results-driven with strong critical thinking and analytical skills
· Experience working with nuclear medicine, nuclear facilities and radioactive materials a strong asset.

Compensation forhourly, non-sales rolesmay also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for
salaried, non-sales rolesmay also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

Compensation foris governed by Sales Incentive Compensation Plan (which includes certain annual non-discretionary incentives based on predetermined objectives).