Boston Scientific Customer Care Manager 

Canada, Ontario, Ottawa 

865765786

· 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).