Vice President, Global Customer Service

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Vice President, Global Customer Service

Apply locations IE Remote San Diego, CA, United States Sydney, NSW, Australia CN Remote - Beijing time type Full time posted on Posted 2 Days Ago job requisition id JR_032290 We are the global leader in sleep technology and our devices transform care and lives for people with sleep apnea, COPD, and other chronic diseases. The work that we do is innovative as we work to shape the future of healthcare. We’re united in our commitment to improving millions of lives. As the Vice President of Global Customer Service (GCS) you’ll set the strategy and lead execution and delivery of the customer service function on a global scale, ensuring an exceptional customer experience enabled by digital capability and consistency in process excellence. The GCS organization currently supports both business-to-business and business-to-consumer commercial models. This leadership role requires a candidate with a proven track record of leading global teams to implement strategic initiatives that elevate customer experience, enhance efficiency, and foster a customer-centric mindset across the organization. Critical to the success of this role, a candidate will bring a strong understanding of change management principles, customer service best practices, understanding of applicable digital technologies, and process optimization methodologies. Key Responsibilities

• Strategy Development: Formulate a comprehensive customer service strategy that aligns with global business objectives while meeting the needs of international markets.
• Strengthen the voice of the customer: Capture reliable qualitative data to derive customer sentiment. Use customer feedback and data analytics to identify opportunities for service improvement, making strategic adjustments to enhance the end-to-end customer experience.
• Operational Excellence: Ensure the efficient and effective deployment of customer service processes, focusing on quality, consistency, and responsiveness across regions.
• Team Collaboration & Improvement: Drive initiatives that promote collaboration among customer service teams, fostering a culture of continuous learning and performance enhancement encouraging experimentation, feedback, and knowledge sharing to drive innovation and excellence. Work with Marketing and Product in understanding the voice of the customer, mapping their journey, and implementing new services/customer journeys.
• Process Standardization & Localization: Incorporate both business-to-business and business-to-consumer requirements and leverage technology to draft and implement customer service procedures that achieve global consistency while allowing for regional adaptations to address local cultural nuances.

Top 5 Required Skills

• Strategic Planning: Has successfully developed and implemented global strategies and initiatives aligned with business objectives, market trends, and customer needs to enhance the customer service experience.
• Operational Management: Skilled in overseeing global customer service operations with a focus on customer experience, optimizing operational costs, efficiency, and quality.
• Cultural Competency: Cultivate a global leadership mindset across the customer service organization, fostering collaboration, knowledge sharing, and cultural diversity and adjusting service protocols accordingly.
• Analytical Thinking: Adept in interpreting data to make evidence-based decisions and prioritize technology solutions that optimize customer service. Innovation & Transformation: Demonstrates creativity and a forward-thinking approach to enhancing the customer experience, leveraging innovative technologies and digital solutions.

Mindset and Behaviors Build Relationships : Establish connections with others to accomplish work. Develop people: Help others become more effective through strengths, expectations, encouragement and coaching. Lead Change: Recognize that change is essential, set goals for change and lead purposeful adaptations to work that align with a stated vision. Inspire others: Inspire others through vision, confidence, challenge and recognition. Think critically: Seek information, critically evaluate information, apply knowledge and solve problems. Communicate clearly: Listen, share information concisely with purpose, and be open to opinions. Create accountability : Hold self and others responsible for performance. Location is flexible across all of regions where ResMed has team members. Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.

About Us

At ResMed (NYSE: RMD, ASX: RMD) we pioneer innovative solutions that treat and keep people out of the hospital, empowering them to live healthier, higher-quality lives. Our digital health technologies and cloud-connected medical devices transform care for people with sleep apnea, COPD and other chronic diseases. Our comprehensive out-of-hospital software platforms support the professionals and caregivers who help people stay healthy in the home or care setting of their choice. By enabling better care, we improve quality of life, reduce the impact of chronic disease and lower costs for consumers and healthcare systems in more than 140 countries. To learn more, visit ResMed.com and follow @ResMed. ResMed Corporation is an equal opportunity employer and provides equal opportunity in employment for all qualified persons, without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. (US/Canada only) ResMed is an equal opportunity/affirmative action employer. ResMed is an E-Verify Employer. ResMed is a smoke-free workplace. We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant! #J-18808-Ljbffr