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Director, Regulatory Customer Care

2 months ago

United Kingdom EPM Scientific Full time

This position is part of the Global Regulatory & Compliance team.

In this role, you will have the opportunity to:

  • As part of the Global Regulatory Compliance management team, have accountability of operational oversight in a high-volume customer service setting focused on expert delivery of regulatory technical support
  • Facilitate continuous improvement of Regulatory Customer Care operational processes, documentation libraries, dashboards and reports, and software systems, including managing SalesForce Data Center (SFDC) customer response ques and metrics
  • Lead, manage, coach and inspire a team of regulatory subject matter experts, ensuring performance, development, and global coverage
  • Engage directly with customers and strategic account leaders to proactively resolve customer queries and manage escalations
  • Analyze customer feedback and support metrics to identify areas for improvement and implement actionable solutions
  • Drive alignment with regulatory, quality, program team, and other business leaders to ensure compliance with global regulatory requirements.

The essential requirements of the job include:

  • MBA and/or Masters in life sciences, engineering, or related discipline
  • Direct management of customer-facing technical support teams in a regulated environment
  • Strong operation management experience using Lean and agile methodologies
  • Effective communication and problem-solving skills for managing complex customer-facing issues, develop technical support leaders and associates, and liaise affectively with cross-functional teams

It would be a plus if you also possess previous experience in:

  • Hands on experience with contemporary Lean and Agile management frameworks
  • Expertise software systems for customer Technical Support in regulated environments, including SalesForce Data Center (SFDC), SmartSheet, and others