Customer Care Associate at Vericel providing support for commercial operations in regenerative medicine. Ensure timely processing of product orders with exceptional customer service and cross - functional collaboration.
About the role
- Global Process Owner responsible for designing and harmonizing Customer Care processes. Leading transformation initiatives for the company’s global service operations.
Responsibilities
- End to End Process Ownership and Design: Define, harmonize and document selected "End-to-End" target processes for Customer Care
- Ensure customer-centric, scalable and technology-enabled processes
- Collaborate with cross‐functional teams to develop service frameworks, standards, and playbooks
- Lead multi-country transformation initiatives
- Apply consulting-grade methodologies and structured problem-solving
- Define global performance indicators (KPIs) and SLAs
Requirements
- Minimum 10 to 15 years of experience in the Customer Care field and/or in customer facing roles
- Experience in matrix organizations and with global service operations and/or omnichannel engagement
- Advanced mastery of process management methodologies (BPM, Lean, Six Sigma, Design Thinking)
- Associated technological tools (CRM, Artificial Intelligence / Chatbot, Self-service) and customer service platforms (e.g. Zendesk, Salesforce Service Cloud, Google CES,...)
- Fluent English is essential (daily international context), French or German are a major asset.
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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