"Alerted.org

Changing lives. Building Careers.

Joining us is a chance to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, our colleagues are challenging what's possible and making headway to innovate new treatment pathways to advance patient outcomes and set new standards of care.

ESSENTIAL DUTIES AND RESPONSIBILITIES

+ Lead a team of 3-5 Customer Service Senior Managers, Managers, and Supervisors, managing both direct and outsourced teams totaling 50+ contact center representatives; plan, develop, and direct all aspects of contact center operations.

+ Ensure overall performance of contact center operations; directly or through partnership with Business Process Outsourcers, deliver on service levels (SLAs) and key performance indicators (KPIs).

+ Implement monitoring systems and tools to track process performance, identify bottlenecks or inefficiencies, and report on performance to relevant stakeholders.

+ Design, implement, and optimize processes within the organization, with a focus on enhancing efficiency, effectiveness, and quality across customer-facing operations, including touchpoints in the O2C cycle.

+ Collaborate with stakeholders across regions, departments, and organizational levels to align processes with business objectives; engage with senior executives and functional teams to understand their needs and address concerns.

+ Establish and maintain governance frameworks, defining process standards, policies, and procedures to ensure consistency, compliance, and alignment across regions or departments.

+ Ensure process documentation is comprehensive and accessible; review and approve standard operating procedures (SOPs), work instructions, and training materials.

+ Lead process improvement initiatives, encouraging innovation, automation, digitization, and standardization to enhance operational effectiveness, including efficiency gains across Order-to-Cash related workflows.

+ Support organizational change management efforts related to process improvements; communicate changes effectively, manage resistance, and provide training, guidance, and resources for smooth adoption.

+ Identify and manage risks associated with processes, ensuring compliance with regulations, industry standards, and internal policies; implement controls and conduct periodic audits.

+ Collaborate with IT teams to leverage technology solutions that enhance process efficiency, including automation and digital tools that impact the end-to-end customer experience. identify technology needs, evaluate and select appropriate tools, and oversee the implementation and integration of technology solutions into the process.

+ Build and maintain relationships with external partners, vendors, and service providers to ensure service quality and performance standards are met.

+ Serve as a key contributor in company-wide projects or initiatives supporting growth strategy and business priorities, particularly those impacting customer experience and order-to-cash efficiency.

DESIRED MINIMUM QUALIFICATIONS

Education:

+ Bachelor's degree in a relevant field such as Business Administration, Management, Finance, or a related discipline.

Experience:

+ 12+ years of extensive experience in Customer Service or a related field.

+ 10+ years of experience leading teams.

+ 1-3 years of experience managing the delivery of services in an outsourcing relationship.

+ Proven track record of process ownership, process improvement, and driving operational excellence.

+ Strong ability to work across multiple functions or departments to streamline processes, standardize practices, and enhance operational efficiency; experienced in collaborating with stakeholders from diverse areas and aligning process objectives with organizational goals.

+ Experience leading large-scale process transformation initiatives, including managing change, influencing stakeholders, and addressing resistance to change effectively.

+ Strong analytical and problem-solving skills to identify process bottlenecks, analyze data, and make informed decisions to optimize processes and improve efficiency.

+ Excellent communication and interpersonal skills, with the ability to articulate process objectives, drive alignment, and influence stakeholders at all levels.

+ This role is hybrid, requiring three days onsite in Princeton, NJ, and two days remote.

+ Up to 30% travel may be required, including international travel.

ADDITIONAL INFORMATION:

This is a hybrid role, and the ideal candidate will be based out of Princeton, NJ. The hybrid schedule requires in-office presence on Tuesdays, Wednesdays, and Thursdays, with the option to work remotely on Mondays and Fridays.

Salary Pay Range:

$166,750.00 - $228,850.00 USD Salary

Our salary ranges are determined by role, level, and location. Individual pay is determined by several factors including job-related skills, experience, and relevant education or training **.** In addition to base pay, employees may be eligible for bonus, commission, equity or other variable compensation **.** Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance, and savings plan (401(k)).

Subject to the terms of their respective policies and date of hire, Employees are eligible for the following https://jobs.integralife.com/total-rewards/

Integra LifeSciences is an equal opportunity employer, and is committed to providing equal employment opportunities to all qualified applicants and employees regardless of race, marital status, color, religion, sex, age, national origin, sexual orientation, physical or mental disability, or protected veteran status.

This site is governed solely by applicable U.S. laws and governmental regulations. If you'd like more information on your rights under the law, please see the following notices:

EEO Is the Law (https://www.eeoc.gov) | EOE including Disability/Protected Veterans (https://www.eeoc.gov/eeoc/publications/ada\_veterans\_employers.cfm)

Integra LifeSciences is committed to provide qualified applicants and employees who are disabled veterans or individuals with disabilities with needed reasonable accommodations in accordance with the ADA (https://www.eeoc.gov/eeoc/publications/fs-ada.cfm) . If you have difficulty using our online system due to a disability and need an accommodation, please email us at [email protected].

Unsolicited Agency Submission

Integra LifeSciences does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. A formal written agreement is required before engaging any agency, and it must be executed and authorized by the Vice President, Talent Acquisition. Where agency agreements are in place, introductions (the initial sharing of a candidate's name, resume, or background) are position-specific and may only occur within the scope of that approved agreement. Please, no phone calls or emails.

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