Sr. Director, Customer Service

About the role

The Sr. Director, Customer Service leads Americas Customer Operations, translating global strategy into regional execution across the United States, Canada and Latin America. This senior leader is accountable for service outcomes, operational efficiency, budget, workforce performance and partnership with commercial, supply chain, finance, quality, technology and enterprise service functions.

Key responsibilities

• Own the Americas customer operations experience, build trusted partnerships with regional leaders, and protect customer satisfaction during transformation and supply constraints.
• Account for service quality, responsiveness, productivity and cost‑to‑serve; establish regional KPIs, operating reviews and risk escalation processes.
• Lead completion and adoption of the Q2C transformation, ensuring global process standards, data quality and platform governance across markets.
• Scale digital, data and AI capabilities such as Jarvis Agent Assist, automated quality and advanced routing to drive proactive, insight‑led service.
• Develop a high‑performing, diverse leadership team, foster succession depth and embed a culture of continuous learning.

Required profile

• Bachelor’s Degree.
• Fluent reading, writing and communication in English.
• Minimum 12 years of relevant experience.
• At least 8 years of demonstrated leadership experience.

What we offer

• Comprehensive health, life and retirement benefits.
• Flexible time off for exempt associates and PTO for hourly associates.
• Opportunities for growth and development within a global medical‑device company.