Integra LifeSciences · 1 day ago
Director, Customer Service
US-NJ-Princeton-100-Headquarters
Full-time
Hybrid
Director/Executive
$167K/yr - $229K/yr
12+ years expIntegra LifeSciences is a company focused on creating change and shaping the future of healthcare. They are seeking a Director of Customer Service to lead a team and manage contact center operations, ensuring performance and process optimization while collaborating with various stakeholders.
BiotechnologyHealth CareLife ScienceMedicalMedical Device
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
Qualification
Required
Bachelor's degree in a relevant field such as Business Administration, Management, Finance, or a related discipline
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
Benefits
Medical
Dental
Vision
Life insurance
Short- and long-term disability
Business accident insurance
Group legal insurance
Savings plan (401(k))
Company
Integra LifeSciences
Integra LifeSciences is an integrated medical device company.
1001-5000 employees
H1B Sponsorship
Integra LifeSciences has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (5)
2023 (4)
2022 (7)
2021 (5)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
$350M2018-05-15Post Ipo Equity· $350M
1995-08-25IPO
Leadership Team
Mojdeh Poul
Chief Executive Officer
Lea Knight
EVP and Chief Financial Officer
Recent News
Integra LifeSciences Holdings Corporation
2025-12-02
Company data provided by crunchbase