某外资医疗器械公司
customer service lead
医疗器械及设备
销售与市场
上海
10年以上
本科
面议
职位描述
- Service Operations System & Quality Management
Build and optimize a standardized customer service management system (SOPs, KPIs, SLAs) covering the entire patient's lifecycle. Lead the digital transformation of service platforms to ensure high-quality, consistent support for patients, caregivers, and channel partners.
- Data-Driven Insights & Team Leadership
Leverage CRM and service data to analyze customer behavior, improve retention rates, and drive cross-functional projects. Lead and mentor a high-performing team across customer service and operations functions.
职位要求
- Experience : 10+ years of leadership experience in Customer Service Operations, Retail Management, or Commercial Operations within the Medical Device or Healthcare industry.
- Industry Expertise : Proven track record in managing complex business models including B2B, B2C/DTC, and B2B2C. Deep understanding of the sleep health or chronic disease management landscape.
- Operational Excellence : Strong capability in building service systems, process optimization and management. Experience in digitalizing service workflows is highly preferred.
- Leadership & Education : Bachelor’s degree or above. Exceptional ability to navigate matrix organizations.
