Senior Manager Customer Care Operations (MedTech)

Location: Remote, based in the UK or Switzerland; international travel of up to 25% is required, including travel to the customer centre in Porto.

Company

hirify.global is a MedTech company developing and supporting insulin delivery products, including the Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology.

What you will do

• Lead the international Customer Care Operations strategy across multiple markets and build scalable customer service and support capabilities.
• Lead teams covering customer service, order management, country coordination, business systems, renewals, analytics, and continuous improvement.
• Define service standards and monitor service levels, customer satisfaction, NPS, complaint trends, first-contact resolution, response times, and operational efficiency.
• Drive Lean and data-driven process improvement, root-cause analysis, corrective actions, and customer journey optimisation.
• Own processes supporting Salesforce CRM, ERP, Genesys, and other customer support platforms, partnering with IT on automation and system enhancements.
• Oversee training, quality monitoring, product-launch readiness, executive reporting, renewal programmes, fulfilment, shipment continuity, and end-to-end customer lifecycle execution.

Requirements

• Bachelor’s degree or equivalent education and relevant experience.
• Significant experience leading customer-facing operations in a highly regulated industry.
• Experience managing customer service, sales support, order processing, technical support, or contact centre functions.
• Proven success leading large-scale operational improvements, service transformation initiatives, and cross-functional programmes.
• Knowledge of customer service operations, workforce management, quality monitoring, performance metrics, vendor management, Salesforce CRM, contact centre technologies, cloud telephony, ERP systems, and support platforms.
• Fluency in English is required. International travel of up to 25% is required.

Nice to have

• Healthcare, medical device, or other regulated-environment experience.
• Experience managing third-party customer service vendors or BPO partners.
• Experience supporting complaint handling and quality recordkeeping.
• Additional language skills.

Culture & Benefits

• Opportunity to influence customer care strategy and drive change across international markets.
• Collaborative work with colleagues across multiple functions and regions.
• Exposure to healthcare technology and innovative customer solutions.
• Autonomy to lead transformational initiatives and deliver measurable business impact.
• Opportunity to develop teams and build operational capabilities in a growing MedTech organisation.