Senior Manager Customer Care Operations

GROW WITH US:
Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME:
Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology — an advanced predictive algorithm that automates insulin delivery. But we’re so much more than that. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with type 1 diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause.

Learn more A DAY IN THE LIFE:

As Senior Manager, Customer Care Operations, you'll provide strategic leadership across international customer care operations, driving service excellence, operational performance, and customer satisfaction across multiple  this role, you will:

Lead the overall International Customer Care Operations strategy, ensuring consistent delivery of outstanding customer experiences across all markets.

Build and develop scalable customer service and support capabilities that support business growth and evolving customer needs.

Lead and inspire teams responsible for customer service, order management support, country lead coordination, business systems, renewals, analytics, and continuous improvement.

Partner closely with Commercial, Operations, Supply Chain, IT, Quality, Regulatory, Finance, and Country teams to deliver seamless customer experiences.

Establish and monitor customer experience metrics and performance dashboards, including service levels, customer satisfaction, NPS, complaint trends, first-contact resolution, response times, and operational efficiency indicators.

Drive continuous improvement initiatives using Lean principles and data-driven insights to optimise processes and enhance customer outcomes.

Lead governance and optimisation of customer service procedures across regions, ensuring compliance, consistency, and operational effectiveness.

Define service standards across phone, email, digital, and other customer support channels to ensure high-quality, timely customer interactions.

Develop and implement customer operations strategies that support recurring deliveries, renewals, contract fulfilment, and long-term service continuity.

Build strong partnerships with Commercial and Finance teams to ensure operational activities are customer-centric, financially sound, and aligned to business objectives.

Champion Voice of the Customer initiatives by analysing customer feedback, complaints, survey results, frontline insights, and operational trends to identify improvement opportunities.

Lead root-cause analysis efforts for recurring customer issues and implement sustainable corrective actions.

Drive customer journey improvement initiatives in partnership with Country Leads and regional stakeholders.

Own business processes supporting CRM, ERP, Genesys, and other customer support platforms, partnering with IT teams to deliver automation and system enhancements.

Provide strategic oversight of Customer Care Training to ensure operational readiness, standardised processes, knowledge management, and quality monitoring.

Support successful product launches by ensuring customer care teams are prepared through effective training, planning, documentation, staffing, and systems readiness.

Develop executive-level reporting and analytics that provide actionable insights into customer interactions, operational performance, and service effectiveness.

Lead customer renewal programmes across eligible markets, working closely with Country Managers and Commercial teams to maximise customer retention and long-term success.

Establish accountability for end-to-end customer lifecycle execution, ensuring fulfilment commitments, shipment continuity, renewals, and service delivery are…