Director, Consumer Advising & Support

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The Director, Consumer Advising & Support is responsible for setting the strategic direction and delivering operational excellence across the Consumer Advising and Consumer Support functions. This leader is accountable for connecting insights across teams, translating strategy into execution, and driving continuous improvement in the consumer experience. Success requires strong business acumen, the ability to think strategically, and a proactive approach to influencing stakeholders across the organization.

Talent Development

• Build and develop a high-performing leadership team across Consumer Advising and Support
• Foster a culture of accountability, collaboration, and continuous learning
• Identify capability gaps and implement development strategies to strengthen organizational performance
• Lead through influence, visibility, and a strong leadership presence; displays strong ownership of employee engagement and turnover metrics

Strategic Leadership & Execution

• Provide leadership oversight for Consumer Advising, responsible for providing education and support to our end users and Consumer Support, responsible for consumer inquiries, complaints, and e-commerce support
• Define and execute the strategic roadmap for Consumer Advising and Consumer Support partnering closely with Marketing and Field Sales teams to ensure alignment with broader business objectives
• Identify opportunities to optimize processes, enhance consumer experience, and scale operations efficiently
• Oversee day-to-day operations of a large-scale contact center environment, ensuring service levels, productivity, and quality targets are met
• Drive data-informed decision-making through reporting, analytics, and performance metrics
• Implement continuous improvement initiatives focused on efficiency, quality, and customer satisfaction
• Oversee resolution of complex and escalated consumer issues while maintaining a focus on loyalty, retention, and experience

Operational Excellence

• Oversee day-to-day operations of a large-scale contact center environment, ensuring service levels, productivity, and quality targets are met
• Drive data-informed decision-making through reporting, analytics, and performance metrics
• Lead capacity planning, workforce optimization, and resource allocation across functions
• Implement continuous improvement initiatives focused on efficiency, quality, and customer satisfaction
• Oversee resolution of complex and escalated consumer issues while maintaining a focus on loyalty, retention, and experience
• Owns and manages departmental operating budgets, ensuring effective resource allocation, cost optimization, and alignment with organizational priorities

Cross Functional Leadership

• Act as the primary point of contact for field sales leadership on the execution of the Care program.
• Partners closely with Legal, Compliance, & Data Privacy to proactively mitigate risk and address evolving requirements. Responsible for adherence to all regulatory requirements, company policies, and industry standards as well as educating key stakeholders on program requirements.
• Act as a strategic partner by aligning on priorities while influencing and challenging requests that may introduce operational risk, inefficiencies, or compliance concerns.
• Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Med Tech Code of Conduct, and company policies.
• Other job duties as assigned

• Bachelor’s degree in a related field
• 7+ years of progressive leadership experience in customer-facing operations (contact center, patient support programs, or similar)
• Proven experience leading leaders…