Customer Service Delivery Manager

The name Sotera Health was inspired by Soteria, the Greek goddess of safety, and reflects the Company’s unwavering commitment to its mission, Safeguarding Global Health®.

Sotera Health Company is a leading global provider of mission-critical sterilization and lab testing and advisory services for the healthcare industry. With a combined tenure across our businesses of nearly 200 years and our industry recognized scientific and technological expertise, we help to ensure the safety of millions of patients and healthcare practitioners around the world every year.

Across our 64 facilities worldwide, we have over 3,000 employees who are dedicated to safety and quality. We are a trusted partner to more than 5,800 customers in over 50 countries, including more than 40 of the top 50 medical device companies and 9 of the top 10 pharmaceutical companies.

Reporting to the Customer Service Director, the Customer Service Delivery Manager is dedicated to championing the customer experience by remotely overseeing all customer service activities performed by the local customer service teams. This role is focused on ensuring that every customer interaction is positive and solutions-oriented, with a commitment to understanding and exceeding customer needs. Responsibilities include hands-on oversight of daily customer service operations, proactively maintaining and enhancing customer satisfaction, and developing and supporting high-performing teams.

Duties and Responsibilities

Team Leadership:

• Act as the primary subject-matter liaison for customer service teams, handling inquiries, resolving concerns, and maintaining high levels of satisfaction with our customers.
• Mentor, train, and motivate existing and new customer service team members on both new and established workflows to maintain efficient and effective operational practices.

Customer Service Relationship Management:

• Serve as the subject matter expert, overseeing and executing routine onboarding processes for all new customers within the designated region with cross-functional teams to ensure a successful onboarding.
• Manage the development and execution of customer communication content templates of customer communications including and not limited to planned or unplanned service interruptions.
• Acts as the primary point of contact for customer service concerns for the customers within the region and our commercial operation and sales teams.
• Owns the close loop process for the CSAT responses with the customer and local site.
• Responsible for training customers on digital tools including Open Doc, GPS, and any digital systems utilized

Service Operations Oversight:

• Lead the daily customer service activities, guaranteeing timely execution, adherence to quality standards, and resolving any issues that fall short of target objectives. Responsibilities include, but are not limited to, digital tools adoption, routine processing, PO management, and CSAT KPIs.

Process Improvement:

• Identify and pursue opportunities to enhance service efficiency, reliability, and quality. Lead initiatives aimed at optimizing workflows and elevating customer satisfaction.

Experience and Skills Required

• Bachelor’s degree in business administration, healthcare management, or a related field (preferred).
• Proven experience in service delivery, operations, or management within a sterilization or healthcare environment.
• Experience with or ability to mentor remote team members
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Knowledge of sterilization processes, safety protocols, and regulatory standards.
• Excellent analytical and problem-solving skills.
• Ability to work under pressure and manage multiple priorities effectively.

Pay & Benefits

Salary Range $80,000 to $128,000 based on experience

Sotera Health offers a competitive benefits package that includes:

• Medical, Rx, Dental, Vision, Disability, Life Insurance, Health Savings and Flexible Spending Accounts
• 401(k) program with Company match that immediately vests
• Paid holidays, vacation and sick time
• Free financial planning assistance
• Paid parental leave
• Education assistance
• Voluntary benefits including Critical…