Director, Customer Support

Management
More than 9 years
Other
22 Dec 2022

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB). 

 

At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management. 

 

From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.

 

 

 

The Director, Customer Support serves as a trusted advisor for senior leadership on key business and operational activities primarily related to how we improve our overall support experience.  Responsible for the people, process and tools that deliver alignment with our financial and service level objectives as well as customer service excellence.

 

This is a remote position and it can be based anywhere in the United States 

 

Job Duties & Accountabilities: 

 

  • Lead and develop a team of operational leaders, helping them achieve their objectives across different functional areas, providing support and removing barriers
  • Recruits, Interviews, hires and develops supervisory staff.  Handles performance results- celebrating successes and as well handling performance issues.
  • Participate and contribute to the development of business plans that align with customer obligations, financial responsibilities and operational objectives
  • Implement programs that will provide resource optimization in the areas of financial performance, customer satisfaction and employee development
  • Routinely provide forecasts of revenues and expenses, team utilization and resource management to ensure appropriate staffing levels
  • Implement business plans, compare performance to plan and take actions to ensure objectives are met.
  • Initiate and implement continuous process improvement strategies to ensure customer responsiveness, success and satisfaction
  • Formulate and implement programs and train and develop support personnel in an on-going and continuous manner.
  • Communicate effectively and partner with cross-functional leadership on core operations updates.

 

Education:

 

  • Bachelor’s degree or equivalent, Master’s degree preferred.

 

Experience:

 

  • Minimum 10 years in progressively responsible customer facing leadership positions.
  • Leadership and strategic planning, preferably in a Healthcare IT environment.
  • Business plan creation, goal setting and the ability to drive execution of strategic goals.
  • Profit and loss management capabilities.

 

Specific Skills: 

 

  • Mastery of motivational techniques, team building and people skills to lead complex organizational change.   Customer operations domain experience with 10+ years of experience managing large-scale operations.
  • Strong understanding of customer support processes, operations management and best practices.
  • Demonstrated analytical and financial management skills.  Knows how to leverage data to tell a story and conduct root cause analysis.
  • People management experience, including managing and developing leaders.
  • Strategic thinker with a proven track record of scaling innovative customer experience operations, driving continuous improvement and leveraging voice of customer insights.
  • Articulate verbal and written communicator, with ability to maintain composure in a high-stakes/high-stress environment.
  • Travel as needed (aprox 30%) and must be available to handle issues that get escalated during off hours

 

 

 

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and  committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment application process, please contact [email protected].

 

At Agfa HealthCare, we are passionate about creating an inclusive workplace that promotes diversity of Age, Gender, Gender Identity or expression, Race, Sexual Orientation, Physical Ability, Ethnicity, or any other aspect that makes someone unique. The differences among us are our strengths. We are committed to promoting a diverse, equal and inclusive workplace that fully represents the different cultures, viewpoints and backgrounds of our global organization and the world we live in.

Learn more about Agfa HealthCare and follow us on Instagram.


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