Director, Consumer Advising & Support

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padding-top: 489px; padding-left: inherit; padding-bottom: 50px; } div.joqReqDescription strong{ font-size: 14px; } div.joqReqDescription p{ padding-left:0px; width: 892px; } div.joqReqDescription div.image-box { width: 900px; text-align: center; display: block; top: 0px; left: 5px; position: absolute; height: 150px; } div.joqReqDescription div.header-box { position: absolute; top: 389px; display: block; font-family: arial !important; font-size: 30px; font-weight: bold; width: 883px; left: 5px; height: 72px; padding-left: 17px; padding-top: 15px; } 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.Major Areas of AccountabilityTalent Development Build and develop a high-performing leadership team across Consumer Advising and SupportFoster a culture of accountability, collaboration, and continuous learningIdentify capability gaps and implement development strategies to strengthen organizational performanceLead through influence, visibility, and a strong leadership presence; displays strong ownership of employee engagement and turnover metricsStrategic Leadership & ExecutionProvide 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 supportDefine 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 objectivesIdentify opportunities to optimize processes, enhance consumer experience, and scale operations efficientlyOversee day-to-day operations of a large-scale contact center environment, ensuring service levels, productivity, and quality targets are metDrive data-informed decision-making through reporting, analytics, and performance metricsImplement continuous improvement initiatives focused on efficiency, quality, and customer satisfactionOversee resolution of complex and escalated consumer issues while maintaining a focus on loyalty, retention, and experienceOperational ExcellenceOversee day-to-day operations of a large-scale contact center environment, ensuring service levels, productivity, and quality targets are metDrive data-informed decision-making through reporting, analytics, and performance metricsLead capacity planning, workforce optimization, and resource allocation across functionsImplement continuous improvement initiatives focused on efficiency, quality, and customer satisfactionOversee resolution of complex and escalated consumer issues while maintaining a focus on loyalty, retention, and experienceOwns and manages departmental operating budgets, ensuring effective resource allocation, cost optimization, and alignment with organizational prioritiesCross Functional LeadershipAct 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 MedTech Code of Conduct, and company policies.Other job duties as assignedBasic QualificationsBachelor’s degree in a related field7+ years of progressive leadership experience in customer-facing operations (contact center, patient support programs, or similar)Proven experience leading leaders and managing multifunctional teamsDemonstrated success in driving operational strategy and execution in a regulated environmentStrategic thinker with the ability to connect dots across functions and anticipate downstream impacts Strong executive presence with the ability to influence, challenge, and align stakeholders Excellent communication and relationship-building skills Ability to balance short-term execution with long-term strategyAbility to travel up to 20%Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.Preferred QualificationsMBA or advanced degreeExperience working closely with large field sales organizationsExperience with CRM, contact center technologies, and digital/e-commerce supportAt Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services. Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.Community and Culture: A supportive work environment where everyone feels valued, and has a sense of belonging. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.Competitive Compensation: The compensation range for this position is $150,000 - $190,000. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.div.joqReqDescription { } Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16,000 people and with products available in more than 143 countries, we are one of the worlds leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.Visit us onColoplast.com.Watch the film.Follow us onLinkedIn.Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.Coloplast is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.62021#LI-CO #LI-HYBRID