Sales Support Supervisor, US Customer Care

Sales Support Supervisor, US Customer Care

Work mode: Hybrid Onsite Location(s): Quincy, MA, US, 02171 Additional Location(s): N/A Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance At Boston Scientific, we'll give you the opportunity to harness all that's within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we'll help you in advancing your skills and career. Here, you'll be supported in progressing – whatever your ambitions.

About the role: Boston Scientific was recognized as a Glassdoor Best Place to Work in 2026, ranking No. 15 on the Top 100 list, reflecting the culture our employees experience every day. Join a team at the center of transformation within Customer Care, where this Sales Support Supervisor role enhances how Sales Support delivers value across multiple business segments. You will partner closely with commercial teams to streamline workflows, remove barriers and elevate the experience for both customers and sales partners. This role is ideal for a leader who thrives in dynamic environments and is eager to grow with the business, evolving into broader, value-added opportunities as Boston Scientific continues to transform how we work. As a key leader within U.S. Customer Care, you will directly influence service excellence, operational performance and employee development while helping shape the future of Sales Support. You will lead a high-performing team through ongoing transformation initiatives, champion digital innovation and drive meaningful improvements that positively impact customers, commercial partners and business results.

Work model, sponsorship, relocation: At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our local office at least three days per week. Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time. Relocation assistance is not available for this position at this time. Location: Quincy, Massachusetts

Your responsibilities will include: Lead and develop a Sales Support team, providing direction, coaching and performance management to achieve service, quality and operational objectives. Drive workload prioritization, resource allocation and service-level performance to ensure timely and accurate support for customers and commercial partners. Analyze operational metrics, trends and performance data to identify opportunities for process improvements, productivity gains and enhanced customer experiences. Lead the resolution of complex customer issues and escalations related to product information, order management, delivery inquiries and backorders. Partner with Sales, Operations, Supply Chain, Finance and other cross-functional teams to resolve business issues and ensure seamless execution of customer support processes. Champion continuous improvement initiatives, including the adoption of AI-enabled tools, automation and digital capabilities that improve efficiency and service delivery. Support organizational transformation efforts by leading change initiatives, communicating priorities and fostering a culture of adaptability and accountability. Serve as a trusted leader and back-up to the Customer Service Manager, supporting strategic projects, employee relations matters and business continuity needs.

Qualifications: Required qualifications: Minimum of 4 years' experience leading customer service, sales support or related service teams. Experience managing team performance, workload distribution and service-level objectives in a customer-facing environment. Experience resolving customer escalations and partnering with cross-functional teams to address operational issues. Proficiency with Microsoft Office applications, including Excel, Word and PowerPoint. Ability to travel up to 10%. Preferred qualifications: Bachelor's degree preferred. Previous SAP order management experience. Previous Salesforce experience. Experience within the medical device, healthcare or other regulated industry. Experience leading teams through process improvements, operational changes or transformation initiatives. Experience supporting the adoption of digital tools, automation solutions or AI-enabled technologies.