Senior Manager of Customer Service (Durham, NC/US Surgical)

Are you ready to work for a more active world? At Bioventus, our business depends on developing our people. We invest in you and challenge you to be the best. We value our colleagues for their different perspectives and individual contributions, and our leaders listen. Our success rests on working together to achieve shared goals and rewards. Join a diverse team of global colleagues driven to help patients resume and enjoy active lives. The Durham, NC-based Sr. Manager of Customer Service manages and oversees all aspects of the company’s customer service policies, objectives and initiatives for the Surgical US business. What you'll be doing Oversees the company’s customer service policies, objectives and initiatives for the US surgical business to ensure all aspects of order processing to customer receipt, including call center services, product servicing & support, technical support, complaint logging and order exception management. Order processing (SAP). Develops service level standards focused on response times and issue resolution, ensuring systems capture and report service metrics, customer feedback, and product or service issue trends. Establishes policies and procedures that produce high quality customer service delivery and reflect industry best practices, monitoring job requirements and identifying opportunities to resolve process/service issues, analyzing data to determine root causes and implement corrective actions. Aligns customer service activities with the company’s strategic imperatives, develops and manages the budget for the function and controls costs through departmental spending and process efficiency improvements. Interacts with customer service counterparts in international businesses, provides best practice support, builds strong business partnerships with Finance, Reimbursement Services, Manufacturing, Distribution (including 3PL), Sales and other functions, and leads cross‑functional teams in developing new or improved processes. Maintains and administers the Disaster Recovery Program to ensure ongoing operations of customer‑facing operations. Holds oneself and others accountable to conduct business in compliance with Bioventus’ Code of Compliance & Ethics, policies, procedures and internal controls. Attracts, develops and retains talent, aligning focus with functional and company goals, providing continuous feedback and coaching using talent and performance management tools. Other duties as assigned. What you’ll bring to the table Bachelor’s degree in business, marketing, or a related healthcare field or other discipline. Mastery of SAP ERP—or a similar sales‑tracking system—and Excel. Proficient in MS Office products (Word, PowerPoint, Outlook). Five years’ experience in a customer support role with at least five years of people‑leadership experience in a customer service or support role. Are you the top talent we are looking for? Apply now! Hit the “Apply” button to send us your resume and cover letter. Bioventus is committed to fostering an inclusive and diverse community of employees with a strong sense of belonging. We believe we are bettered by all forms of diversity and take pride in working with top talent from every walk of life. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, disability, gender, veteran status, gender expression, gender identity, nationality, race, religion or sexual orientation. All individuals, regardless of personal characteristics, are encouraged to apply. #J-18808-Ljbffr Bioventus