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Senior Manager, Customer Service

About us: Lucira Health is a startup striving to transform the way infectious diseases are diagnosed. Lucira Health is the first at-home COVID test authorized by the FDA. Our technology is a single-use, user-friendly COVID test kit that can produce a positive or negative result at home within 30 minutes. This technology bypasses centralized medical lab testing and streamlines patient care. Our current areas of focus include COVID and influenza.


Position Summary:

As Sr. Manager of the Customer Service Team, you will provide front line support to our customer’s concerns with our Customer Support Team and manage our commercial order processing with our Order Processing Team. Your responsibilities will range from day-to-day customer inquiries to driving SOX compliance to promoting scalable support solutions.


Core Job Responsibilities:

Included but not limited to:

  • Lead a work-from-home and/or premises-based staff by developing, overseeing, and coaching of phone, email, and chat service team standards
  • Oversee daily operations of the order management and customer support functions
  • Develop, evaluate and update procedures and processes to ensure regulatory and SOX compliance for, customer master, manual orders and Rx NPI validation
  • Support review and develop of critical documentation for standard operating procedures
  • Oversee the relationship of our BPO support team communication/call quality program
  • Collaborate with Sales, Sales Operations, Logistics on daily allocation plan
  • Oversee order entry and new customer set up process
  • Gather and analyze a variety of data points and pare information down to the most important insights for the business
  • Develop and distribute reports to internal and external management as necessary
  • Develop and maintain metrics to monitor team’s performance and effectiveness
  • Identify opportunities for process improvement with a focus on cross-functional efficiencies
  • Define department tool and resource requirements and drive development of needed enhancements and functionality
  • Lead cross-functional projects with key partnerships including sales, marketing, finance, accounting, and IT.
  • Assist in identifying and driving department quarterly and annual goals
  • Manage bi-annual performance evaluations and merit review and quarterly performance job dialogues
  • Interview and hire key departmental personnel and provide input on other perspective candidates
  • Establish training and onboarding of new hires including a 30/60/90-day plan.
  • Maintain timely status of training records, review training program and ensure curriculum is current and relative to business
  • Develop, grow, and maintain a positive employee experience by increasing employee capabilities, job satisfaction, and accountability while ensuring that we uphold our standard processes and exceed the expectations of our customers.

Requirements:

  • Bachelor’s degree is highly preferred with a minimum of 2-3 yrs. in supporting a technical customer support and Order Processing Center. Min of 5-7 yrs. as a manager/leader
  • Operational/Technical Experience in the medical device industry
  • Deep understanding of regulatory and financial compliance related to customer complaint handling and order to cash
  • Fluent with document control processes as it relates to SOP/DOP/Product Narratives
  • Demonstrated ability to measure and trend case/ticket lifecycles
  • Demonstrated strategic leadership experience, while also being able and willing to dig in on a tactical basis as needed to accomplish the goals
  • Deep technical experience in working with computers, phones and business systems to support the department. (Zendesk, NetSuite and Salesforce) knowledge a plus.
  • Ability to simplify highly complex issues for a non-technical audience
  • Proven effectiveness at delivering impactful presentations to a variety of audiences
  • Strong professional communicator, high level of integrity, demonstrated ability to lead people and gain results
  • Experience in effectively delivering change within a customer-focused organization.
  • A self-starter, critical thinker, problem solver
  • Inspirational and creative leader with a passion for great customer experiences

Lucira Health is an Equal Opportunity Employer:

Individuals seeking employment at Lucira Health are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.


Job Category: Customer Service
Job Type: Full Time
Job Location: 1412 62nd St. Emeryville CA 94608

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