Global Customer Service Director, Nice

Would you like to contribute to improving the quality of life of people with hearing loss? At Oticon Medical, we develop, produce and market bone-anchored hearing systems. At our site ITSA Medical in Vallauris (Sophia Antipolis), in the south of France, we specialize in the production of active implantable class III implants and soon also worldwide distribution of the company’s full product portfolio.

Global Customer Service Director We are looking to lead the structuring and oversight of our Customer Service function on a global scale. As Oticon Medical embarks on its journey as a standalone business, you will take the helm of an international team spread across 6 regions, with the mission of building, standardizing, and scaling a high-performing, consistent service model that remains responsive to local market needs. You will work closely with Sales and Operations to ensure seamless commercial execution, drive the rollout of new systems and processes, and place service excellence at the heart of our growth, for the benefit of our field teams, clinicians, and patients.

Responsibilities Team Leadership&Development

Recruit, build and develop the customer service team, with ownership of performance, efficiency and professional growth

Lead, motivate and coach the global customer service team in conjunction with regional sales, creating a consistent cadence of support across distances and cultures

Global Team Structure

Oversee the integration of local teams into a globally reaching, regionally based team with a streamlined and consistent approach

Work closely with Regional and local Sales Teams, Marketing, Operations and the VP Global Sales to ensure effective support for all stakeholders— the salesforce, clinicians and patients

Process&Standards

Develop new SOPs, continuously assess and improve service procedures, policies and standards, and drive the rollout of training on new infrastructure and processes

Take ownership of issues and required developments, seeing them through to resolution

Customer Experience&Growth

Improve the customer service experience, create engaged customers and facilitate organic growth

Develop a thorough understanding of Oticon Medical's products, customers and patients, keeping ahead of industry developments and applying best practices

Additional Responsibilities

Perform all other duties and special projects as assigned by the VP Sales&Marketing

Qualifications Education&Experience

Bachelor’s degree in Business, Health, or Communications preferred

Minimum 5 years of managerial experience in a busy customer service or operational environment

Previous experience in the healthcare/medical field preferred

Leadership&Team Development

Proven experience building teams from the ground up, on an international or multi-site scale

Strong coaching, training and mentoring skills, with the ability to motivate and develop a diverse team

Experience operating in a matrix organization across regions and cultures

Transformation&Cross-functional Collaboration

Demonstrated experience leading transformation, change, or operating model transitions

Track record of working closely with commercial organizations (Sales, Marketing, Operations)

Skills&Competencies

Strong multilingual capabilities - English&French required, additional European languages appreciated

Detail-oriented with superb organizational skills

Persistent, decisive, resourceful and customer-focused, with the ability to self-motivate

Strong commitment to high ethical and professional standards, managing all relationships with integrity and dedication

Willingness and ability to travel on a regular basis

Additional Information

Permanent Contract

Full Time Job

Salary Range [60K-80K] (open to discussion depending on experience and profile)

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