Supervisor, Clinical Product Specialist

Position Overview

As a key member of the Omnipod Customer Care team, the Clinical Product Specialist Supervisor (CPSS) will supervise the day-to-day operations of the Omnipod Clinical Product Support (CPS) Team in the International region. The role involves coaching and supporting the CPS Team, handling administrative tasks, and resolving escalated customer contacts with a focus on continuous improvement of service delivery.

The CPS team provides expert guidance and handles escalations via phone, virtual platforms, and email to ensure seamless onboarding, effective troubleshooting, and customer retention across the Omnipod product portfolio.

Responsibilities

• Achieve KPI targets for the CPS team, including activity and customer satisfaction scores.
• Provide coaching and feedback to ensure high-quality responses to escalations, with documented progress.
• Collaborate with internal teams such as Customer Care, Field Teams, Tier4, CPS US, and Medical Affairs for aligned training and responses.
• Participate in recruitment, training, and onboarding of new CPS team members.
• Ensure compliance with Regulatory, Quality, and accreditation standards.
• Support clinical escalation calls to ensure first call resolution and minimize repeat complaints.
• Assist new Omnipod customers requiring additional training and support.
• Engage in Voice of the Customer initiatives to address negative feedback or support requests.
• Handle escalations and support third-party distributors internationally.
• Navigate complex customer interactions using clinical knowledge, promoting insulin pump therapy benefits and operation explanations.
• Review and educate on diabetes data reports to assist customers and healthcare professionals.
• Collaborate with Learning and Development for content creation and upskilling initiatives.
• Utilize data management platforms to validate complaints and communicate findings to relevant teams.
• Support customer retention through proactive outreach based on data insights.
• Follow standardized workflows, document interactions in CRM, and meet service levels.
• Maintain GDPR and other regulatory compliance.
• Perform administrative duties promptly.

Accountabilities

• Manage the CPS team to meet goals.
• Prioritize workload based on customer needs.

Key Decision Rights

• Recruitment of CPS team members.

Skills and Competencies

• Self-starter with minimal supervision and adaptability.
• Strong leadership and people development skills.
• Team-oriented with accountability for performance.
• Knowledge of diabetes and experience supporting PWD preferred.
• Experience with virtual/phone clinical support or similar environments.
• Excellent communication skills, both oral and written.
• Proficiency with computers, Microsoft Suite, and Salesforce.
• Additional language skills (German, Dutch, French) desired.

Physical Requirements

• Sitting and standing in an office environment.
• Manual dexterity for using a calculator and keyboard.
• Remote work setup with security requirements.
• Occasional travel for meetings.

Education and Experience

• Bachelor\’s degree or equivalent.
• Experience in training or managing insulin pump patients preferred.
• Supervisory experience preferred.
• Proficiency with virtual communication tools, mainly MS Teams.
• Relevant certifications (e.g., Certified Diabetes Specialist Nurse, Diabetes Educator, RN) preferred.
• Maintain licensure as required.
• Experience communicating with diverse audiences.

Note: This position is eligible for 100% remote work or hybrid arrangements.

Insulet Corporation is dedicated to improving lives through innovative medical devices. Visit insulet.com and omnipod.com for more information.

We seek motivated individuals guided by shared values who aim to exceed customer expectations. Join us!

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