Senior Manager Customer Care Operations

GROW WITH US: Tandem Diabetes Care creates new possibilities for people living with diabetes, their loved ones, and their healthcare providers through a positively different experience. We’d love for you to team up with us to “innovate every day,” put “people first,” and take the “no-shortcuts” approach that has propelled us to become a leader in the diabetes technology industry.

STAY AWESOME: Tandem Diabetes Care is proud to manufacture and sell the Tandem Mobi system and t:slim X2 insulin pump with Control-IQ+ technology — an advanced predictive algorithm that automates insulin delivery. Our company’s human-centered approach to design, development, and support delivers innovative products and services for people who use insulin. Because many of our own team members live with type 1 diabetes, or have a loved one impacted by diabetes, the work is personal, and we are committed to the cause.

A DAY IN THE LIFE: As Senior Manager, Customer Care Operations, you'll provide strategic leadership across international customer care operations, driving service excellence, operational performance, and customer satisfaction across multiple regions. In this role, you will:

• Lead the overall International Customer Care Operations strategy, ensuring consistent delivery of outstanding customer experiences across all markets.
• Build and develop scalable customer service and support capabilities that support business growth and evolving customer needs.
• Lead and inspire teams responsible for customer service, order management support, country lead coordination, business systems, renewals, analytics, and continuous improvement.
• Partner closely with Commercial, Operations, Supply Chain, IT, Quality, Regulatory, Finance, and Country teams to deliver seamless customer experiences.
• Establish and monitor customer experience metrics and performance dashboards, including service levels, customer satisfaction, NPS, complaint trends, first-contact resolution, response times, and operational efficiency indicators.
• Drive continuous improvement initiatives using Lean principles and data-driven insights to optimise processes and enhance customer outcomes.
• Lead governance and optimisation of customer service procedures across regions, ensuring compliance, consistency, and operational effectiveness.
• Define service standards across phone, email, digital, and other customer support channels to ensure high-quality, timely customer interactions.
• Develop and implement customer operations strategies that support recurring deliveries, renewals, contract fulfilment, and long-term service continuity.
• Build strong partnerships with Commercial and Finance teams to ensure operational activities are customer-centric, financially sound, and aligned to business objectives.
• Champion Voice of the Customer initiatives by analysing customer feedback, complaints, survey results, frontline insights, and operational trends to identify improvement opportunities.
• Lead root-cause analysis efforts for recurring customer issues and implement sustainable corrective actions.
• Drive customer journey improvement initiatives in partnership with Country Leads and regional stakeholders.
• Own business processes supporting CRM, ERP, Genesys, and other customer support platforms, partnering with IT teams to deliver automation and system enhancements.
• Provide strategic oversight of Customer Care Training to ensure operational readiness, standardised processes, knowledge management, and quality monitoring.
• Support successful product launches by ensuring customer care teams are prepared through effective training, planning, documentation, staffing, and systems readiness.
• Develop executive-level reporting and analytics that provide actionable insights into customer interactions, operational performance, and service effectiveness.
• Lead customer renewal programmes across eligible markets, working closely with Country Managers and Commercial teams to maximise customer retention and long-term success.
• Establish accountability for end-to-end customer lifecycle execution, ensuring fulfilment commitments, shipment continuity, renewals, and service delivery are effectively managed.

Location: This role can be based in the UK or Switzerland and will require travel to our customer centre in Porto.

YOU'RE AWESOME AT: We're looking for someone who brings a combination of strategic leadership, operational expertise, and customer passion, including:

• Bachelor's degree or equivalent combination of education and relevant experience.
• Significant experience leading customer-facing operations within a highly regulated industry.
• Experience managing customer service, sales support, order processing, technical support, or contact centre functions.
• Proven success leading large-scale operational improvements, service transformation initiatives, and cross-functional programmes.
• Strong knowledge of customer service operations, workforce management, quality monitoring, performance metrics, and vendor management.
• Experience working with Salesforce CRM, contact centre technologies, cloud-based telephony, ERP systems, and customer support platforms.
• Strong analytical skills with the ability to translate data into meaningful business insights and recommendations.
• Demonstrated success building relationships and influencing stakeholders across multiple functions and regions.
• Knowledge of healthcare, medical device, or other regulated environments is highly desirable.
• Experience managing third-party customer service vendors or BPO partners is advantageous.
• Experience supporting complaint handling processes and quality recordkeeping is beneficial.
• Fluency in English is required; additional language skills are advantageous.
• Ability to travel internationally up to 25%.

WHAT’S IN IT FOR YOU? This is an opportunity to make a meaningful impact in a growing global MedTech organisation committed to improving lives. You'll work in a collaborative, innovative environment where your ideas and expertise will help shape customer experiences across international markets.

You'll enjoy:

• The opportunity to influence strategy and drive meaningful change at a global scale.
• A highly collaborative environment with talented colleagues across multiple functions and regions.
• Exposure to cutting-edge healthcare technology and innovative customer solutions.
• The autonomy to lead transformational initiatives and deliver measurable business impact.
• The chance to develop teams, build capabilities, and contribute to the future growth of the organisation.

WHY YOU’LL LOVE WORKING HERE: At Tandem, we believe joy fuels excellence. That's why we've built a workplace that celebrates your achievements and supports your well-being. Our team thrives on pushing boundaries and fostering growth, all while maintaining a spirit of fun and camaraderie.

BE YOU, WITH US! We embrace the value that every single one of us brings to the table. But sometimes we forget that when we don’t meet 100% of a job description’s criteria – maybe you’re feeling that way right now? We encourage you to apply anyway. Because we want you to be you, with us.

Tandem is firmly committed to being an equal opportunity employer and does not discriminate on the basis of age, disability, sex, race, religion or belief, gender identity or expression, marriage/civil partnership, pregnancy/maternity, or sexual orientation. We are an inclusive organization, and we welcome applications from a wide range of candidates. Selection for roles will be based on individual merit alone.

REFERRALS: We love a good referral! If you know someone who would be a great fit for this position, please share! Make a move that matters. Join Tandem Diabetes Care, where we're turning challenges into triumphs every day and where your talents will help shape a healthier, happier tomorrow.