Senior Director, Customer Care North America

Senior Director, Customer Care North America

Work mode: Hybrid

Onsite Location(s): Quincy, MA, US, 02171

Additional Location(s): US-MA-Quincy; US-MN-Arden Hills

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we'll give you the opportunity to harness all that's within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we'll help you in advancing your skills and career. Here, you'll be supported in progressing whatever your ambitions.

About the role: The Senior Director, Customer Care North America, will lead both the U.S. and Canada Customer Care teams, as well as the U.S. Field Inventory Management team. This leader will be responsible for delivering world-class services to customers across the region, ensuring operational excellence, driving digital transformation, and fostering a culture of continuous improvement. By aligning Customer Care with strategic commercial initiatives, this role plays a critical part in shaping the future of the customer experience at Boston Scientific.

Work model and sponsorship: At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our local office at least three days per week. Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

Your responsibilities will include:

• Developing and executing Digital/AI strategies for North America Customer Care to ensure order fulfillment, customer excellence, and field inventory management exceed expectations and KPIs.
• Leading remote management and operational execution efforts to enhance current service capabilities and develop future scalable offerings.
• Monitoring performance and customer feedback, ensuring transparency with stakeholders, and implementing plans to address service gaps.
• Establishing a strong culture of continuous improvement through Lean and Business Essentials methodologies.
• Defining strategies to support growth, activity expansion, and increased complexity, while aligning with U.S. and Canada strategic imperatives.
• Partnering and contributing to the global Customer Care organization to drive strategies that optimize value across Boston Scientific's end-to-end supply chain.
• Connecting commercial strategies in U.S. and Canada with Customer Care, ensuring alignment with key initiatives such as Service Cloud, Sales Cloud, and sales productivity tools.
• Creating an environment that fosters constructive feedback, coaching, career development, and professional growth.
• Promoting an inclusive workplace culture that empowers all employees to contribute fully to organizational and personal objectives.

Qualifications:

Required qualifications:

• Bachelor's degree required; advanced or master's degree preferred in a relevant specialization
• Minimum of 15 years' experience in customer service leadership roles on a global scale
• Minimum of 10 years' managerial experience leading large, diverse teams across multiple locations
• Proven ability to collaborate and partner within a complex global matrix organization
• Demonstrated success in leading transformational change while maintaining high-quality service delivery
• Strong strategic understanding of digital technologies and their application to internal and customer-facing processes
• Excellent interpersonal, communication, collaboration, and influencing skills
• High sense of urgency and commitment to execution in a fast-paced environment
• Advanced understanding of service trends, technology enablers, and differentiated service offerings

Preferred qualifications:

• Strong communicator with executive presence and a bias for action
• Passion for simplification, digitization, and continuous improvement
• Experience operating in matrixed, global organizations with a fast-paced environment
• Skilled in design thinking, agile methodologies, and change leadership
• Ability to influence, engage, and challenge with integrity and courage

The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs.

Compensation for non-exempt (hourly), non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn't just business, it's personal. And if you're a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve.

Boston Scientific Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identify, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company's policies or protocols change with regard to COVID-19 vaccination.