Customer Experience Supervisor

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Customer Experience Supervisor

• Submit an application by April 25th, 2025 for consideration

About the role

In order to help Cochlear provide an exceptional experience for our cochlear implant recipients and clinics, we are recruiting for a Customer Experience Supervisor in our Americas head office based in Lone Tree, Colorado.

To be successful in this role you will be able to motivate and coach a team of customer experience representatives to directly impact the customer experience for thousands of cochlear implant recipients across North America.  You will coach, teach, mentor and professionally develop a team of 15+ personnel as they provide high quality customer interactions through voice, chat, email, web, SMS and social media channels. You will work collaboratively with Cochlear's sales force, marketing, supply chain, clinical, regulatory and cross-functional business partners in an effort to provide our customers with elite end-to-end service experience.  The level of service provided by the Cochlear Customer Experience Organization is the reason candidates choose Cochlear Americas. 

In this role you will have the opportunity to make a significant contribution to Cochlear's successful history of innovation by applying your knowledge of customer service, contact center management, employee development, business KPI analytics and leading by example. You will know you have been successful in this role when your team and the Customer Experience Organization have exceeded Cochlear's customer experience goals and provided the highest standard of service in regards to ethics and professionalism. 

Key Responsibilities

• Coach employees concerning their performance and creating a positive customer experience
• Recognize, develop and motivate standard behaviors and best practices leading to identified key behaviors which have the greatest impact on the quality of the call
• Manage call escalations to resolve difficult customer situations
• Partner with peers and the training department to develop training and mentoring programs to encourage quality customer interactions
• Anticipate changes and develop change management plans to mitigate concerns and encourage positive change adoption
• Act as a liaison with other departments and company representatives to push forward company initiatives

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills, and abilities in your application and at interview:

• Bachelor's Degree or Equivalent Work Experience
• 2‐4 Years of Experience
• 1‐2+ years of leadership and/or coaching experience
• Experience leading a team with specific metric performance goals

Work Environment

This role offers a hybrid work environment with a combination of in-office and remote work from home.

Salary and Benefits

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Salary range: $70,000 - $75,000 as well as a bonus opportunity of 7.5% of base salary. Compensation offered to candidate may vary based on work experience, education and/or skill level.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference in people’s lives and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. While performing the duties of this job, the individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures, and processes to customers (whether internal or external). 

Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at www.cochlear.us/careers to learn more.  

Cochlear Americas is an Equal Opportunity Employer. We will provide reasonable accommodations for qualified individuals with disabilities.  If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.