Senior Customer Care Operations Analyst

About Sequel

Sequel Med Tech is an early-stage company developing the next generation of precision drug delivery devices. Our mission is to improve the lives of patients by developing cutting-edge medical technologies that address unmet needs in healthcare.

Job Overview

Sequel’s Customer Contact Center is the pulse of our organization, serving customers 24/7 across their entire device journey. This role will work with the Customer Care leadership to proactively ensure we have the systems and information to respond and support our patients.

The Sr Customer Care Operations Analyst is responsible for supporting consistency and streamlined access to information across the Customer Care organization through maintenance and management of customer-facing content and processes. This is a crucial role in optimizing the operational efficiency of the Customer Care organization and responsible for developing deep knowledge of Sequel’s processes, customer journeys and support we provide to our customers. The Customer Care Operations Analyst will be responsible for content development, documentation of SOP’s, policies, and work instructions. Additionally, you are responsible for supporting process improvement initiatives, have an active support role in systems implementation and updating a system knowledge base. This is a high visibility role and will collaborate cross functionally with Quality, Sales, and Marketing. with strong communication skills, attention to detail and dedication to customer experience.

The ideal candidate will have a demonstrated history of Customer Care and contact center day to day operations, with strong communication skills, attention to detail and dedication to customer experience while working within a fast-paced FDA regulated environment.

Job Responsibilities and Essential Duties

• Develop deep understanding of existing Customer Care processes and responsibilities.
• Collaborate with Customer Care leadership and align with cross functional leaders for consistency in documentation of content and practices.
• Audit content for accuracy, completeness, and compliance in accordance with relevant regulations, quality, and accreditation standards.
• Analyze data to identify and implement process improvements that enhance and optimize the customer experience.
• Maintain tables in Salesforce, Talkdesk, and any other business systems used by the Customer Care team.
• Conduct training sessions with business users to improve adoption and efficient use of systems.
• Partner with Customer Care leadership to build and update systems training materials as needed.
• Collaborate with Business Process Managers to develop test plans, and coordinate and execute UAT
• activities.
• Liaise with Quality to maintain all Customer Care controlled documents in all internal systems, including creation, obsolescence, archival and revisions (e.g., LMS, Quality system.)

Minimum Requirements

• Bachelor’s Degree, preferred, or equivalent combination of education and experience.
• 2+ years of experience in a Customer Care contact center environment.

Required Knowledge, Skills and Abilities

• Demonstrated experience working in contact center operations within the medical device industry that promotes best practices and standards including contact center metrics, workforce management, service quality management and knowledge management.
• Knowledge of diabetes and experience supporting customers with diabetes is preferred.
• Experience providing remote support, particularly in a regulated environment.
• Experience with Salesforce.com and/or Talkdesk
• Familiar with reporting and extracting data from Chat, Live Chat and generative AI interactions and leveraging the insights to recommend continuous improvement to the Customer Experience is a plus
• Familiarity with industry standards and best practices in customer care contact centers.
• Familiar with omnichannel communication in customer care contact centers.
• Excellent problem solving, analytical and operational excellence skills.
• Excellent communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner.
• Proven leadership capabilities, including the ability to motivate and develop a high-performing team.
• Ability to exercise professional judgement in identifying organizational improvements.
• Ability to effectively work with cross functional teams act as a change agent, facilitator, coach and mentor.
• Position remotely based, but requires occasional travel to home office in Manchester, NH.

Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Environmental/Safety/Physical Work Conditions

• Ensures environmental consciousness and safe practices are exhibited in decisions
• Use of computer and telephone equipment and other related office accessories/devices to complete assignments May work extended hours during peak business cycles
• Physical requirements such as lifting specific weights
• Position is remote, but travel to the home office in NH is expected