Supervisor, Technical Product Support

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

Job Title: Product Support Operations Supervisor/Team Lead
Department: Product Support
FLSA Status: Exempt
Position Overview:
This position supervises the day-to-day operations of the Insulet Corporations Customer Care Product Support team, and will be responsible for resolving escalated customer contacts, manage existing and new processes, and discover and implement continuous improvement opportunities through the analysis. This position interacts and collaborates daily with Insulet’s Product Support Tier II, Post Market Surveillance, and Regulatory and Engineering teams and must be able to work effectively in a key cross-functional role and across external business partners.
The ideal candidate must demonstrate a strong customer service drive, understanding and knowledge of call center operations in a highly regulated FDA environment. Must also possess computer, coordination, planning and be able to work effectively in a key cross-functional role within Insulet Corporation and across external business partners.
Responsibilities:
The ideal candidate must demonstrate a strong customer service drive, understanding and knowledge of call center operations in a highly regulated FDA environment. Must also possess computer, coordination, planning and be able to work effectively in a key cross-functional role within Insulet Corporation and across internal and external business partners.
• Provides supervision - ensuring call handling and documentation meet regulatory requirements.
• Supervise day-to-day operations for the Customer Care Product Support Tier I team, serving as the main escalation point for any Customer questions or issues and managing processes.
• Cross-functional collaboration on projects focused on overall agent and customer experience.
• Responsible for coordinating and assisting with incentive plans.
• Define, manage and implement enhancements to processes and systems to refine the Customer Care Product Support structure.
• Preparation of daily, weekly, monthly and quarterly Tier I related reports.
• Provides coaching and feedback in accordance with department and company goals.
• Participates in the Customer Care Product Support quality program, conducting quality audits and calibration of quality scoring with leadership team.
• Handles the most complex Customer complaints and/or inquiries, and escalated calls as needed.
• Ensures adherence to Regulatory, Quality and accreditation standards.
• Participates in special projects and performs other duties as assigned.
Education and Experience
Minimum Requirements
• Bachelor’s Degree.
• 2+ years working in a regulated environment.
• 2+ years working in a contact center.
• Experience in supervising teams to ensure efficient and effective operations
• Must have the ability and drive to take on multiple projects while balancing multiple priorities and critical deadlines.
• Experience with providing coaching and corrective action feedback.
• Experience with Quality Assurance and Incentive Programs within a Contact Center.
• An equivalent combination of education and experience which provides proficiency in the area of responsibility listed in the job description may be substituted for the above requirements, unless certification, licensure or registration is required.
Preferred Skills and Competencies:

• Knowledge of Diabetes.
• Experience working with a Medical Device.
• Excellent verbal, written and interpersonal communication skills.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability & writing proficiency.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be able to work independently while contributing to the goals of the team.
• Must be proficient with Microsoft Office (intermediate Word, basic Excel).
• Bi-lingual a plus.
Physical Requirements (if applicable):
• Requires sitting and standing associated with a normal office environment.
• Manual dexterity needed for using a calculator and computer keyboard.
• Lightweight lifting may be required.
• Travel 10%-20% per month based on needs of the business; Most common locations: Acton MA, Salt Lake City UT, Lisbon Portugal
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.