Customer Service Supervisor

Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound. We aim to transform the way people understand and treat hearing loss and innovate to connect people with future technologies. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. Learn and grow with us as we tackle the most complex challenges in helping more people to experience a lifetime of hearing.

Customer Service Supervisor

About Cochlear

Cochlear is the global market leader in implant hearing solutions. Our mission is to help people hear and be heard. Around the world, more people choose a Cochlear-branded hearing implant system than any other. A Cochlear Implant is an electronic device that is surgically implanted under the skin near the ear that restores hearing to those who suffer from severe hearing loss. It’s an incredible piece of engineering and the only product in the world that restores a sense through technology.

Imagine using your expertise to help people around the world to hear again. We can offer a unique opportunity to join Cochlear, an iconic Australian company, leading the world in implantable hearing solutions. Our mission is clear: to help more people hear.

Position Overview:
The Regional Customer Service Supervisor leads teams in Panama, Colombia, and Mexico to deliver excellent customer experiences, meet KPIs, and align with regional objectives. Key responsibilities include:

- Performance & Process Management: Monitor KPIs, drive process alignment and standardization, and lead continuous improvement.
- Governance: Oversee implant, processor, and accessory registration in Salesforce Health Cloud, ensuring compliance and data integrity.
- Leadership & Culture: Develop Team Leads and representatives, fostering a performance-driven, customer-first culture.
- Customer Advocacy: Gather and integrate customer feedback into practices, and represent customer needs in cross-functional forums.

This role combines strategic leadership, operational discipline, and customer-centric innovation to strengthen regional service performance.

Key Responsibilities:

- Provide strategic leadership to Customer Service teams in Panama, Colombia, and Mexico, ensuring they operate under consistent processes and aligned KPIs.
- Monitor and interpret regional KPIs (SLA,SL, NPS,DIFOT, order accuracy and compliance), ensuring timely corrective actions and trend-based improvements.
- Drive process alignment and standardization across markets while ensuring flexibility for local regulatory requirements.
- Act as the regional voice of the customer in cross-functional meetings and projects, ensuring that customer needs and insights influence broader business discussions and initiatives.
- Oversee governance of SFHC registration processes for implants, processors, and accessories, ensuring accurate and timely data capture and compliance with internal and regulatory standards.
- Act as a change agent, fostering a culture of continuous improvement, process innovation, and experimentation across the Customer Service function.
- Partner with Team Leads and/or SMEs in each market to identify improvement opportunities, foster innovation, and implement process optimization.
- Lead and support change management efforts, ensuring successful adoption of new processes, tools, and practices.
- Develop and mentor direct reports (Team Leads and senior representatives), enhancing their leadership capabilities and supporting career growth.
- Act as the primary point of alignment between country-level Customer Service teams and regional/global leadership, ensuring that strategic objectives are cascaded and operationalized effectively.
- Partner with cross-functional stakeholders (Operations, Finance, Clinics, IT) to resolve systemic issues and improve the end-to-end customer journey.
- Ensure clear, consistent, and accurate reporting of regional service performance, risks, and opportunities to senior leadership.

Requirements:

- Bachelor’s degree in Business Administration, Industrial Engineering, or related fields.
- 5+ years of experience in Customer Service, with at least 2 years leading teams or driving global/regional projects requiring stakeholder alignment.
- Demonstrated experience as a Subject Matter Expert (SME) or project lead in global/regional transitions or process improvement initiatives.
- Proven expertise in KPI monitoring, performance analysis, and reporting.
- Strong knowledge of CRM (Salesforce) and order management systems (Oracle, PMS preferred).
- Proven track record in process alignment, operational excellence, and continuous improvement.
- English: Intermediate to Advanced (required), to communicate effectively with global teams and stakeholders.
- Background in healthcare, medical devices, or