Customer Care Manager

About the role 

The TheraSphere Customer Care Manager plays a critical role in ensuring the smooth operation of customer service functions, cross-functional collaboration, and continuous process improvement. This role is responsible for managing daily operations and resolving escalations. 

 
At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our local Ottawa office at least three days per week (Tuesday, Wednesday, Thursday). 

 
Relocation assistance is not available for this position at this time. Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time. 

Your responsibilities will include: 

• Oversee the daily inquiries for the customer care team, ensuring timely and accurate responses. 

• Provide guidance and support during manufacturing and supply chain disruptions. 

• Assist with escalations and ensure effective resolution of complex issues. 

• Communicate with third-party vendors to coordinate logistics and investigate delivery issues. 

• Manage communications during major logistics disruptions to ensure transparency and continuity. 

• Maintain regular communication with customers to resolve disputes, provide order and finance updates, and deliver usage or performance reports. 

• Represent the team and company professionally in handling escalated customer concerns. 

• Support the customer service team in navigating manufacturing challenges. 

• Assist in fulfilling complex or urgent orders, including relabels, LATAM shipments, and expedited requests. 

• Maintain and update work instructions and standard operating procedures (SOPs). 

• Implement changes through the quality system and ensure documentation accuracy. 

• Ensure team-generated reports are complete, accurate, and up to date. 

• Guide the team through complaint submission processes and feedback tracking. 

• Report on logistics performance and order accuracy. 

• Conduct regular reviews with logistics partners to address mis-deliveries and service issues. 

• Collaborate with cross-functional teams to solve problems and enhance operational efficiency. 

• Provide audit support as the subject matter expert for customer-related services. 

• Other duties as required. 

Required qualifications: 

• Bachelor’s degree in a related field (or equivalent experience)

• 5+ years of experience in customer service operations or a similar leadership role 

• Strong interpersonal and communication skills, with the ability to manage cross-functional relationships 

• Proven ability to lead teams, resolve conflicts, and manage complex operational challenges 

Preferred qualifications: 

• Experience with quality systems, SOP documentation, and audit processes