**#ChangeMakers**Ready to make an impact?We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution - we do things differently than othersWe deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful "can-do" attitude.**#WeChangeDentistry** every day. Be part of it.**Position Summary**:The Director, Shared Services is responsible for the day-to-day planning, measuring, and execution of quality operations, and leadership strategies for Customers Service teams in Costa Rica, supporting customers in the United States and Canada. The Director will maintain oversight, accountability, and leadership for Straumann's call center operations by delivering premium pre- and post-sales service to Straumann's customer base.**Responsibilities**:This position is responsible for, but not limited to, the following:- Ensure staff is effectively coached and developed for driving high performance, and effectively and efficiently handling current and anticipated targets/goals using Operational Excellence methods.- Establish action plans, critical indicators, timetables, and performance measures to guarantee high quality services and timely shipments to all customers, while ensuring customer service standards and expectations are satisfied. Continually evaluate priorities to ensure consistency with company objectives.- Direct the activities of sales order processing, including a focus on upselling.- Develop and evaluate order processing plans and flow, ensuring a productive, positive and industry leading customer experience.- Collaborate with cross-functional teams to streamline processes, enhance service quality, and drive continuous improvement initiatives.- Champion and lead projects that impact and influence customer service.- Partner with workforce planner to properly schedule service staff to accommodate business needs & peak call volume.- Develop and enhance the customer service center structure including skill set requirements, gap analysis, and training.- Oversee staff activities affecting performance and resources including, but not limited to recruiting, hiring, training, performance management, quality monitoring, and analytics.- Drive operational performance using key performance indicators (KPIs) for service metrics daily, weekly, and monthly and act proactively based on the KPIs to drive results.- Ensure processes, people and analytics are in place to drive production and profitability; develop and enforce sustainable, repeatable processes.- Proactively drive initiatives to anticipate customer needs with the goal of an improved customer experience and reduced Customer Service call volume.- May participate and/or lead key NAM and/or corporate HQ projects intended to drive business success.- Other duties as assigned.**Management Responsibilities**:This position manages the following positions:- Technical Support Manager, Provider Services Manager, and Customer Service Manager**Minimum Qualifications**:- Bachelor's degree or equivalent- 10+ years of experience in Customer Support or Tech Support with 5+ years in management of call center operations- Experience with Customer Support Technology such as SAP Service Cloud, Salesforce, Zendesk, or similar Enterprise Resource Planning (ERP) system.- Experience with a Call Center Quality Management System such as NICE or Stella.**Preferred Qualifications**:- Demonstrated excellence with supervisory and leadership skills.- Excellent knowledge of all areas of business operations and processes.- Proven time management, communication, decision-making, presentation, human relations, and organizational skills.- Ability to establish and maintain priorities and expectations with others.- Ability to analyze information and situations, reason logically and creatively, identify problems, draw valid conclusions, and develop effective solutions.- Ability to work in a fast-paced environment and to organize/prioritize workload to meet demands.- Focus on improvements to operational processes.- Experience in coaching, mentoring, developing key staff to drive business results.- Experience with continuous improvement and transactional lean processes a plus.- Experience managing a decentralized workforce within a matrix organization.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.**Employment Type**:Full Time**Alternative Locations**:Costa
