The Director, Consumer Advising & Support is responsible for setting the strategic direction and delivering operational excellence across the Consumer Advising and Consumer Support functions. This leader is accountable for connecting insights across teams, translating strategy into execution, and driving continuous improvement in the consumer experience. Success requires strong business acumen, the ability to think strategically, and a proactive approach to influencing stakeholders across the organization.
Major Areas of AccountabilityTalent Development
- Build and develop a high-performing leadership team across Consumer Advising and Support
- Foster a culture of accountability, collaboration, and continuous learning
- Identify capability gaps and implement development strategies to strengthen organizational performance
- Lead through influence, visibility, and a strong leadership presence; displays strong ownership of employee engagement and turnover metrics
Strategic Leadership & Execution
- Provide leadership oversight for Consumer Advising, responsible for providing education and support to our end users and Consumer Support, responsible for consumer inquiries, complaints, and e-commerce support
- Define and execute the strategic roadmap for Consumer Advising and Consumer Support partnering closely with Marketing and Field Sales teams to ensure alignment with broader business objectives
- Identify opportunities to optimize processes, enhance consumer experience, and scale operations efficiently
- Oversee day-to-day operations of a large-scale contact center environment, ensuring service levels, productivity, and quality targets are met
- Drive data-informed decision-making through reporting, analytics, and performance metrics
- Implement continuous improvement initiatives focused on efficiency, quality, and customer satisfaction
- Oversee resolution of complex and escalated consumer issues while maintaining a focus on loyalty, retention, and experience
Operational Excellence
- Oversee day-to-day operations of a large-scale contact center environment, ensuring service levels, productivity, and quality targets are met
- Drive data-informed decision-making through reporting, analytics, and performance metrics
- Lead capacity planning, workforce optimization, and resource allocation across functions
- Implement continuous improvement initiatives focused on efficiency, quality, and customer satisfaction
- Oversee resolution of complex and escalated consumer issues while maintaining a focus on loyalty, retention, and experience
- Owns and manages departmental operating budgets, ensuring effective resource allocation, cost optimization, and alignment with organizational priorities
Cross Functional Leadership
- Act as the primary point of contact for field sales leadership on the execution of the Care program.
- Partners closely with Legal, Compliance, & Data Privacy to proactively mitigate risk and address evolving requirements. Responsible for adherence to all regulatory requirements, company policies, and industry standards as well as educating key stakeholders on program requirements.
- Act as a strategic partner by aligning on priorities while influencing and challenging requests that may introduce operational risk, inefficiencies, or compliance concerns.
- Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the MedTech Code of Conduct, and company policies.
- Other job duties as assigned
Basic Qualifications- Bachelor's degree in a related field
- 7+ years of progressive leadership experience in customer-facing operations (contact center, patient support programs, or similar)
- Proven experience leading leaders and managing multifunctional teams
- Demonstrated success in driving operational strategy and execution in a regulated environment
- Strategic thinker with the ability to connect dots across functions and anticipate downstream impacts
- Strong executive presence with the ability to influence, challenge, and align stakeholders
- Excellent communication and relationship-building skills
- Ability to balance short-term execution with long-term strategy
- Ability to travel up to 20%
- Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
Preferred Qualifications- MBA or advanced degree
- Experience working closely with large field sales organizations
- Experience with CRM, contact center technologies, and digital/e-commerce support
At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:
- Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.
- Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.
- Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
- Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
- Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
- Community and Culture: A supportive work environment where everyone feels valued, and has a sense of belonging. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.
- Competitive Compensation: The compensation range for this position is $150,000 - $190,000. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.
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