Additional Location(s): N/A
About the role:
Join a team at the center of transformation within Customer Care, where this Sales Support Supervisor role enhances how Sales Support delivers value across multiple business segments. You will partner closely with commercial teams to streamline workflows, remove barriers and elevate the experience for both customers and sales partners. This role is ideal for a leader who thrives in dynamic environments and is eager to grow with the business, evolving into broader, value-added opportunities as Boston Scientific continues to transform how we work.
As a key leader within U.S. Customer Care, you will directly influence service excellence, operational performance and employee development while helping shape the future of Sales Support. You will lead a high-performing team through ongoing transformation initiatives, champion digital innovation and drive meaningful improvements that positively impact customers, commercial partners and business results.
Work model, sponsorship, relocation:
At Boston Scientific, we value collaboration and synergy. This role follows a hybrid work model requiring employees to be in our local office at least three days per week. Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time. Relocation assistance is not available for this position at this time.
Location: Quincy, Massachusetts
Your responsibilities will include:
• Lead and develop a Sales Support team, providing direction, coaching and performance management to achieve service, quality and operational objectives.
• Drive workload prioritization, resource allocation and service-level performance to ensure timely and accurate support for customers and commercial partners.
• Analyze operational metrics, trends and performance data to identify opportunities for process improvements, productivity gains and enhanced customer experiences.
• Lead the resolution of complex customer issues and escalations related to product information, order management, delivery inquiries and backorders.
• Partner with Sales, Operations, Supply Chain, Finance and other cross-functional teams to resolve business issues and ensure seamless execution of customer support processes.
• Champion continuous improvement initiatives, including the adoption of AI-enabled tools, automation and digital capabilities that improve efficiency and service delivery.
• Support organizational transformation efforts by leading change initiatives, communicating priorities and fostering a culture of adaptability and accountability.
• Serve as a trusted leader and back-up to the Customer Service Manager, supporting strategic projects, employee relations matters and business continuity needs.
Qualifications:
Required qualifications:
• Minimum of 4 years' experience leading customer service, sales support or related service teams.
• Experience managing team performance, workload distribution and service-level objectives in a customer-facing environment.
• Experience resolving customer escalations and partnering with cross-functional teams to address operational issues.
• Proficiency with Microsoft Office applications, including Excel, Word and PowerPoint.
• Ability to travel up to 10%.
Preferred qualifications:
• Bachelor's degree preferred.
• Previous SAP order management experience.
• Previous Salesforce experience.
• Experience within the medical device, healthcare or other regulated industry.
• Experience leading teams through process improvements, operational changes or transformation initiatives.
• Experience supporting the adoption of digital tools, automation solutions or AI-enabled technologies.
Requisition ID: 629828
Minimum Salary: $ 75100
Maximum Salary: $ 142600
The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) - see www.bscbenefitsconnect.com-will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.
Compensation for non-exempt (hourly), non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).
Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).
For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.
