Senior Operations Team Lead, International Customer Care (Hybrid)

Responsibilities

• Supervise day-to-day operations for the Customer Care teams supporting the Canada and Australia markets, serving as the main escalation point for any customer questions or issues and managing processes.
• Define, manage and implement enhancements to processes and systems to refine the Customer Care structure.
• Lead process improvements tailored to the needs of the Canada and Australia markets.
• Prepare and deliver reporting packages focused on regional performance outcomes.
• Handle the most complex Customer complaints and/or inquiries.
• Required Skills and Competencies
• Strong communication, presence, and relationship building skills, with the ability to interpret and summarize data to aid management in achieving strategic and operational goals
• Excellent oral and written communication and presentation skills, with an ability to interact at all levels of the organization
• Experience working cross-functionally and cross-culturally in support of business processes and/or systems
• Demonstrated ability to effectively build business relationships and influence without authority as part of a matrix organization.
• Education and Experience
• Relevant experience in a contact centre environment or a bachelor's degree and/or equivalent combination of education and experience
• Must have a strong background in call centre supervision that promotes best practices and standards including contact centre metrics, workforce management, service quality management and knowledge management.
• Customer Service experience in a medical or health-related environment is preferred
• Knowledge of diabetes and experience supporting patients with diabetes is preferred
• Experience providing remote support, particularly in a regulated environment
• Experience with Salesforce CRM preferred
• Bilingual skills a plus
• Additional Information
• The position is hybrid out of our Lisbon office
• Travel is estimated at 20% but will flex depending on business need
• We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it.
• At Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
• #LI-JW1 #LI-Hybrid

Benefits

Additional Information

Job Summary Job Title: Senior Operations Team Lead, International Customer Care Looking for a role where your expertise matters? As a Senior Operations Team Lead at Insulet, you'll contribute to transformative work, enjoy a flexible and inclusive culture, and make a real, daily difference for our global Podder community. This position reports to the Senior Manager, International Customer Care and is responsible for leading day-to-day operations of the Customer Care teams supporting the Canada and Australia markets. This includes serving as the primary operational point of contact for internal customer care teams in both regions, ensuring that KPIs, quality standards, and service levels are consistently met. The Senior Operations Team Lead will oversee escalated issues, work closely with the Tier II Team, manage and enhance processes, and drive continuous improvement initiatives across inbound and back-office functions.

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