Team Leader – Tailored Care Operations

Overview

In this role you lead a small multifunctional team delivering proactive, high-quality support to strategic and Tailored Care customers. You will drive people development, customer relationship management and operational excellence, owning team performance and the customer experience. You’ll coach Account Managers and Specialists, manage escalations and service recovery, and partner with Sales, Supply Chain, and Customer Experience to enable growth. The position offers leadership impact, process improvement and exposure to cross-functional change.

Pay / Benefits

• health and life insurance
• paid time off
• parental and care leave
• flexible work options
• confidential counseling
• competitive pay and incentives

Responsibilities

• Lead and develop a high-performing team across Account Managers, Order Support Specialists and Senior Specialists
• Cultivate a culture of customer excellence, accountability and continuous improvement
• Oversee support for strategic customers incl. orders, projects, escalations and service recovery
• Serve as senior escalation point for complex customer and operational issues
• Manage service levels, productivity, workloads and commitments to customers
• Utilize feedback and performance data to identify risks and improvement opportunities
• Drive process improvements, digital adoption and new ways of working
• Lead the team through operational and organizational change
• Collaborate with Sales, Supply Chain, Logistics, Customer Experience and Commercial teams

Key requirements

• Leadership experience in customer service, account management or support operations
• Proven track record of building and developing high-performing teams
• Experience managing complex customer relationships, escalations and service recovery
• Strong coaching and performance management skills
• Experience delivering operational or cultural change
• Strong stakeholder management and influencing skills
• Commercial awareness and a customer-first mindset
• Analytical approach to using data for performance improvements

• Coaching and development
• Stakeholder management
• Analytical mindset
• Salesforce
• SAP
• Control Tower

…