The Director of Customer Care will lead and oversee the customer service operations for Sarnova’s three business units: Tri-anim, Cardio Partners, and Bound Tree. With a focus on delivering white-glove service, the Director will develop and implement strategies to optimize team performance, enhance customer satisfaction, and align customer care operations with organizational objectives.
Sarnova is the leading national specialty distributor of health care products in Emergency Medical Services (EMS) and Respiratory Markets and is the industry leader in Revenue Cycle Management within Emergency Medical Services (EMS). The company operates through several market-leading companies including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, and Cardio Partners, a full Sudden Cardiac Arrest Solution provider, and Digitech, the leader in EMS revenue cycle management.
Office Schedule: M-Th Dublin office based, Friday remote
Responsibilities
Organizational Impact:
The Director of Customer Care is pivotal in driving customer satisfaction and loyalty by leading a high-performing team dedicated to delivering exceptional service across Sarnova’s business units. This role ensures operational efficiency in the call center while fostering a culture of excellence and collaboration. By aligning customer care strategies with organizational goals, the position strengthens the company’s market position and contributes to its long-term success.
Essential Duties and Responsibilities:
Provide strategic leadership and day-to-day management of the customer service teams across Tri-anim, Cardio Partners, and Bound Tree business unitsDevelop and implement operational strategies to optimize efficiency, customer satisfaction, and team performanceEnsure delivery of white-glove customer service by monitoring team performance, identifying areas for improvement, and implementing training and development initiativesCollaborate with internal stakeholders, including sales, supply chain, and operations, to align customer care processes with broader organizational goalsAnalyze customer service metrics, provide insights, and develop action plans to improve service levels, response times, and overall customer experienceLead initiatives to enhance customer care technologies and processes, ensuring scalability and adaptability to business growthImplement AI technologies with the purpose of increasing efficiency and improving customer experienceManage and mentor up to five direct reports, providing guidance, performance feedback, and career development opportunitiesAssign tasks, manage workloads and provide clear direction to team membersFoster a positive work environment and resolve conflictsSet performance goals, conduct reviews and provide constructive feedbackMentor and train employees to enhance their skills and career growthCollaborate with the recruitment team to identify, interview, and select top talentFoster a positive, collaborative work environment and resolve escalated customer concerns with professionalism and efficiencyEnsure compliance with company policies and standards, maintaining operational excellence in a call center environmentManage resources efficiently, ensuring quality standards are met
Skills/Experience Required:
Education: Bachelor’s degree in business administration, management, or a related fieldMinimum of 10 years of progressive experience in customer care management, including at least 5 years in a call center environmentExperience designing, implementing and leading process improvement and change initiativesAbility to maintain a high degree of motivation in team members to retain focus on providing the highest levels of customer satisfactionAbility to multi-task and meet deadlines within a fast paced, changing environmentAbility to clearly articulate direction and inspire the team to work towards a common goalResults-oriented, self-motivated individual who can work in a team environment, as well as make independent decisionsExperience developing, documenting and implementing processes and proceduresStrong communication and interpersonal skills with the ability communicate and influence across functions and at all levelsProficient with Microsoft suite of productsAbility to calmly and effectively diffuse difficult situations via telephone/emailAbility to motivate, manage and communication effectively with a teamCritical thinking and analytical skills to solve problems efficientlyAbility to adapt to changing environments and handle multiple tasksStrong sense of ethics, confidentiality and integrityMedical Industry experience a plus but not required
Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.