Manager Customer Care

Description

• Lead, inspire, and develop a team of Customer Care Specialists, fostering a culture of accountability, collaboration, and continuous improvement.
• Monitor and direct daily workload activities to meet business objectives, service level targets, and customer experience goals.
• Represent Illumina professionally, ethically, and morally at all times, acting with integrity and respect.
• Develop and manage team performance through clear objectives, scheduling, performance requirements, and, where applicable, budget responsibilities.
• Act as an advisor to team members to meet schedules, resolve operational or technical challenges, and support professional development.
• Work closely with the management team to continually evaluate team structure, tools, and processes to support an exceptional customer experience and efficient operations.
• Develop and present insights and performance updates for Quarterly Business Reviews within the department and with cross-functional partners and vendors.
• Analyse issues of diverse scope, applying an understanding of current business trends, operational policies, and data to identify effective solutions.
• Utilise dashboards and reporting tools to drive performance against commercial KPIs, customer care targets, and quality objectives.
• Drive initiatives and process improvements cross-functionally with a focus on improving customer experience, efficiency, and accuracy.
• Resolve escalated customer and internal issues in a timely manner to improve satisfaction and trust.
• Identify and recommend process, policy, and system improvements that can be implemented regionally while adhering to global corporate requirements.
• Ensure compliance with corporate, departmental, SOX, and quality policies and procedures.
• Provide quality leadership and operational support across EMEA, collaborating with peer and junior functions.
• Support quality and engineering activities throughout the product life cycle, including investigations, documentation, and communication of findings and risks.
• Participate in complaint management, nonconformance, supplier performance, and CAPA reviews, ensuring appropriate follow-up and reporting.
• Trend, analyse, and report quality data to drive product and process improvements.
• Apply knowledge of regulations and standards to manage risk and guide actions independently.
• Provide regular status updates to management on assigned responsibilities and escalate issues appropriately.

Qualifications