The Director of Services is a senior management position within the UK/Ire/South Africa (Atlantics) Leadership Team, accountable for directing and controlling all Service and Privacy activities in support of delivering a world-class customer experience. This role involves working closely at all levels to further develop and execute current and novel strategies in support of Cochlear's Enterprise service strategy. Leading a team, you will oversee all aspects of customer service including aftercare service delivery to drive operational excellence. You will also be responsible for the post-sales implementation of Cochlear's suite of Connected Care products and services. You will collaborate closely with key opinion leaders, Sales, and Marketing teams to design and deploy our Connected Care Remote and Digital strategy, helping clinics integrate Cochlear's Care solutions to transform the customer clinical pathways. Additionally, this role will represent the Atlantics as our data Privacy Champion responsible for understanding the main data flows and uses of personal information within the Atlantics, advocating the application of the Privacy Principles and Standards at Cochlear whilst raising awareness of internal privacy requirements. Key Responsibilities Customer Experience and Customer Service Operations Strategy and Engagement Performance and Metrics Team Management Digital and Process Management Process improvements Service Failure and Complaints Management Service and Aftercare Business Strategy and Planning Technology and Innovation Collaboration and Integration Financial and Resource Management Performance and Team Management Compliance and Privacy Champion Policy Design and Implementation Service Quality Monitoring Data-Driven Decision-Making Privacy Champion Innovation and Technology Integration Regulatory Compliance and Risk Management Training and Development Key Requirements A Bachelor's degree A minimum of 5 years' progressive leadership experience in service management, service delivery, implementation of digital tools and/or customer service operations. Prior leadership experience in managing teams in an operational customer service environment Proven ability to work effectively with cross-functional teams and matrix organizations. Proven track record driving customer satisfaction initiatives from concept to realization. Demonstrated experience building, managing and developing a team to execute on existing and new strategies. Ability to complete multiple project assignments efficiently and accurately. Effective organisational, problem solving, verbal and written communications skills. Ability to manage projects from inception through implementation in a team environment. Excellent persuasive and advocacy skills, confidence and resolve, and ability to deliver tough messages with tact and professionalism. Experience in building and developing service-based businesses, particularly within the medical device industry, with a focus on customer service excellence. Knowledge and use of CRM software (i.e., SalesForce), ERP (Oracle) and of web-based tools (apps, cloud, etc.) to improve customer experience. Experience with advanced CRM systems, beyond basic proficiency, enhancing the effectiveness of managing customer relationships and service delivery. Proven track record on implementing SAAS initiatives. Proficiency in change management principles and methodologies to drive successful implementation of service delivery strategies and significant workflow changes in clinics or hospitals. Proficiency in data analysis tools and techniques to aid in extracting actionable insights from customer feedback and service performance data, driving informed decision-making and continuous improvement initiatives. Skills and Abilities Strong interpersonal skills, including effective communication, active listening, and conflict resolution. Exceptional motivational and team-building abilities. Proficiency in project management, with the ability to prioritize tasks in a fast-paced environment. Strategic thinking and implementation capabilities, with the ability to develop and execute service delivery strategies aligned with organisational goals. Demonstrated ability to drive revenue growth and achieve financial targets without compromising quality. Excellent analytical skills with the ability to analyse customer feedback and service performance data to identify trends and anticipate customer needs. Strong leadership qualities with the ability to inspire and empower team members to achieve their full potential. Solid understanding of regulatory requirements and compliance standards within the healthcare industry. Highly organised, focused, and committed to achieving goals. Proven ability to develop and implement policies and procedures to ensure compliance and safeguard the organisation's reputation. Innovative mindset with the ability to identify and implement new service business opportunities and solutions. Desirable: Advanced Degree: While a Bachelor's degree is sufficient for the role, having a higher degree such as a Master's or MBA in a relevant field, such as business administration or healthcare management, can be advantageous. Experience managing cross-border service operations can be advantageous.