Change people’s lives and love what you do Cochlear develops world-leading medical devices that help people hear and be heard. As a top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear or acoustic implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. 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. Why choose us? For 40 years, Cochlear has been creating reliable products that continue to keep people connected to the world and to each other. We help people of all ages to hear in more than 180 countries around the world. Our technology connects people to life's possibilities and to the people who matter most. We have over 4000 employees globally dedicated to improving people's lives. To date, we have Invested over $2billion AUD in research and development. Cochlear Offers You: Competitive salary 25 days holidays (plus UK Bank Holidays) company pension flexible working patterns and the possibility to work remotely up to 40% per week yearly salary review Pension scheme Group Life Insurance Group Income Protection Employee Referral Bonus Service Anniversary Reward Cycle to work scheme Vitality health care Medicash cashplan free use of gym on business park and paid exercise classes available This is your chance to be part of a premier organization with a great culture, working in a dynamic, growing and rapidly evolving environment to deliver outstanding results that benefit our customers every day. If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the APPLY button below Equal opportunities Cochlear is committed to providing equal opportunities to avoid unlawful discrimination on the grounds of race, sex, disability, sexual orientation, religion/belief or age. In line with our corporate ethics and statutory obligations we strive to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect - this is an important aspect of ensuring equal opportunities in employment.