Customer Service Quality Manager

Overview

The Customer Care Manager for Cardinal Health at Home Solutions will be responsible for leading our Edgepark Order Status team with seven direct reports working in a remote environment. He or she will also collaborate with stakeholders across the organization on initiatives to improve the customer experience and deliver profitable growth to the organization. This individual will be responsible for executing on our service commitments in addition to creating a strategy to provide insights, continuous improvement, and value-added solutions to the organization.

What Customer Service Management contributes to Cardinal Health

Customer Service is a strategic business partner essential to directly understanding, maintaining, and enhancing the customer, supplier, and customer experience. We analyze customer needs to deliver enterprise wide solutions proactively.

Accountabilities

  • Promote and foster a professional, positive, accountable, dynamic team environment
  • Demonstrate and develop strong leadership in a remote environment
  • Create a culture of innovation through process improvement
  • Drive operational effectiveness and efficiency through process improvements
  • Effectively communicate goals and expectations to team
  • Focus on the development and growth of employees
  • Collaborate and partner with other departments to optimize customer and employee experience
  • Complete regular skip-level meetings and focus groups with front line employees resulting in specific action plans that improve the employee experience
  • Execute against projects and ad-hoc assignments as assigned based on business need
  • Drive strategic execution for remote employee and leadership development, including business continuity plans

Qualifications

  • Bachelors degree preferred - Bachelor's degree in related field, or equivalent work experience, preferred
  • 3-4 years on Management Experience
  • 2-6 years of operational experience
  • Organizational change management and transformation experience
  • Proven track record of cross-functional leadership
  • Excellent written and oral communication skills

What is expected of you and others at this level:

  • Manages department operations and supervises professional employees, frontline supervisors and/or business support staff
  • Identifies and leads process improvements
  • Participates in the development of policies and procedures to achieve specific goals
  • Ensures employees operate within guidelines
  • Decisions have a short-term impact on work processes, outcomes, and customers
  • Interacts and collaborates with subordinates, peer customers and suppliers at various management levels may interact with senior management
  • Interactions  involve the resolution of issues related to operations and/or projects

Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.