RxSight, Inc.
Overview
RxSight®
is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the world’s first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company’s mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.
The Director, Customer Support, will be responsible for leading and scaling the Customer Support functions for RxSight. This role is primarily responsible for the Quote to Cash processes and ensuring all aspects within this process are customer-focused and measured by Customer Satisfaction Surveys. The Director will oversee Customer Experience/Order Entry, Consignment Inventory, Sales Contracts, Service Contracts, and all associated processes. The role will govern the company’s key data integrity relating to all customer-facing activities and ensure each department drives to key performance indicators to maintain healthy operations. The Director will also be instrumental in CRM management and the continued growth of this platform in a global environment. The Director will develop and execute strategies to optimize customer utilization of its Light Adjustable Lens technology, positioning RxSight as a preferred company for our customers.
Essential Duties and Responsibilities
Develop and execute comprehensive customer support strategies that enhance customer experience.
Drive process improvement initiatives to improve efficiency and reduce response times.
Ensure all customer support activities comply with FDA regulations, ISO 13485, and company quality procedures.
Manage the company’s online ordering platform to ensure ease of use for customer order entry.
Grow the online ordering platform and identify opportunities and programs to increase utilization.
Develop and manage a specific set of actionable KPIs relating to order entry and order fulfillment processes tied to customer satisfaction.
Direct Contracts Administrative functions related to Customer Contracts, corporate contracts, volume pricing programs, and Time and Materials.
Coordinate new equipment installations (revenue and non-revenue) with direct interface to Field Service and Clinical Support.
Establish and manage Contracts and Pricing processes to support worldwide operations.
Develop and implement customer feedback programs (with Marketing) to identify trends and opportunities for product and process improvements (e.g., Net Promoter Score).
Manage revenue responsibility for Service Contracts and Time and Materials, including forecasting and planning.
Ensure Service Contract revenue and processes are managed to meet company expectations.
Required Knowledge, Skills And Abilities
Proven ability to build and scale customer support organizations in a regulated environment.
Experience with international (OUS) logistics and customer management.
Strong knowledge of complaint handling, service and customer experience functions.
Intermediate experience in Microsoft Office Word and Excel programs.
Data-driven mindset with proficiency in CRM, ERP, and analytics tools.
Process development skills.
Supervisory Responsibilities
The number of employees directed will vary based on annual budgets and actual need.
Education, Experience, And Training
Bachelor’s degree or equivalent along with 8+ years’ experience in a customer support environment, or a combination of education and experience.
Working experience in a Medical Device environment, preferably a Class III device.
Leadership experience with multiple department management.
Training to be completed per the training plan for this position as maintained in the document control system.
Training requirements on TRN-10007 Insider Trading Policy, TRN-10008 Global Anti-Bribery and Anti-Corruption Policy, and TRN-10009 Code of Business Conducts and Ethics must be completed within 30 days from the hiring date and on an annual basis.
Certificates, Licenses, Registrations
Project Management Professional (PMP) certification highly desirable.
Computer Skills
Proficiency with Customer Relationship Management (CRM) software. Proficient in Excel, Visio, MS Project, and Word. Knowledge of QAD Business System preferred.
Notice To Staffing Agencies And Search Firms RxSight does not accept unsolicited resumes or candidate submissions from staffing agencies or search firms for any employment opportunities. All agency engagements must be authorized in writing for a specific position by RxSight’s Talent Acquisition department. Any resumes or candidate information submitted without such specific engagement will be considered unsolicited and the property of RxSight. No fees will be paid in the event a candidate is hired under these circumstances.
Salary $180,000 To $220,000 Per Year
Job Details
Seniority level: Director
Employment type: Full-time
Job function: Other
Industries: Medical Equipment Manufacturing
Referrals increase your chances of interviewing at RxSight, Inc. by 2x
Irvine, CA
#J-18808-Ljbffr
is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the world’s first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company’s mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.
The Director, Customer Support, will be responsible for leading and scaling the Customer Support functions for RxSight. This role is primarily responsible for the Quote to Cash processes and ensuring all aspects within this process are customer-focused and measured by Customer Satisfaction Surveys. The Director will oversee Customer Experience/Order Entry, Consignment Inventory, Sales Contracts, Service Contracts, and all associated processes. The role will govern the company’s key data integrity relating to all customer-facing activities and ensure each department drives to key performance indicators to maintain healthy operations. The Director will also be instrumental in CRM management and the continued growth of this platform in a global environment. The Director will develop and execute strategies to optimize customer utilization of its Light Adjustable Lens technology, positioning RxSight as a preferred company for our customers.
Essential Duties and Responsibilities
Develop and execute comprehensive customer support strategies that enhance customer experience.
Drive process improvement initiatives to improve efficiency and reduce response times.
Ensure all customer support activities comply with FDA regulations, ISO 13485, and company quality procedures.
Manage the company’s online ordering platform to ensure ease of use for customer order entry.
Grow the online ordering platform and identify opportunities and programs to increase utilization.
Develop and manage a specific set of actionable KPIs relating to order entry and order fulfillment processes tied to customer satisfaction.
Direct Contracts Administrative functions related to Customer Contracts, corporate contracts, volume pricing programs, and Time and Materials.
Coordinate new equipment installations (revenue and non-revenue) with direct interface to Field Service and Clinical Support.
Establish and manage Contracts and Pricing processes to support worldwide operations.
Develop and implement customer feedback programs (with Marketing) to identify trends and opportunities for product and process improvements (e.g., Net Promoter Score).
Manage revenue responsibility for Service Contracts and Time and Materials, including forecasting and planning.
Ensure Service Contract revenue and processes are managed to meet company expectations.
Required Knowledge, Skills And Abilities
Proven ability to build and scale customer support organizations in a regulated environment.
Experience with international (OUS) logistics and customer management.
Strong knowledge of complaint handling, service and customer experience functions.
Intermediate experience in Microsoft Office Word and Excel programs.
Data-driven mindset with proficiency in CRM, ERP, and analytics tools.
Process development skills.
Supervisory Responsibilities
The number of employees directed will vary based on annual budgets and actual need.
Education, Experience, And Training
Bachelor’s degree or equivalent along with 8+ years’ experience in a customer support environment, or a combination of education and experience.
Working experience in a Medical Device environment, preferably a Class III device.
Leadership experience with multiple department management.
Training to be completed per the training plan for this position as maintained in the document control system.
Training requirements on TRN-10007 Insider Trading Policy, TRN-10008 Global Anti-Bribery and Anti-Corruption Policy, and TRN-10009 Code of Business Conducts and Ethics must be completed within 30 days from the hiring date and on an annual basis.
Certificates, Licenses, Registrations
Project Management Professional (PMP) certification highly desirable.
Computer Skills
Proficiency with Customer Relationship Management (CRM) software. Proficient in Excel, Visio, MS Project, and Word. Knowledge of QAD Business System preferred.
Notice To Staffing Agencies And Search Firms RxSight does not accept unsolicited resumes or candidate submissions from staffing agencies or search firms for any employment opportunities. All agency engagements must be authorized in writing for a specific position by RxSight’s Talent Acquisition department. Any resumes or candidate information submitted without such specific engagement will be considered unsolicited and the property of RxSight. No fees will be paid in the event a candidate is hired under these circumstances.
Salary $180,000 To $220,000 Per Year
Job Details
Seniority level: Director
Employment type: Full-time
Job function: Other
Industries: Medical Equipment Manufacturing
Referrals increase your chances of interviewing at RxSight, Inc. by 2x
Irvine, CA
#J-18808-Ljbffr