Cochlear

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Director Recipient Customer Service Operations

Position Spotlight:

• 10+ years of relevant business leadership experience with direct team management responsibility
• Working knowledge of commercial and government insurance services related to the medical device industry
• Progressive and expanding management experience in leading teams within customer service, business operations, or customer service‐oriented environment
• Proven track record of applying the principles of customer service and process improvement methodologies

Position will close to applications on July 21, 2025.

About the role

Cochlear is helping people hear, and be heard, all over the world. Come be a part of our amazing mission and join the number one most trustworthy company in the healthcare industry as recognized by Newsweek in its 2024 rankings of the World's Most Trustworthy Companies! We are hiring for a Director, Recipient Customer Service, a role requiring a strong commitment to operational excellence and customer satisfaction. In this role, you will be based in our Americas head office in Lone Tree, CO.

The Director, Recipient Customer Service is a results-oriented, people-focused leader dedicated to delivering an optimal customer experience within Cochlear’s customer service offering across North America. This role collaborates with global and regional cross-functional leaders to drive customer experience initiatives that promote consistency, streamline operations, and enhance service quality. The position is dedicated to improving the ease of service for customers and employees through process simplification and operational optimization.

Responsible for leading the strategy and execution of both upstream and downstream customer experience initiatives across North America, this leader oversees people managers supporting frontline teams in areas such as in- and out-of-warranty support, service level performance, operations analysis, order management, and continuous improvement.

With a strong commitment to operational excellence and customer satisfaction, the Director ensures alignment of global and regional service processes, manages change initiatives, and leads key activities including KPI development, user acceptance testing, and performance tracking to deliver high-impact, reliable service outcomes.

Key Responsibilities

• Act as a strategic business partner with regional and global customer service people leaders and subject matter experts to implement changes to improve the customer service delivery experience across in and out of warranty delivery channels.
• Develop and monitor SLAs, KPIs, and other relevant insights, regularly present data to North American Executive Team and additional Global Leaders
• Lead people leaders that oversee in and out of warranty customer service support functions including product support / troubleshooting, operations analysis, data quality, configuration management, UAT, upgrade and order management/, and continuous improvement that deliver services and work product across customer experience, reimbursement operations, and supply chain.
• Manage the telephony call center application including overall performance, routing enhancements, call segmentation, roadmap development to deliver planned service levels.
• Drive and shift routine, high‐volume back-office work global shared services through leveraging business process outsourcing.

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

• Bachelor’s degree in business management, or applicable field. Master’s degree in applicable field preferred.
• Process Improvement certification preferred or proven experience in this discipline.
• 10+ years of experience leading teams with direct team management responsibility
• Working knowledge of commercial and government insurance services related to a medical device company.
• Progressive and expanding management experience in leading teams within customer service, business operations, or customer service‐oriented environment.
• Proven track record of applying the principles of customer service and process improvement methodologies
• Proven track record of proactively disrupting the status quo in a positive way and continuously elevating the customer and team member experience through process
• Demonstrated success in leading a group of subject matter experts and people leaders within a diverse combination of disciplines that support the daily operations of the business.
• Emphasis on people management to motivate and structure a positive working environment in order to mitigate turnover, maintain productivity, quality expectations, drive a connection / relationship with all levels of staff.
• Ability to take ownership of opportunities for improvement and bring them to resolution creating customer advocates
• VISA ELIGIBILITY
  • The selected candidate must be legally authorized to work in the United States
  • Must possess work rights in the United States to be considered.

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Pay Range in the United States: $165,000 - $180,000 per year based upon experience, as well as an annual bonus opportunity of 20% of base salary. Exact compensation may vary based on skills, experience, and location.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. 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 and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. May be asked to occasionally transport/move up to 30 pounds, depending on the position. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures and processes to customers (whether internal or external). Influence, organization/classification of information and planning are also required.

The work environment is an office and home office environment; these are representative of the environment an individual may encounter while performing the essential functions of this job.

Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at www.cochlear.us/careers to learn more.

Cochlear Americas is an Equal Opportunity Employer. We will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.