Job Summary

Job Description

Plan and direct all aspects of the organization’s customer service policies, objectives, and initiatives. Responsible for carrying out strategic vision for two or more service groups throughout multiple locations. Develop and implement strategic plans based on company goals to support sales growth and increase customer satisfaction. Ensures decisions are aligned with strategic vision.

Responsibilities

• Strategic Planning & Execution

• Develops and implements operational strategies

• Drives process innovation and continuous improvement

• Aligns operations with business goals and customer satisfaction

Team Leadership & Culture

• Typically manages through Director level employees

• Leads large, multi-functional teams

• Mentors and develops talent

• Fosters inclusive, mission-driven cultures

Technology & Platform Optimization

• Implements and manages CCaaS platforms (e.g., NICE CXone, RingCentral, Five9, Genesys, AWS Connect)

• Leverages Omnichannel tools (voice, chat, text, AI assistants)

• Drives automation and digital transformation

Performance & Financial Management

• Manages budgets, forecasting, expenses, and P&L accountability; implements cost saving measures where appropriate

• Monitors KPIs, dashboards, and scorecards

• Ensures compliance and service level achievement

Stakeholder Engagement

• Interfaces regularly with internal stakeholders including, but not limited to, Sales, Marketing, and Operations Executive Leadership.

• Presents to C-suite and executive audiences

• Manages vendor relationships

• Ensures that good customer relations are maintained and customer claims and complaints are resolved fairly and effectively, and in accordance with consumer law.

• Influences cross-functional teams and organizational change

Requirements

Education:

• Bachelor’s Degree required.

• Master’s degree (MBA, MHA, or related) preferred

Work Experience

• At least 10 years of customer service experience, with 7-10 years of direct management experience.

• At least 3 years in senior leadership role.

• At least 10 years of experience developing strategic initiatives which align with business goals and budget.

• At least 10 years of experience directly managing people including hiring, developing, motivating, and directing people as they work.

Knowledge / Skills / Abilities

• Deep knowledge of CCaaS and CRM platforms.

• Experience with omnichannel environments and automation.

• Strong analytical and strategic thinking skills.

• Ability to lead change and influence culture.

• Executive presence and presentation skills.

• Experience identifying operational issues, recommending, and implementing strategies to resolve problems.

• Experience influencing and motivating others to drive results in a multi-location and matrixed environment.

• Experience analyzing and reporting data to identify issues, trends, or exceptions to drive improvement of results and find solutions.

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.

We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.