- Company Name
- Smith+Nephew
- Job Title
- Director, Global Customer Care, US
- Job Description
-
Job Title
Director, Global Customer Care, US
Role Summary
Lead the end‑to‑end “Bill Only” revenue process for a $1 B+ portfolio of post‑procedure billing transactions across consigned and trunk stock inventory used in surgical settings. Manage a globally distributed team (India, Costa Rica, US), drive operational excellence, stakeholder alignment, and accurate, timely revenue recognition within SAP, Salesforce, and Power BI ecosystems.
Expactations
- Own and continuously optimize the “Bill Only” workflow for medical products billing post‑use.
- Align with field sales, hospital staff, and internal stakeholders to capture accurate invoicing data.
- Oversee PO collection, invoicing, and dispute resolution to meet compliance and financial targets.
- Deliver timely dashboards and reports to senior leadership and resolve bottlenecks with Commercial, Finance, Pricing, and Supply Chain teams.
- Institute industry‑leading practices, automation, and documentation precision (lot/serial tracking).
- Standardize global processes while respecting regional regulatory requirements.
Key Responsibilities
- Lead global successful execution of the Bill Only revenue process.
- Manage operational KPIs: Open Orders to Sales %, Bill Only automation adoption, avg. handling time, issue resolution turnaround, contact center adoption.
- Drive proactive controls to reduce invoicing delays, mismatches, or disputes.
- Serve as primary point of contact for revenue reporting and dashboard delivery.
- Partner with Commercial Leadership, Finance, Pricing, Supply Chain, IT, and process excellence teams to resolve bottlenecks and streamline billing experience.
- Facilitate regular business reviews with VPs, AVPs, directors of sales.
- Innovate and implement automation solutions to enhance scalability and reduce manual work.
- Lead, coach, and develop high‑performing multi‑regional teams, foster accountability, agility, continuous improvement.
Required Skills
- 12‑15+ years in Customer Care, Order‑to‑Cash or Revenue Operations.
- Deep knowledge of consignment and surgical inventory workflows.
- Proven success in large‑scale, multi‑region operations and transformational change.
- Technical proficiency: SAP ERP, Salesforce CRM, Power BI reporting.
- Strong influencing, stakeholder management, and communication skills at VP/Executive level.
- Leadership experience managing diverse global teams.
- Process standardization, automation, and documentation expertise.
Required Education & Certifications
- Bachelor’s degree (minimum).
- MBA or equivalent advanced degree preferred.
- Background in Medical Devices, Healthcare, or Life Sciences strongly preferred.