Data Surveillance Assistant Manager - Remote
Workplace Flexibility: Field
Are you looking for a company that cares about people’s lives and health, including yours? Let’s inspire healthier lives, together.
Olympus, a leading medical technology company, has focused on making people’s lives better for over 100 years.
Our Purpose is to make people’s lives healthier, safer, and more fulfilling.
Our Core Values are reflected in all we do: Integrity – Empathy – Agility – Unity – Long-Term View
We deliver on our purpose and our core values by staying True to Life.
Job Description
The Data Surveillance Assistant Manager of Americas will be responsible and accountable for complaint triage, monitoring related to complaint intake accuracy, SLA touch points, and escalation, specific to the Americas region. In this role, the candidate will manage the day-to-day tasks to ensure appropriate documentation of all updates or new information in a customer inquiry and recording of manual transfers from specific local sources.
The candidate will be responsible for training, coaching and monitoring agent tasks to ensure process effectiveness. They will define skill levels needed for assessments of global inquiry into complaints and ensuring that the skill level is maintained to perform routine assignments while helping establish a culture for good documentation practices to ensure compliance with global medical device regulations.
The Data Surveillance Assistant Manager of Americas shall have direct accountability oversight of reporting on intake effectiveness via continuous improvement and cross functional collaboration with Olympus Market Quality and Service departments. Facilitate weekly, monthly, and quarterly business review with Olympus Triage Management.
Job Duties
- Collaborate with Olympus leadership teams to ensure that the service delivered is consistent and in accordance with response expectations across quality, compliance, and international regulations and standards such as FDA (21 CFR 820.198) Complaint handling and (21 CFR 803.3) MDR reporting and company goals.
- BPO teams daily performance monitoring, escalation handling, and first operational point of contact for assigned territory .
- Assignment of regional customer inquiries into dashboard queues in a timely manner.
- Weekly monitoring, summarize performance callout of agent KPIs to ensure agent training, quality, to ensure that Data Surveillance Americas team are efficient and effective.
- Communicate reporting summary with narrative to stakeholders to maintain SLA to meet or exceed industry standard as a global Center of Excellence.
- On the job trainer for Data Surveillance role.
- Conducting BPO agents and management focus groups to understand pain points, opportunities as well as promote best practices.
- The deployment, establishment, and maintenance of skills level by (re-)training team members.
- Assisting Global Triage team in the successful identification and resolution of quality issues associated with complaints.
- Supporting audits for outsourced processes (remote or onsite audits) and support with the overall Quality Assurance BPO program and any related initiatives.
- Contributing to process and documentation improvement by providing feedback based on agent and supervisor experience.
- Improving agent facing documentation by creating Internal Knowledge Base job aids as and if required.
- Participating in meetings with regional leadership
Job Qualifications
Required:
- BA/BS in Business, communications, or scientific discipline. Equivalent years of experience in the business operation field and or medical device.
- Minimum of 3-4 years of experience in leading customer service and/or complaint intake processes for a midsize to large scale global medical device manufacturer.
- International travel will be required
Preferred:
- Proficient understanding of medical device customer relationship management, including domestic and international medical device regulations which include complaint handling, and regulatory inspections.
- Technical and business expertise – Applies emerging knowledge and trends, builds strong relationships, contributes to expertise within and beyond the assigned area.
- Strong communication skills, expresses ideas fluently and logically, is open to input and can be depended on for truthfulness.
- Creates an atmosphere of openness and trust, collaborates, offers support and encouragement. Passionate about customer service excellence.
#LI-Remote
Why join Olympus?
Here, people matter—our health, our happiness, and our lives.
- Competitive salaries, annual bonus and 401(k)* with company match
- Comprehensive Medical, Dental, Visions coverage effective on start date
- 24/7 Employee Assistance Program
- Free virtual live and on-demand wellness classes
- Work-life balance supportive culture with hybrid and remote roles
- 12 Paid Holidays
- Educational Assistance
- Parental Leave and Adoption Assistance
- Volunteering and charitable donation match programs
- Diversity & Inclusion Programs including Colleague Affinity Networks
- On-Site Child Daycare, Café, Fitness Center**
- US Only
**Limited locations
We care about your health and financial well-being and offer the resources you need to feel vital, confident and ready for wherever life takes you. Learn more about our benefit offerings at https://www.olympusamerica.com/careers/benefits-perks.
The anticipated base pay range for this full-time position working at this location is $89,408.00 - $120,701.00 / year, plus potential for annual bonus (subject to plan eligibility and other requirements). Olympus considers a variety of factors when determining actual compensation for this position ncluding: level of experience, working location, and relevant education and certifications.
About us:
Our Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce costs, and enhance the quality of life for patients and their safety.
Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.
Olympus is dedicated to building a diverse, inclusive and authentic workplace
We recognize diversity in people, views and lifestyle choices and emphasize the importance of inclusion and mutual respect. We strive to continue to foster empathy and unity in the workplace so that our employees can fully contribute and thrive.
Let’s realize your potential, together.
Olympus requires all US new hires to be “fully vaccinated” against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.
It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.
Posting Notes: || United States (US) || Massachusetts (US-MA) || Westborough ||
By
Olympus
At Olympus we try to make the world a little better every day, and a healthier, safer and more fulfilling place for us all to live in. We offer motivated & results-driven people a place where they can make a difference. We give you the oppor...
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