Customer Operations Manager

ABOUT ORGANOX:

OrganOx is an innovative, fast-paced, global medical device company with a mission to save lives by making every donated organ count. We are a commercial stage organ technology company, spun out of the University of Oxford in 2008, committed to improving transplantation outcomes throughout the world. The company's first product, the OrganOx metra® normothermic machine perfusion (NMP) system for liver transplantation, has been used to support more than 5,000 liver transplant operations globally.

Position Summary

The Customer Operations Manager (COM) is the central point of contact and advocate within OrganOx for our new customers. The COM is responsible for the initial onboarding of new customers, in partnership with the Sales and other cross-functional teams, to ensure a smooth, world-class customer experience. In addition, the COM will maintain a close support relationship with the new customer following the completion of onboarding. The role requires an individual with a focused customer success background and project management competency.

This is a full time, in office role located at OrganOx's US headquarters in Madison, NJ.

Listed below are the major responsibilities of the role and a brief description of some of the key tasks to be performed. This list is not totally inclusive, and the person will be expected to complete tasks reasonably requested by the Director of Operations, North America.

Major Responsibilities

Project Manage new customer onboarding which includes managing the customer needs to recruit specified resources, obtain specific drug products, acquire supporting equipment and operational space, schedule staff training, working closely with the Sales Territory Manager and hospital staff to meet all needs throughout the process while achieving a high-level of customer engagement

Partner with the Sales Territory Manager to coordinate new device deployments as well act as the primary customer contact to manage OrganOx loaner devices

Coordinate device maintenance and service with the customer and OrganOx cross-functional teams and provide updates to the customer as needed

Understand customer needs to build and maintain strong, long-lasting relationship

Lead a customer operations team and develop strategies and deploy initiatives to improve customer engagement and the customer onboarding process

Develop and monitor Customer key performance indicators (KPIs) to anticipate risks and opportunities, address them proactively, and report internally to Senior Management

Coordinate education and training opportunities as needed

Manage customer interactions and be available to meet the customer needs as required

This role may require travel up to 10% travel

Adhere to the letter and spirit of OrganOx's Code of Conduct and all other company policies

Requirements

Skills and Experience (Preferred)

Excellent communication (written and spoken) and interpersonal skills; professional

Strong organizational, project management and cross-functional collaboration skills

Ability to build strong relationships with stakeholders at all levels

Strong problem-solving skills and the ability to navigate complex customer environments

Familiarization with Hospital (EMR) Electronic Medical Records, Pharmacy, Laboratory, and Clinical staff

Strong work ethic and ability to work efficiently in autonomy

Experience using analytical, sales, and productivity tools including SAP, Microsoft Excel, Microsoft OneNote, Microsoft PowerPoint, and Microsoft SharePoint

Qualifications

Bachelor's degree or equivalent work experience

5+ years' experience in customer operations, Account Manager or similar role

Clinical hospital setting experience required preferably in organ procurement or transplant

Proven track record of managing and growing customer relationships with an expanding customer base

Ability to lift, push or pull up to 50 pounds

#LI-Onsite

A job description does not imply that the duties stated are the only ones to be performed by the job holder. Postholders will be required to follow any other job-related instruction as reasonably requested by their line manager or their designate.

Benefits

The Pay Range for this position is $120,000 - $130,000 annually, with a 10% target annual bonus and benefits.

At OrganOx, we value innovation, evidence, integrity, teamwork, respect, and passion. We offer competitive compensation and comprehensive benefits, including healthcare and retirement plans. We support work-life balance and provide opportunities for ongoing professional development.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by law.