Director, Global Customer Care, US

Life Unlimited

At Smith+Nephew we design and manufacture technology that takes the limits off living. The Director, Global Customer Care for the US will manage our Revenue Operations & Order Management function, with a primary focus on the "Bill Only" Process. This role is pivotal in managing a $1 Billion + portfolio of post-procedure billing transactions across consigned and trunk stock inventory used in surgical settings. The Director will lead a globally distributed team across India, Costa Rica, and the US, driving process excellence, cross-functional alignment, and accurate, timely revenue recognition.

What will you be doing?

• Lead the End-to-End "Bill Only" Revenue Process
• Own and optimize the Bill Only workflow, where medical products are billed only after their use in surgical procedures.
• Ensure alignment with field sales teams, hospital staff, and internal stakeholders to capture and process accurate invoicing.
• Oversee creation of PO Collection based on actual usage reports, and ensure timely, compliant invoicing to hospitals or healthcare providers.
• Operational Excellence & KPI Management
• Drive key operational metrics such as : % Open Orders to Sales, Bill Only Automation Adoption, Maintaining Desired Average Handling Time, Issue Resolution Turnaround, Contact Center Adoption, Implement proactive controls to minimize invoicing delays, mismatches, or disputes due to incomplete or inaccurate usage or pricing.
• Stakeholder Communication & Reporting
• Serve as the primary point of contact for Revenue Operations reporting, delivering timely and insightful dashboards to leadership.
• Partner with Commercial Leadership, Commercial Finance & Reporting, Pricing, and Supply Chain teams to resolve bottlenecks, ensure inventory traceability, and streamline the customer billing experience.
• Facilitate regular business reviews and communication forums with stakeholders across VPs, AVPs and DOS's
• Process Innovation & Industry Best Practice
• Introduce and institutionalize industry-leading practices for Bill Only order processing and revenue recognition.
• Lead initiatives to enhance automation, improve documentation accuracy (e.g., lot / serial tracking), and integrate systems supporting field and customer-facing teams.
• Collaborate with IT and process excellence teams to reduce manual dependencies and drive scalability.
• Global Team Leadership
• Manage and develop high-performing teams in India, Costa Rica, and the US, fostering a culture of accountability, agility, and continuous improvement.
• Provide clear direction, performance goals, and career development support.
• Drive global process standardization while respecting regional compliance and regulatory requirements.

What will you need to be successful?

Bachelor's degree required; MBA or equivalent advanced degree preferred

1215+ years in Customer Care, Order-to-Cash, or Revenue Operations

Background in Medical Devices, Healthcare, or Life Sciences strongly preferred.

Proven experience managing large-scale, multi-region operations and transformational change.

Technical Proficiency : Strong command of ERP (SAP), CRM (Salesforce), and reporting tools (Power BI).

Deep understanding of consignment and surgical inventory workflows.

Leadership & Communication : Demonstrated ability to lead diverse global teams.

Strong influencing, stakeholder management, and communication skills at VP / Executive levels.

You Unlimited.

Smith+Nephew provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.