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Business Excellence Manager

Gentuity, LLCSudbury, MA, US

30+ days ago

Job type

Full-time

Job description

SUMMARY OF PRIMARY DUTIES AND RESPONSIBILITIES :

Customer Service & Client Experience

Champion best-in-class customer service practices to ensure timely, accurate, and professional support to clients.
Monitor and improve customer service KPIs (e.g., response time, order accuracy, issue resolution).
Resolve complex client issues and escalations in collaboration with internal teams (e.g., logistics, quality, tech support).
Gather and analyze client feedback to drive improvements in service delivery and client satisfaction.

Sales Team Support

Function as a key liaison between the sales team and operations to streamline order fulfillment, installations, and client onboarding.

Develop and implement tools, resources, and processes to enhance sales rep efficiency and effectiveness.

Partner with sales leadership to identify service gaps and remove friction from the rep-client interface.

Provide training or documentation to support sales on CRM, order systems, or service workflows.

Process Improvement & Business Excellence

Lead cross-functional projects aimed at improving commercial operations, especially those impacting customer and sales interactions.

Analyze data to identify trends, inefficiencies, and opportunities for automation or redesign.

Drive standardization and scalability of key service processes across regions and products.

Collaborate with IT, Quality, and Supply Chain to ensure end-to-end service excellence.

Metrics & Reporting

Define and report on operational KPIs related to customer service and sales support.

Prepare dashboards and presentations for senior leadership to drive informed decision-making.

Monitor SLA compliance and suggest corrective actions where needed.

Other duties as assigned.

EXPERIENCE / SKILL REQUIREMENTS :

5+ years of experience in customer service, business operations, or commercial excellence within a medical device, pharma, or healthcare setting.

Experience supporting or partnering with sales teams and customer-facing functions.

Strong knowledge of CRM systems (e.g., Salesforce), ERP systems (e.g., SAP, Oracle), and analytics tools (e.g., Power BI, Excel).

Demonstrated success in process improvement, project management, and cross-functional collaboration.

Excellent communication, problem-solving, and stakeholder management skills.

Preferred Skills :

Familiarity with medical device regulations and service quality standards.

Proven ability to influence without authority in a matrixed environment.

EDUCATIONAL REQUIREMENTS :

Bachelor's degree in business, Life Sciences, Engineering, or related field

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Excellence Manager • Sudbury, MA, US

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