Customer Service Manager - Bi-Lingual Spanish

This is a hybrid role located at our RTP, NC office. Bi-Lingual in Spanish is required.

Summary:

Direct responsibility for designing, managing, and maintaining customer success solutions to drive retention, reduce churn, and increase satisfaction. Possess a customer-centric mindset with a solid background in customer research and experience design. Oversee the design, implementation, and management of processes to ensure a consistent donor experience across Biomat USA plasma centers.

Primary Responsibilities:

• Develop and implement customer service standard guidelines and policies to enhance satisfaction and key metrics across all platforms
• Collaborate with teams such as Operations, Public Affairs, Quality, and Marketing to address issues impacting the customer experience
• Lead and support customer care, focusing on training, performance management, and aligning team goals with business objectives to improve service quality
• Record, track, and provide solutions for tickets from Donor centers and Donors (license management, account merge, complaints, etc.).
• Represent customer needs in cross-departmental discussions and advocate for personalized, customer-focused service experiences
• Use customer feedback to influence decision-making and operational improvements. Provide guidance to support improvement initiatives and to help drive change.
• Manage the customer care department's budget and identify opportunities to optimize costs while maintaining high service quality, ensuring cost-effective operations
• Stay updated on industry trends and emerging technologies, preparing customer care operations for growth and scalability during peak periods or geographic expansion. Provide guidance to support improvement initiatives and to help drive change
• Partners with the Donor Technology Team to enhance service delivery
• Understand and comply with regulatory requirements for the plasma industry

Additional Responsibilities:

• Collaborates with colleagues and cross-functional groups on projects and strategies to reach operational targets.

Knowledge, Skills, and Abilities:

• Customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum
• Has a strong background in customer research and analytics techniques, process improvement, human-centered design and performance management
• Proficiency in Salesforce Service Cloud, including case management, workflows, and reporting
• Ability to configure dashboards and track KPIs using Salesforce
• Ability to create long-term strategies for scaling operations during peak periods or geographic expansion
• Strong problem-solving and decision-making capabilities
• This individual has proven ability to manage diverse efforts’ synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset
• Possess excellent interpersonal skills, great listener, storyteller, written and oral communication skills, and ability to interact and collaborate with culturally diverse stakeholders
• Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals
• Managing other people and overseeing large projects. Proven ability to lead, train, and mentor customer service teams
• Spanish speaking is a must

Education and Experience:

• BS Degree in Business Administration, Marketing or Communications
• Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements. Example: If a job level requires a Bachelor’s degree plus 4 years of experience, an equivalency could include 8 years of experience, an Associate’s degree with 6 years of experience, or a Master’s degree with 2 years of experience
• Minimum 5 years working experience focusing on customer-management roles previously, such as voice of customer, experience design, customer care, customer intelligence, customer loyalty
• Minimum of 3 years working experience with Salesforce Sales and Service Clouds
• Comfortable presenting to C-level and senior leadership teams

Occupational Demands:

Work is performed in an office environment. Exposure to biological fluids with potential exposure to infectious organisms could be present when visiting plasma donation centers. Exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 35lbs. Occasional international or U.S. travel required.