Director of Customer Care - Sarnova - Military veterans preferred

Position Title: Director of Customer Care - Sarnova

Req ID: 5111

Location: Dublin, Ohio

Job Description

The Director of Customer Care will lead and oversee the customer service operations for Sarnova’s three business units: Tri-anim, Cardio Partners, and Bound Tree. With a focus on delivering white-glove service, the Director will develop and implement strategies to optimize team performance, enhance customer satisfaction, and align customer care operations with organizational objectives.

Sarnova is the leading national specialty distributor of health care products in Emergency Medical Services (EMS) and Respiratory Markets and is the industry leader in Revenue Cycle Management within Emergency Medical Services (EMS). The company operates through several market-leading companies including Tri-anim Health Services, the largest specialty distributor of respiratory products, Bound Tree Medical, the largest supplier of EMS products, and Cardio Partners, a full Sudden Cardiac Arrest Solution provider, and Digitech, the leader in EMS revenue cycle management.

Office Schedule: M-Th Dublin office based, Friday remote

Organizational Impact:

The Director of Customer Care is pivotal in driving customer satisfaction and loyalty by leading a high-performing team dedicated to delivering exceptional service across Sarnova’s business units. This role ensures operational efficiency in the call center while fostering a culture of excellence and collaboration. By aligning customer care strategies with organizational goals, the position strengthens the company’s market position and contributes to its long-term success.

Essential Duties and Responsibilities:

• Provide strategic leadership and day-to-day management of the customer service teams across Tri-anim, Cardio Partners, and Bound Tree business units
• Develop and implement operational strategies to optimize efficiency, customer satisfaction, and team performance
• Ensure delivery of white-glove customer service by monitoring team performance, identifying areas for improvement, and implementing training and development initiatives
• Collaborate with internal stakeholders, including sales, supply chain, and operations, to align customer care processes with broader organizational goals
• Analyze customer service metrics, provide insights, and develop action plans to improve service levels, response times, and overall customer experience
• Lead initiatives to enhance customer care technologies and processes, ensuring scalability and adaptability to business growth
• Implement AI technologies with the purpose of increasing efficiency and improving customer experience
• Manage and mentor up to five direct reports, providing guidance, performance feedback, and career development opportunities
• Assign tasks, manage workloads and provide clear direction to team members
• Foster a positive work environment and resolve conflicts
• Set performance goals, conduct reviews and provide constructive feedback
• Mentor and train employees to enhance their skills and career growth
• Collaborate with the recruitment team to identify, interview, and select top talent
• Foster a positive, collaborative work environment and resolve escalated customer concerns with professionalism and efficiency
• Ensure compliance with company policies and standards, maintaining operational excellence in a call center environment
• Manage resources efficiently, ensuring quality standards are met

Skills/Experience Required:

• Education: Bachelor’s degree in business administration, management, or a related field
• Minimum of 10 years of progressive experience in customer care management, including at least 5 years in a call center environment
• Experience designing, implementing and leading process improvement and change initiatives
• Ability to maintain a high degree of motivation in team members to retain focus on providing the highest levels of customer satisfaction
• Ability to multi-task and meet deadlines within a fast paced, changing environment
• Ability to clearly articulate direction and inspire the team to work towards a common goal
• Results-oriented, self-motivated individual who can work in a team environment, as well as make independent decisions
• Experience developing, documenting and implementing processes and procedures
• Strong communication and interpersonal skills with the ability communicate and influence across functions and at all levels
• Proficient with Microsoft suite of products
• Ability to calmly and effectively diffuse difficult situations via telephone/email
• Ability to motivate, manage and communication effectively with a team
• Critical thinking and analytical skills to solve problems efficiently
• Ability to adapt to changing environments and handle multiple tasks
• Strong sense of ethics, confidentiality and integrity
• Medical Industry experience a plus but not required

Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.

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