Senior Manager, Customer Care Operations

About the role

The Senior Manager, Customer Care Operations leads the delivery of support services for users of Tandem’s insulin delivery systems. Working fully remote, you will oversee international customer care teams, ensure high‑quality assistance, and drive continuous improvement across the operation.

Key responsibilities

• Manage day‑to‑day customer care operations across multiple regions, including staffing, scheduling and performance monitoring.
• Develop, refine and implement operational processes, service standards and quality metrics.
• Analyze service data, track key performance indicators and lead initiatives to improve response times, issue resolution and customer satisfaction.
• Collaborate with Technical Support, Quality, Training and Regional Leadership to align care strategies with business and regulatory goals.
• Oversee budget planning, resource allocation and the selection/maintenance of CRM and ticketing tools.

Required profile

• Proven experience leading customer care or contact‑center operations, including workforce planning and performance optimization.
• Track record of building and improving service processes and metrics‑driven initiatives.
• Strong analytical mindset with ability to turn data into actionable decisions.
• Effective collaboration with cross‑functional product, technical and quality teams.
• Experience managing remote, geographically distributed teams.
• Bachelor’s degree in business, operations, healthcare administration or related field; advanced degree or certifications a plus.
• Background in medical devices, healthcare technology or other regulated industries is highly beneficial.

Required skills

• CRM and ticketing system expertise.
• Data analysis and reporting.

What we offer

• Opportunity to shape global customer support for a leading diabetes technology company.
• Fully remote work environment with flexible scheduling.
• Collaborative culture focused on innovation and patient outcomes.