Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.
Bringing out the best in people
As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.
Working at Dentsply Sirona you are able to:
Develop faster – with our commitment to the best professional development.
Perform better – as part of a high-performance, empowering culture.
Shape an industry – with a market leader that continues to drive innovation.
Make a difference -by helping improve oral health worldwide.
The Head of Customer and Technical Services is responsible for setting the vision for Dentsply Sirona’s customer service and technical service teams. The role will ensure cross-functional alignment and execution of strategic objectives to the wider commercial, customer and channel strategies. On a day to day basis, he/she will drive high performing Customer & Technical Service Centers that deliver outstanding customer experiences and business outcomes. He/She will have excellent people leadership skills with accountability for over 200 people based in multiple locations across North America. He/She will be directly responsible for the customer experience, process flow, and related activities to ensure services offered align with brand and regional stakeholder expectations. The key targets will include revenue delivery, customer satisfaction and loyalty, cost management and employee engagement.
KEY RESPONSIBILITIES
- Work with Stakeholders from across the business to align to the vision and targets for global channels and specifically how Contact Center Operations deliver to these targets
- Provide thought leadership and professional guidance in regard to Contact Centers, bringing in external market experience and competitor knowledge, ensuring that best practice and benchmarks are considered in decision making. Support trade-off decisions to maximize the impact of investment across multi-channel priorities
- Challenging the status quo to deliver step changes in customer experience through a strong external focus aligned with driving improvements in operational performance
- Translate the strategy into a practical sustainable operating plan and change agenda with a clearly defined target customer experience, operating model and people, process and technology ways of working
- Own the transformation program and drive through strategic initiatives and priorities, working collaboratively across the business, to deliver targets and plans to timescale
- On a day to day basis, lead Customer Service and Technical Support to deliver the target customer experience and, in turn, to achieve and exceed performance targets across all aspects of customer satisfaction, revenue quality, call handling, cost and employee engagement
- Oversee Customer Service and Technical Support, working collaboratively with the team to develop new processes in order to anticipate and respond to customer complaints, concerns, issues and recommend actions to be taken to ensure problems are corrected as necessary in order to enhance brand loyalty. On a day to day basis, act as an executive escalation point for highly sensitive and/or key client complaints
- Be a strong charismatic leader for the 200 people working in the Customer Service & Technical Support team; providing a motivating climate and culture for them to perform
DESIRED OUTCOMES
- Develop a strategy across customer service and technical services to enhance customer experience and increase revenue
- Coordinate activities across multiple sites to create one customer service experience
- Establish training programs and processes to build a world class team that achieves and exceeds quarterly metrics
IDEAL EXPERIENCE
Senior leadership experience in Contact Centers
Experience developing and executing high performing strategies and delivering outstanding world class performance results across multi-site customer service centers. Solid understanding of call center operations, systems, metrics, staffing models, technology. Ideally in medical device businesses.
Transformational change experience
Experience initiating, influencing and leading transformational change (people, systems and process) to enhance customer experience, setting short- and long-term goals in order to focus organization on commercial strategies.
Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.
If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com . Please be sure to include “Accommodation Request” in the subject.
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