Customer Service Manager

Description

RxSight® is an ophthalmic medical technology corporation headquartered in Aliso Viejo, California that has commercialized the world’s first and only adjustable intraocular lens (IOL) that is customized after cataract surgery. The company’s mission is to revolutionize the premium cataract surgery experience by allowing surgeons to partner with their patients to achieve optimized results for every unique eye.

OVERVIEW:

The Customer Service Manager leads RxSight's combined Customer Service team, which handles customer service and consignment inventory for U.S. and international customers. The team is organized by region (East and West) to align with the field, with specialty support for international customers, cycle counts, onboarding and expiring inventory.

The Manager owns the team's service, inventory accuracy and revenue-protection results, builds and develops the team, and serves as the primary operational partner to commercial and field leadership. This role sets the standards, metrics and processes that give every account a single, accountable owner from onboarding through ongoing support.

Requirements

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Leadership & Team Development

• •Lead, hire and develop Team Leads, Customer Service Specialists and specialty support staff.
• •Set team goals and expectations; conduct performance reviews, coaching and development planning.
• •Own the Specialist I/II career path and the cross-training certification program for customer service and consignment.
• •Manage workforce planning, regional coverage and workload balance.

Customer & Field Partnership

• •Serve as the primary operational partner to commercial leadership and Area Sales Directors.
• •Align the service model to field needs; establish regular check-ins with field leadership.
• •Own resolution of escalated customer, field and inventory issues.
• •Gather and act on customer and field feedback to improve the customer experience.

Consignment & Revenue Protection

• •Own consignment inventory accuracy, including the cycle count program and discrepancy resolution.
• •Manage expiring and aged inventory, refreshes and pullbacks in partnership with field and Supply Chain.
• •Ensure timely, accurate PRC and usage processing to support revenue recognition; partner with Finance.
• •Ensure compliance with consignment agreements, inventory policies, audit and quality requirements.

Operations & Performance

• •Define and report service and inventory metrics (for example response time, order accuracy, PRC cycle time, inventory accuracy and expired inventory value).
• •Lead process improvement; maintain SOPs, standard work and training materials.
• •Define system and reporting requirements for QAD, Salesforce and Power BI with Sales Operations and IT.
• •Coordinate onboarding and LDD installation logistics with Commercial Operations, Warehouse and field teams.
• •Manage department staffing plans and expenses within budget.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• •Proven ability to build, lead and develop high-performing customer-facing teams.
• •Deep knowledge of customer service operations and consignment inventory management.
• •Strong analytical skills; ability to define metrics and act on data.
• •Excellent communication and relationship skills with field leadership, customers and executives.
• •Process improvement mindset; working knowledge of Lean or similar methods.
• •Ability to manage multiple priorities and lead through change.

SUPERVISORY RESPONSIBILITIES:

• •Directly manages Customer Service Team Leads and specialty support leads; indirectly manages Customer Service Specialists.
• •Responsible for hiring, onboarding, performance management, development and staffing decisions for the team.

EDUCATION, EXPERIENCE, and TRAINING:

• •Bachelor's degree, or equivalent combination of education and experience.
• •7+ years in customer service, customer operations or inventory operations, including 3+ years of people management.
• •Medical device consignment inventory experience strongly preferred; regulated industry experience preferred.
• •Training to be completed per the training plan for this position as maintained in the document control system. TRN-10007 Insider Trading Policy, TRN-10008 Global Anti-Bribery and Anti-Corruption Policy and TRN-10009 Code of Business Conduct and Ethics must be completed within 30 days of hire.

COMPUTER SKILLS:

• •Microsoft Office Suite, including advanced Excel.
• •ERP (QAD preferred) and CRM (Salesforce preferred).
• •Power BI, Smartsheet, Microsoft Teams and SharePoint.

Note: The Company utilizes the multi-skill concept and expects the employee to perform other job disciplines Nothing in this job specification restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.

Notice to Staffing Agencies and Search Firms:

RxSight does not accept unsolicited resumes or candidate submissions from staffing agencies or search firms for any employment opportunities. All agency engagements must be authorized in writing for a specific position by RxSight’s Talent Acquisition department. Any resumes or candidate information submitted without such specific engagement will be considered unsolicited and the property of RxSight. No fees will be paid in the event a candidate is hired under these circumstances.