{"id":4210846,"url":"https://alion.io/job/insulet-manager-customer-care","title":"Manager, Customer Care","company":{"id":5958,"name":"Insulet","domain":"insulet.com","url":"https://alion.io/company/insulet","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":33,"ghost_share":0,"stale_share":0.182,"repost_share":0.061,"time_to_fill_p50_days":32,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Acton, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":96200,"max":144350,"currency":"USD","period":"year","gross":null,"usd_annual":144350},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-11-12T00:00:00Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T00:56:55Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Summary\nThe Customer Care Manager will lead a team or teams of highly motivated customer care team members providing a world class experience to Insulet’s customers. The Customer Care Manager will manage the day to day contact center operations for the inbound and order processing team.The ideal candidate will have a demonstrated history of strong contact center operations, building and leading highly motivated teams in a fast paced FDA regulated environment. They must be an expert at analyzing contact center metrics and data and have a focus on identifying challenges and continuously implement process improvements in an effort to enhance the experience with interacting with our customers. Must excel at relationship building and partnering cross functionally across internal and external business partners. \n\nPosition Overview:\nThe Customer Care Manager will lead a team or teams of highly motivated customer care team members providing a world class experience to Insulet’s customers. The Customer Care Manager will manage the day to day contact center operations for the inbound and order processing team.\nThe ideal candidate will have a demonstrated history of strong contact center operations, building and leading highly motivated teams in a fast paced FDA regulated environment. They must be an expert at analyzing contact center metrics and data and have a focus on identifying challenges and continuously implement process improvements in an effort to enhance the experience with interacting with our customers. Must excel at relationship building and partnering cross functionally across internal and external business partners.\nResponsibilities\nManage day-to-day operations for the Customer Care team.\nRecruit, hire and train a team of customer care team members.\nLead and motivate the team to meet and exceed daily goals.\nProvide effective coaching and motivating and insightful feedback .\nLead the team to assure consistency of team quality audits and calibration of quality scoring within the team.\nIdentify and implement process improvements that enhance the customer experience.\nEnsures adherence to Regulatory, quality and accreditation standards.\nRequired Leadership/Interpersonal Skills & Behaviors\nProviding Motivational Support - The ability to enhance others' commitment to their work and leads by example.\nEmpowering Others - The ability to convey confidence in employees' ability to be successful, especially at challenging new tasks; delegating significant responsibility and authority; allowing employees freedom to decide how they will accomplish their goals and resolve issues.\nDeveloping Others - The ability to delegate responsibility and to work with others and coach them to develop their capabilities.\nManaging Performance - The ability to take responsibility for one's own or one's employees' performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.\nRequired Skills and Competencies\nEstablishing Focus - The ability to develop and communicate goals in support of the business' mission.\nAttention to Communication - The ability to ensure that information is passed on to others who should be kept informed.\nOther Highly Developed Skills / Competencies - Self-sufficient, Oral Communication, Written Communication, Fostering Teamwork, Flexibility, Managing Change, Thoroughness, Stress Management, Technical Expertise, Diagnostic Information Gathering, Analytical Thinking, Initiative, Customer Orientation, Entrepreneurial Orientation, Results Orientation, Decisiveness, Persuasive Communication, Building Collaborative Relationships, Forward Thinking, Interpersonal Awareness, Conceptual Thinking and Self Confidence.\nEducation and Experience\n5+ years of experience in a contact center environment.\nBachelor’s Degree and/or equivalent combination of education and experience.\nMust have a strong background in call center operations as well as reimbursement within the medical device industry that promotes best practices and standards including contact center metrics, workforce management, service quality management and knowledge management.\nCustomer Service experience in a medical or health related environment is preferred.\nKnowledge of diabetes and experience supporting customers with diabetes is preferred.\nExperience providing remote support, particularly in a regulated environment.\nExperience with Salesforce CRM preferred.\nPhysical Requirements\nRequires sitting and standing associated with a normal office environment.\nManual dexterity needed for using a calculator and computer keyboard.\nLightweight lifting may be required.\nReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nThis position may require occasional travel.\nAdditional Information:\n\nCompensation & Benefits:\n\nFor U.S.-based positions only, the annual base salary range for this role is $96,200.00 - $144,350.00\n\nThis position may also be eligible for incentive compensation.\n\nWe offer a comprehensive benefits package, including:\n• Medical, dental, and vision insurance\n• 401(k) with company match\n• Paid time off (PTO)\n• And additional employee wellness programs\n\nApplication Details:\nThis job posting will remain open until the position is filled.\nTo apply, please visit the Insulet Careers site and submit your application online.\n\nActual pay depends on skills, experience, and education.Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.\nWe are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!\nAt Insulet Corporation all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.\n(Know Your Rights)","description_format":"text","description_chars":7017,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Vision insurance","Wellness"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Diabetes Devices"],"lifecycle":[{"event":"open","at":"2026-11-13T00:56:55Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 37 · green card filings: 17","filings_12m":37,"filings_prev_12m":51,"green_card_filings_12m":17,"median_offered_wage_usd":152778,"route":null,"cap_exempt":false,"checked_at":"2026-11-12T07:36:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":32,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-11-13T02:00:24Z"},"pay":{"stated_usd_annual":144350,"is_top_pay":true},"html_url":"https://alion.io/job/insulet-manager-customer-care","json_url":"https://alion.io/job/insulet-manager-customer-care.json","meta":{"generated_at":"2026-11-13T02:00:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4189,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5958},"rest":"https://alion.io/mcp/rest/get_company?id=5958"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finsulet-manager-customer-care"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finsulet-manager-customer-care"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finsulet-manager-customer-care"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/insulet-manager-customer-care\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finsulet-manager-customer-care"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4210846}},{"tool":"search_jobs","arguments":{"company":"insulet.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4210846},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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