Senior Director, Customer Care

The Senior Director, Customer Care is responsible for leading Sequel's customer support strategy and operations, ensuring an exceptional customer experience while optimizing efficiency, controlling costs, and building a scalable service model for future growth. As the senior-most leader of the Customer Care function, this role oversees customer interactions across phone, email, chat, and emerging digital channels, driving operational excellence, customer satisfaction, and business performance.

This leader translates business priorities into scalable customer support strategies, operating models, and continuous improvement initiatives that enable sustainable growth. The Senior Director will leverage customer insights, service data, operational metrics, and market trends to identify opportunities, solve complex problems, and proactively recommend innovative solutions that improve both the customer experience and business performance.

This individual must possess the judgment to build for today's needs while architecting an organization capable of supporting future growth. The Senior Director will define what an efficient Customer Care team looks like and continuously measure the team’s results against that model. The ideal candidate is an analytical, forward-thinking leader who understands how to drive efficiency, optimize resources, and thoughtfully scale people, processes, and technology without overbuilding.

Job Responsibilities and Essential Duties

Strategic Leadership & Customer Experience

• Define and execute the short- and long-term vision, strategy, and operating model for Sequel's Contact Center, which includes clinical and technical product support.
• Direct and mentor a team of Customer Care leaders while building leadership capabilities, organizational effectiveness, and succession pipelines.
• Translate customer insights, service performance data, business priorities, and market trends into strategic initiatives that improve customer outcomes and strengthen organizational performance.
• Collaborate with senior leaders across the organization to align customer support priorities with broader business objectives.
• Build and maintain strong, collaborative relationships with Sequel's Manufacturer of Record and Quality organization to ensure the effective, compliant management of customer product complaints. Drive cross-functional accountability for complaint investigation, resolution, and continuous improvement activities while maintaining adherence to FDA regulations and quality system requirements.
• Champion a customer-centric culture focused on exceptional service, accountability, innovation, and continuous improvement.
• Develop and monitor customer experience and operational KPIs, ensuring performance goals are achieved while identifying opportunities for ongoing optimization.

Operational Excellence & Continuous Improvement

• Provide strategic oversight of Customer Care operations, ensuring the organization delivers exceptional service, operational excellence, and sustainable cost efficiency through data-driven decision-making and continuous improvement.
• Champion initiatives that enhance customer experience, optimize processes and resources, manage operational risk, and support compliance with regulatory, quality, and company requirements.

Technology & Innovation

• Provide strategic leadership for CRM platforms, workforce optimization tools, knowledge management systems, conversational AI, automation solutions, and other omnichannel customer engagement technologies.
• Lead the evaluation, selection, implementation, and adoption of technology solutions that enhance customer experience, improve operational effectiveness, and support future growth.
• Partner with cross-functional stakeholders to leverage technology and data analytics to drive measurable business outcomes and scalable operations.
• Stay informed of industry trends and emerging technologies, bringing forward innovative ideas and best practices that position Sequel for long-term success.

Organizational Development & Talent Leadership

• Build, lead, mentor, and develop a high-performing team, fostering a culture of transparency, collaboration, accountability, and excellence.
• Develop leadership capabilities within the organization and provide coaching to managers and emerging leaders.
• Partner with the People & Culture team to create career paths, succession plans, leadership development programs, and talent strategies that support organizational growth.
• Develop and execute workforce planning, capacity management, and staffing strategies that balance efficiency with future scalability.

Financial & Business Partnership

• Manage departmental budget and resources effectively, ensuring investments align with business objectives and deliver measurable value.
• Leverage customer, operational, and financial data to identify trends, develop strategic recommendations, and present actionable insights, business cases, and performance updates to senior leadership, executive teams, and Board-level audiences.
• Maintain a strong understanding of healthcare reimbursement, payer environments, and customer access considerations to inform operational and service strategies.

Minimum Requirements (Education and Experience):

• Bachelor’s degree in Business Administration, Operations, or a related field, or equivalent combination of education and experience.
• 12+ years of progressive leadership experience in customer care, customer service, contact center operations, or customer experience management.
• Demonstrated success building, leading, and scaling customer support organizations in high-growth, fast-paced, or startup environments.
• Significant experience leading customer care or call center teams within an FDA-regulated industry, including medical device, pharmaceutical, biotechnology, or healthcare organizations.

Required Knowledge, Skills and Abilities:

• Demonstrated ability to leverage customer insights, operational and business data to develop and execute strategic initiatives, including process improvement, automation, AI-enabled technologies, and digital transformation efforts that enhance customer experience, improve efficiency, contain costs, and deliver measurable business outcomes.
• Strategic thinker with strong analytical and problem-solving capabilities, able to translate complex data and business challenges into actionable recommendations that balance short-term priorities with long-term growth objectives.
• Experience leading and developing managers and building high-performing teams and cultures.
• Demonstrated success influencing cross-functional stakeholders and senior leaders in complex organizational settings.
• Strong financial acumen with experience managing budgets, forecasting resources, and optimizing operational investments.
• Deep understanding of customer care operations, workforce management, performance metrics, and contact center best practices, with experience utilizing CRM and customer engagement platforms (Salesforce preferred) to optimize customer experience, operational efficiency, and business performance.
• Innovative mindset with a passion for leveraging data, technology, and process improvements to enhance customer experiences and business performance.
• Understanding of healthcare reimbursement, payer coverage, and patient support services environments preferred.
• Able and willing to work onsite in either Sequel’s Marlborough, MA or Manchester, NH office on a regular basis (1-2x/week) and travel domestically as needed.