{"id":1949242,"url":"https://alion.io/job/smithnephew-sr-associate-global-customer-care","title":"Sr. Associate, Global Customer Care","company":{"id":1768800,"name":"Smith+Nephew","domain":"smith-nephew.com","url":"https://alion.io/company/smith-nephew-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":66,"ghost_share":0,"stale_share":0.924,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Finance","role_family":"Finance","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":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-06T08:43:16Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-25T12:59:47Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.\nJoin our dynamic team and embark on an exciting journey of innovation and growth as we seek a hard-working and dedicated individual to fill role of Senior Associate, Global Customer Care to join our dynamic Global Customer Care team. In this role, you will be responsible for managing complex order-to-cash activities, driving operational excellence, improving customer outcomes, and supporting the continued evolution of our Global Customer Care COE.\nBeyond day-to-day order management, you will serve as a subject matter expert, support team members, lead process improvement initiatives, support digital and AI-enabled ways of working, and partner with stakeholders to improve service reliability, customer experience, and operational performance. As a senior member of the team, you will be expected to demonstrate ownership, accountability while contributing to capability building across markets and processes.\nWhat will you be doing?\n1. Customer Order Fulfilment & Operational Ownership\n- Manage complex customer orders, corrections, invoicing activities, and exception handling across global markets. Ensure accurate and timely order processing while maintaining compliance with established business controls and customer requirements.\n- Proactively identify and resolve issues impacting order fulfilment, delivery commitments, customer experience, or revenue realization.\n- Drive reduction of order backlog, order holds, repeat errors, and process exceptions. Act as an escalation point for critical customer, operational, and order management issues.\n2.Customer Experience and Stakeholder Management\n- Build strong partnerships with Sales, Logistics, Customer Service, Supply Planning, Master Data, and Finance teams. Lead resolution of complex customer issues through effective cross-functional collaboration.\n- Anticipate customer risks and proactively drive corrective actions before service commitments are impacted.\n- Demonstrate ownership of customer outcomes and support a culture of reliability, responsiveness, and accountability.\n3. Continuous Improvement & Digital Transformation\n- Champion continuous improvement initiatives focused on improving quality, speed, customer experience, productivity, and cost efficiency.\n- Drive adoption of automation, AI, EDI, Salesforce, Esker, and other digital solutions. Identify opportunities to reduce manual effort, improve First Time Touch performance, and increase touchless order enablement.\n- Support testing, implementation, stabilization, and user adoption of new tools, systems, and business processes.\n4. Subject Matter Expertise & Capability Building\n- Act as a subject matter expert for assigned markets, processes, or systems. Support associates on process execution, issue resolution, quality standards, and best practices.\n- Contribute to onboarding, knowledge transfer, cross-training, Back-up Planning and process certification activities. Maintain robust process documentation and support ongoing SOP reviews and knowledge management activities.\n- Build and demonstrate proficiency across multiple markets and processes to support operational resilience and business continuity.\n5. Performance, Governance & Risk Management\n- Monitor operational performance and take action to address service level, quality, and delivery risks.\n- Analyse performance trends and provide recommendations to improve operational effectiveness.\n- Support governance activities, audit readiness, compliance requirements, and internal control adherence. Contribute to transition, project ensuring successful delivery and stabilization.\nWhat will you need to be successful?\nEducation: Bachelor's Degree or equivalent experience in Business Administration, Supply Chain or related field\n Operating Mode: Work from office - Monday to Friday, working in US Shift (5:30 PM to 2:30 AM IST). Flexible working in any shift.\nExperience: 5-7 Years of experience in Order Management, Customer Care, Customer Operations, Supply Chain or Order-to-Cash functions.\nProven ability to manage complex customer scenarios, escalations, and stakeholder relationships.\nExperience participating in process improvement, automation, transformation, or digital initiatives.\nProven ability to handle high-pressure situations and work cross-functionally with global stakeholders.\nExcellent written and verbal communication skills. Detail-oriented with a continuous improvement approach to processes.\nYou. Unlimited.\nWe believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.\nInclusion + Belonging - Committed to Welcoming, Celebrating and Thriving. Learn more about our Employee Inclusion Groups on our website https://www.smith-nephew.com/\nOther reasons why you will love it here!\nYour Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.\nWork/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.\nYour Wellbeing: Parents / Parents in Law’s Insurance, Employee Assistance Program, Parental Leave.\n Flexibility: Hybrid Work Model (For most professional roles)\nTraining: Hands-On, Team-Customized, Mentorship\nExtra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.\nStay connected by joining our Talent Community.\nWe're more than just a company - we'rea community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.\nCheck us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.\nExplore our website and learn more about our mission, our team, and the opportunities we offer.","description_format":"text","description_chars":5847,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Hybrid work","Parental leave"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T02:00:51Z"}],"visa":[],"liveness":{"score":48,"band":"ok","label":"Likely open","p_open":0.9,"p_active":0.591,"p_room":0.9,"age_days":18,"expected_fill_days":31,"reasons":["conf:71","stale_co","velocity","win:mid","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/smithnephew-sr-associate-global-customer-care","json_url":"https://alion.io/job/smithnephew-sr-associate-global-customer-care.json","meta":{"generated_at":"2026-10-25T14:36:06Z","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":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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":1768800},"rest":"https://alion.io/mcp/rest/get_company?id=1768800"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsmithnephew-sr-associate-global-customer-care"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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%2Fsmithnephew-sr-associate-global-customer-care"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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%2Fsmithnephew-sr-associate-global-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/smithnephew-sr-associate-global-customer-care\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsmithnephew-sr-associate-global-customer-care"}]}