Are you ready to work for a more active world? At Bioventus, our business depends on developing our people. We invest in you and challenge you to be the best. We value our colleagues for their different perspectives and individual contributions, and our leaders listen. Our success rests on working together to achieve shared goals and rewards. Join a diverse team of global colleagues driven to help patients resume and enjoy active lives.

This role oversees all aspects of the company’s customer service policies, objectives and initiatives for the Canada business. In this role you will also be serving as a cross-functional liaison working with other departments like Sales, Finance, marketing, and Supply Chain to drive our priorities.

What You'll Be Doing

• Execute Customer Care plans and key business process that support overall business in the International organization.
• Oversees customer care policies, objectives and initiatives.
• Proactively identifies opportunities for improved processes, performance, and metrics. Design tactical processes for the business strategical decisions.
• Introduces new ways to improve the customer experience and win market share.
• Develops and/or optimizes and implement in-house reimbursement programs, policies and procedures and maintain professional business relationships with key contacts, payer decision makers, customers, and stakeholders.
• Works in collaboration with the leaders of the Warehouse, Finance, Marketing & Sales team to ensure that customers/patients have a best-in-class experience throughout the Order to Cash process.
• Develops service level standards focused on our objectives and issue resolution. Ensures systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
• Holds oneself and others accountable to conduct business in a manner compliant with Bioventus’ Code of Compliance, policies and procedures and internal controls applicable to their role.
• Assesses development opportunities, and mentor team through formal and informal channels.
• Attracts, develops, and retain top talent through active coaching, regular performance feedback, using talent and performance management tools, to ensure focus and alignment with functional and company goals.

What You'll Bring To The Table

• Bachelor’s degree in business or other related field with 5+ years of leadership experience in leading other managers and leaders.
• Reimbursement processing, claims submission, & claims appeals experience is a plus. Medical device reimbursement preferred.
• Demonstrated leadership on both an operational as a tactical and strategical level, sound decision making skills, innovative thinking with ability to foster collaboration, value other perspectives and gain support and buy-in from other co-workers as leaders.
• Excellent English and French written and oral communication skills with the ability to interface with customers and company personnel at all levels
• Knowledge of SAP or other integrated software applications preferred
• Experience with Microsoft Dynamics or other CRM system
• Operational Excellence experience or an equivalency in Continuous Improvements is a plus.

Are you the top talent we are looking for? Apply now! Hit the “Apply” button to send us your resume and cover letter.

Bioventus is committed to fostering an inclusive and diverse community of employees with a strong sense of belonging. We believe we are bettered by all forms of diversity and take pride in working with top talent from every walk of life. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, disability, gender, veteran status, gender expression, gender identity, nationality, race, religion or sexual orientation. All individuals, regardless of personal characteristics, are encouraged to apply.