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.

The Customer Care Manager oversees all aspects of Bioventus' customer service policies, objectives, and initiatives for the Canada business. In this role, you will also serve as a cross-functional liaison, working closely with other departments, including Sales, Finance, Marketing, and Supply Chain, to drive Bioventus priorities.

Bilingual English/French Highly Preferred

What you'll be doing

• Execute Customer Care plans and key business processes that support the 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's strategic decisions
• Introduces new ways to improve the customer experience and win market share.
• Develops and/or optimizes and implements in-house reimbursement programs, policies, and procedures, and maintains professional business relationships with key contacts, payer decision makers, customers, and stakeholders
• Works in collaboration with the leaders of the Warehouse, Finance, Marketing & Sales teams 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 utilized to capture and report on service metrics, including customer feedback and 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 mentors the team through formal and informal channels
• Attracts, develops, and retains top talent through active coaching, regular performance feedback, and 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, tactical, and strategic level, sound decision-making skills, innovative thinking, with the ability to foster collaboration, value other perspectives, and gain support and buy-in from other co-workers as a leader.
• 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 systems
• Operational Excellence experience or an equivalent in Continuous Improvements is a plus

What You’ll Receive

• The satisfaction of driving real change in the industry and people’s lives
• A diverse global community of people who are driven by a shared purpose to help patients
• A business that acts with integrity in all interactions with co-workers, leaders, and customers
• We value others and build success by appreciating differences in thought, opinion, background, skills, and perspectives
• An environment of continuous learning and development
• Flat organizational structures that elevate employees’ level of responsibility
• Meaningful opportunities for professional development and mentoring
• Competitive compensation package, including salary as well as commission and car allowance
• Opportunity to participate in the company ESPP
• Exciting benefits package, including vacation, medical, student debt program, and much more

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. All forms of diversity better us 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.