Senior Manager, BPO GCS Systems (Case Management), Global Customer Solutions, MedTech Supply Chain
$122,000–$212,750 year
Remote · Zug, Zug, Switzerland or Raritan, New Jersey, United States
Job Summary
Delivery-focused senior systems and process leadership for Global Customer Solutions BPO/GCS Case Management in MedTech supply chain; responsible for end-to-end strategy, release cadence, integrations (APIs/EDI), platform governance, operational readiness, pilots-to-rollouts, and adoption metrics across regions and vendors; lead cross-functional teams to improve efficiency, automate processes, and drive digital self-service adoption; requires strong experience with CRM/contact center platforms (Genesys, Microsoft Dynamics), API/EDI integrations, runbooks, and global multi-region implementations.
Required Qualifications
- Bachelor’s degree required
- 8+ years delivering platform releases and integrations (APIs/EDI) in contact center or CRM environments
- Hands-on familiarity with Automation, Genesys, or Microsoft Dynamics (or comparable platforms)
- Strong operational readiness experience and runbook/playbook creation
- Data driven orientation (adoption, defect rates and deployment cadence)
- Excellent partner coordination skills across IT, vendors and regional operations
- Preferred: Experience running GenAI/automation, MSD, Genesys pilots and scaling automation
- Technical hands-on experience with APIs, middleware and EDI configuration
- Experience working with global partners and multi-region rollouts
- Language: English required
- Travel: ~10% globally
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