Customer Care Manager - Americas
When you can´t breathe, nothing else matters. That’s why a career at Breas Medical matters.
Our mission is to improve the quality of life and care of respiratory patients around the world through a personal commitment to innovation, quality, and customer focus.
Purpose of the Role:
The CX (Customer Care) Manager Americas is accountable for delivering a high‑quality, consistent, and customer‑centric experience across the Americas region.
Customer Experience acts as the first point of contact for customers, owning order handling, customer inquiries, coordination, and escalation, and ensuring customers feel professionally met and supported throughout their interactions with Breas.
The role leads the CX organization in the U.S. with responsibility for the Americas and works in close collaboration with Sales, Technical Service, and CX peers around the world to drive harmonized, efficient, and modern ways of working, supported by digital, automation, and AI‑enabled solutions.
Responsibilities:
- Lead and develop a high‑performing CX team across the Americas.
- Act as the senior customer escalation point, coordinating resolution across Sales, Technical Service, Operations, Quality, and Supply Chain .
- Ensure customers experience clear ownership, fast response, and professional communication.
- Drive continuous improvement, efficiency, and simplification across Customer Experience processes.
- Ensure alignment with global CX processes and standards, while contributing regional market and customer insight.
- Lead and support digital, automation, and AI‑enabled improvements in customer‑facing processes.
- Ensure effective use of CRM, order management, and case handling systems.
- Provide structured input and insight to Therapeutic Area (TA) Directors and TPMs in R&D, representing customer and market needs.
- Define, track, and communicate CX KPIs to regional and global stakeholders.
- Develop scalable CX processes to support company growth
- Provide leadership with insights on customer trends, risks and opportunities
Key KPI’s:
- Customer Satisfaction (CSAT / NPS)
- Response times and case resolution times
- Order handling accuracy and cycle times
- Complaint and escalation trends
- Process, digital, and automation improvements delivered
- Team engagement and capability development
- Revenue at risk identified and mitigated through CX engagement (since we are so focused on expenses, would this be a key KPI that team should be held accountable for
Minimum Key Requirements:
- Bachelor’s degree required; Master’s degree a plus
- Minimum 5 years of people management experience
- Proven experience in customer care, customer experience, or commercial operations
- Demonstrated experience in digital transformation, automation, or AI enablement in customer‑facing processes
- Strong track record of leading change and process harmonization in a regional or global context
- Strong customer experience mindset
- Comfortable operating and influencing in global, matrixed environments
- Experience in the medical device industry, with exposure to quality and regulatory functions, is a plus
What Success Looks Like:
- Customers experience clear ownership and a positive experience from first contact through resolution.
- High and improving customer satisfaction across the Americas.
- CX processes are consistent, increasingly harmonized, and continuously improved.
- Measurable efficiency and quality improvements delivered through process and digital initiatives.
- CX is recognized as a value‑adding commercial partner, not an administrative function.
- Active contribution to global CX excellence and transformation.
