Director of Customer Care

What is Bigfoot Biomedical?
 
Bigfoot believes people living with insulin-requiring diabetes deserve relief from its daily burden. We envision a world where the emotional, mental, physical, and financial burden of diabetes has been significantly reduced. We are passionately dedicated to delivering simpler, safer, and more effective solutions for life with insulin.
 
We are personally committed to the mission of improving the lives of people with diabetes through the application of smart technology. We bring deep and nuanced understanding of customer needs, demonstrated technical capabilities in developing and commercializing technology, and proven business acumen in funding and growing startups into profitable publicly traded enterprises.
 
What we are building at Bigfoot Biomedical
 
Bigfoot is building diabetes management solutions integrating data, software, smart devices, and people. This is your chance to join a small but very talented team!

Bigfoot is seeking a smart, creative, and driven Director of Customer Care.  In this position, you will apply your operational expertise and strategic mind to design and implement a complete customer care program for a pipeline of innovative medical devices intended for use in diabetes management.  You will be accountable for defining the strategy for customer care, including supporting the user during on-boarding, initial adoption, and long term use. You will then get to implement that strategy to deliver an exceptional Bigfoot experience to our customers.

You will recruit, lead, mentor, and motivate a team to deliver customer care as well as define and configure the systems they’ll need to succeed. 

The ideal candidate will be an action-oriented leader, with a consistent drive and commitment to fostering a long-standing relationship with potential and actual customers.  This individual will be an integral part of our team, and will work closely with a cross-functional team.  This individual will play a pivotal role in implementing a program that meets, and ideally, exceeds the needs of our customers.  The position will be responsible for working to ensure all customers have an ideal experience with our products and services. 
What will you do at Bigfoot Biomedical?

 

What you do here at Bigfoot will largely be defined by your existing skills and desire to grow to help us achieve the above. We have an employee-friendly working environment that provides bike racks and showers, lunch and snacks, and flexible hours. Our culture helps us stay focused on our goals.
 
We have competitive benefits. We have a great team culture. We understand that we all need to succeed as a team. We have fun while we're building a solution we can be proud of.

 

If you're ready to make a dent in the universe, join the mission, and feel like what you do every day isn't just a job, come talk to us!

 

Bigfoot Biomedical, Inc., provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

    Essential Duties and Responsibilities

    • Build and oversee the entire customer care function, including developing and refining customer care policies, procedures, and best practices; choosing and installing best of class systems; leading and growing a staff; and executing on a business strategies
    • Design a plan to conduct regular business reviews with all customers, and to share feedback with relevant stakeholders
    • Design and implement a plan for customer care staff initial and ongoing training
    • Solicit and prioritize feedback to drive process improvements
    • Work with cross- functional teams to develop customer growth and retention programs
    • Create and adhere to annual operations budget, and provide regular reporting
    • Define, maintain, and monitor organizational performance metrics related to customer care
    • Represent the Company from time to time in meetings with customers, partners, vendors, industry associations and community organizations
    • Participate in business planning activities for future development and growth of the organization
    • Develop and manage the process for entering customer interaction information into a customer service database

    Must haves we’re looking for

    • Experience launching a Customer Care department from the ground up
    • 10+ years’ experience providing customer care and training
    • Exceptional interpersonal skills for both internal and external interactions
    • A proactive self-starter with an established track record of fostering positive relationships/ interactions with internal staff and customers
    • Experience in ad hoc problem solving, followed by process revision to memorialize the changes
    • Excellent organization, management, and delegation abilities
    • Demonstrated superior communication skills and attention to detail
    • Solid project management skills and experience working successfully with cross-functional teams
    • A “doer” personality: biased toward action, a great collaborator, a master simplifier, and constantly pushing toward improved outcomes
    • An eagerness to tackle projects hands-on and technically competent
    • Flexible and adaptable in a fast-paced, start-up environment, and willing to take on additional duties
    • Attention to detail, including bullet points in a job description
    • Proven strong problem solving skills, and ability to creatively solve challenges
    • Results-driven, goal-oriented, all with a positive attitude
    • Availability to work from Bigfoot’s headquarters in Milpitas, CA full time
    • Able to complete occasional business travel

    We’d prefer if you also have

    • Experience, interest and knowledge of the unique needs of medical device companies; preferably in the area of diabetes
    • Recent experience with “Best of Class” Customer Care tools, covering phone as well as chat-based interactions
    • Experience in defining and implementing a customer service database for collecting and processing customer service data

    Educational Requirements

    • A Bachelor’s degree is required
    • A Master’s degree is preferred