Sr. Manager, Global Customer Support Projects

3Shape is a dynamic company focused on innovating advanced patient care. We create advanced technology and imaging techniques for non-technical medical professionals, providing them with a seamless user journey with simple and intuitive tools.

We are looking for a highly motivated Senior Manager, Global Customer Support Projects to manage the strategic development and implementation of initiatives across all global customer care functions. This is a permanent position with an exciting opportunity: over the next year, the Senior Manager will take on functional responsibility for execution while the Head of Strategic Initiatives is on leave. During this time, the Senior Manager will report directly to the Senior Director of Customer Experience & Engagement.

If you're motivated by delivering top-quality customer service and have experience directing projects and managing change effectively, we want to hear from you

In this role within our team, you will take charge of:

• Executing on a customer support project roadmap aligned with 3Shape's business strategies.
• Managing the entire lifecycle of customer support projects, ensuring timely delivery and adherence to budget and scope.
• Continuously improve planned customer support initiatives and technologies, with a focus on AI.
• Collaborating with cross-functional and regional teams to ensure alignment and integration of customer care projects.
• Managing and maintaining customer support processes and global standards.
• Staying up to date on industry trends and best practices in customer support domain.
• Being the one point of contact for regional support teams into HQ.
• Conducting regular reviews of customer care projects to assess progress, identify risks, and make necessary adjustments.

What does it take to succeed?

We envision that you have a solid understanding of customer experience principles and methodologies, along with strong communication and interpersonal skills. You should possess the capability to handle complex stakeholder management while also exhibiting the ability to work with minimal supervision and collaborate effectively within a team.

Additionally, you have:

• Bachelor's degree in business administration, project management, or a related field.
• 5+ years of customer care & contact center experience with focus on optimization.
• Adept at navigating complex project workflows, ensuring completion at each stage.
• Knowledge of customer care metrics and analytics.
• Experience in change management and organizational change initiatives.

If you're ready to support developments in the world of customer care in dentistry, apply now to join 3Shape's exciting journey Your role will contribute significantly to improving our customer experiences.

Join us in shaping a company culture that makes Monday mornings worth it.

We are an exciting, visionary, and international place to work. But most of all, we are a diverse group of over 50 different nationalities who all contribute to an awesome company culture. We partake in social clubs, monthly social activities and various in-team activities as well. If that's not enough, then add on:

• An attractive healthcare package to keep you fit and well.
• Breakfast every day, and a delicious and healthy lunch cooked by our private chefs.
• Good work/life balance e.g., work from home policy for up to 2 days per week.
• A joint purpose: to enable dentists to provide superior dental care to every patient, every time.

Staying true to our values and DEI efforts, we encourage all relevant applicants to apply, and we ask you NOT to add any photos or sensitive information (age, marital status, nationality) during the application process.

We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

About us

3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we're creating award-winning scanning and CAD/CAM solutions to change dentistry together Together, we contribute to a better world. Experience the everyday #lifeat3Shape across the globe on LinkedIn.