Director of Customer Care, Automation & Inside Sales

About the Role

LaunchWell is currently seeking Director of Customer Care, Automation & Inside Sales to transform customer operations from a manual, service-driven model into an automation-enabled, revenue-generating function for a Medical Device company. This is a transformation mandate, not a steady-state role.

Currently, order management, provider support, returns, and escalations are largely manual, and no formal inside sales capability exists. This role will modernize service through automation, build an inside sales function, and optimize the end-to-end customer journey.

The ideal candidate has personally led the implementation and scaling of customer service automation and has built or significantly scaled an inside sales organization. You will lead U.S. and offshore teams, own the roadmap, and partner cross-functionally to deliver measurable improvements in efficiency, customer experience, and revenue.

Responsibilities

Automation & Technology (Primary Focus)

• Own and execute the customer care and inside sales technology roadmap (CRM, helpdesk, RPA, EDI, AI, IVR, chat, portals).
• Lead platform selection, implementation, and optimization (e.g., Zendesk, Gorgias).
• Deploy RPA and AI to automate order management, returns, and customer interactions.
• Expand EDI across B2B channels to eliminate manual processes.
• Build real-time reporting on service performance, automation ROI, and sales pipeline.

Inside Sales Function (Build Completely New Capability)

• Stand up and scale inside sales: org design, hiring, training, playbooks, and compensation.
• Own revenue generation across B2B, distributors, and DTC (prospecting, conversion, retention).
• Establish KPIs and operating cadence (pipeline, conversion, revenue, retention).
• Integrate sales with customer care to maximize commercial opportunities.
• Report performance and revenue contribution to executive leadership.

Customer Care Leadership & Operations

• Lead day-to-day customer care operations across U.S. and offshore teams.
• Own service KPIs (response, resolution, CSAT, quality, first-contact resolution).
• Manage escalations and ensure timely resolution of complex issues.
• Build and develop high-performing teams across service and sales.
• Drive a culture of accountability, customer focus, and continuous improvement.

Cross-Functional & Strategic

• Partner across Operations, Supply Chain, Sales, Marketing, and Product to improve customer experience.
• Analyze customer trends to identify root causes and drive corrective actions.
• Ensure compliance with service standards and regulatory requirements (incl. DME/healthcare).
• Lead workforce planning, budgeting, and resource allocation.
• Maintain SOPs, training programs, and documentation.
• Advise leadership on performance, risks, and strategic investments.

Requirements

• Bachelor's degree with 8 years of progressive customer service, customer experience, or contact center leadership experience, with at least 5 years in a management role.
• Proven hands-on experience implementing and scaling CX platforms (e.g., Zendesk, Salesforce).
• Direct RPA deployment experience (e.g., UiPath) for transactional workflows.
• Experience building or scaling inside sales teams (hiring, comp, playbooks, tech stack).
• Track record of reducing cost-to-serve (≥30%) through automation while maintaining/improving CSAT.
• Experience supporting both B2B and DTC customers.
• Strong analytical and ROI modeling capabilities.
• Demonstrated leadership in transformation and team development.
• Strong executive communication skills.

Application Timeline and Details

We anticipate the application window for this opening will close on: May 28th. Submission does not guarantee selection, and LaunchWell reserves the right to modify or close the selection process at any time.

Only shortlisted candidates will be contacted. All applications will be retained for future consideration.