Career Opportunities: Director, Customer Care - Remote (133557)

Job Overview

TE Connectivity is a $16 billion global leader in highly engineered connectivity and sensor products. Within our Industrial Solutions Segment, TE Medical is a profitable and fast-growing business unit delivering innovative solutions to OEM customers in the medical industry. Our portfolio includes catheter delivery systems, complex micro assemblies, and smart, connected medical devices that improve patient outcomes and advance the future of healthcare.

At TE Medical, we put the customer at the center of everything we do. By leveraging deep engineering expertise and cross-industry innovation, we partner closely with our customers to solve their most complex challenges and deliver meaningful impact to patients around the world.

We are seeking an experienced and dynamic leader to oversee our global Customer Care organization. This highly visible and strategic role is critical to driving customer satisfaction, operational excellence, and organizational scalability. The leader in this position will be responsible for building and leading a world-class customer service team, developing global processes, and ensuring a seamless, responsive experience for our customers. This individual will partner with senior leadership across Operations, Sales, Marketing, IT, Product Management, and other business units to champion the voice of the customer and implement impactful solutions.

Key Responsibilities:

•    Establish and execute a global Customer Care strategy that aligns with TE Medical’s business objectives and supports sustainable growth.
•    Champion an extraordinary customer experience by driving responsiveness, empathy, and operational efficiency across all touchpoints.
•    Lead, mentor, and develop a diverse, high-performing team across multiple regions; foster a culture of accountability, continuous improvement, and customer obsession.
•    Act as a key liaison between Sales, Operations, Supply Chain, Planning, Production, Quality, and IT to proactively resolve issues and meet customer commitments.
•    Partner with Sales and Operations to resolve critical delivery or service challenges; directly engage with customers when needed to restore confidence and satisfaction.
•    Lead the transformation of Customer Care using TE Operating Advantage (TEOA) tools and methodologies to streamline operations and drive consistency across regions.
•    Define and track key performance indicators (KPIs); analyze trends and take action to improve service levels, reduce costs, and increase productivity.
•    Ensure alignment to corporate policies, procedures, and best practices to uphold TE’s standards of integrity and excellence.
•    Identify opportunities to simplify processes, leverage automation, and enhance the use of technology to scale service delivery.
•    Develop succession plans and internal talent pipelines to build leadership bench strength and enable long-term organizational success.

Candidate Profile:

•    Bachelor’s degree required; MBA or advanced degree preferred.
•    10–15+ years of progressive leadership experience in customer service, sales operations, supply chain, or related functions within a global, matrixed organization.
•    Proven ability to drive strategic initiatives while managing daily operations in a fast-paced, customer-driven environment.
•    Strong business acumen with the ability to influence and align cross-functional stakeholders.
•    Hands-on experience implementing process improvement initiatives, preferably using Lean, Six Sigma, or TEOA principles.
•    Demonstrated ability to recruit, coach, and retain high-performing teams.
•    Experience leading through transformation and managing organizational change.
•    Familiarity with enterprise systems such as SAP, Salesforce, and case management platforms.
•    Comfortable presenting to executive leadership and engaging directly with key customers.
•    Global mindset with exceptional interpersonal, verbal, and written communication skills.
•    Willingness to travel up to 25% domestically and internationally.
•    A strong customer-first attitude and experience of customer relationship management
•    Effective stakeholder management, both internal and external
•    A results-driven individual who is commercially astute
•    The ability to have business-based discussions focused on business value
•    Capable of working under pressure and to measurable KPIs
•    The ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer
•    The ability to facilitate discussion, give feedback and put words into action
•    A results-driven individual who is commercially astute
•    Capable of working under pressure and to measurable KPIs
•    The ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer
 

Competencies