Order Management Manager – Customer Service Operations

About the role

The Order Management Manager leads a Bogotá‑based team of senior supervisors and customer service analysts who support MedTech customers in the United States. The role focuses on delivering high‑quality, compliant service across voice, chat and other inbound channels while driving operational efficiency.

Key responsibilities

• Lead daily customer service operations, ensuring adherence to SOPs, quality standards, legal compliance and safety guidelines.
• Plan and manage staffing levels to meet inbound contact volume and achieve KPI and SLA targets.
• Develop and manage department budgets, business objectives, policies and procedures.
• Integrate new support requirements from special projects and initiatives into the team’s workflow.
• Apply continuous‑improvement methods to enhance customer experience and process efficiency.
• Resolve complex process and policy issues and coach team members on best practices.

Required profile

• Proven experience managing large customer‑service teams (10+ supervisors, 50+ analysts).
• Strong leadership with the ability to collaborate, adapt to change and manage time effectively.
• Experience in a regulated environment, preferably MedTech or healthcare.
• Demonstrated ability to develop talent, set performance metrics and drive results.

Required skills

What we offer

• Opportunity to lead a high‑impact team within a global healthcare leader.
• Inclusive work environment that values diversity and individual merit.
• Professional development and growth opportunities.