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Supervisor, Clinical Product Specialist

Position Overview

As a key member of the Omnipod Customer Care team, the Clinical Product Specialist Supervisor (CPSS) will supervise the day-to-day operations of the Omnipod Clinical Product Support (CPS) Team in the International region. The role will be responsible for providing coaching & support to the CPS Team, appropriate administrative tasks and be responsible for resolving any escalated customer contacts, with a clear focus on continuously improving and delivering our service offering via the CPS Team.

The CPS team provides expert guidance and handling of escalations to Omnipod customers via phone, virtual platforms, and email to ensure a seamless onboarding experience, effective troubleshooting, and long-term customer retention across the Omnipod product portfolio.

Responsibilities

• Achievement of all required KPI parameters for the CPS team – both at an individual & collective level (as measured via Salesforce reports). KPIs will include activity targets and customer satisfaction scores.
• Provide coaching & feedback to the CPS team – ensuring a consistently high quality of response to customer escalations. Clear documentation & evidence of progress is essential.
• Close teamwork with internal partners, particularly the Customer Care team, the field-based teams , Tier4, CPS US and Medical Affairs, ensuring clear communication and alignment on training and responses.
• Participate in the recruitment, training and onboarding development plans of new hires to the CPS team.
• Ensures adherence to all necessary Regulatory, Quality and accreditation standards for the CPS team.
• Support clinical escalation calls from Product Support, Medical Affairs and Clinical teams, , to ensure first call resolution and minimize repeat product complaints and training needs, handling these in a timely and empathetic manner.
• Support new Omnipod customers who may require additional training and support following their initial training.
• Support Voice of the Customer initiatives by engaging in outreaches to customers who have provided negative feedback or are requesting additional support on Omnipod products.
• Handle escalations and provide support for third party distributors of Omnipod products internationally.
• Demonstrate ability to navigate complex customer interactions using evidenced based clinical knowledge and assessment, to work through challenges in diabetes management, promote the benefits of insulin pump therapy and explain the operation and use to existing and new customers.
• Ability to competently review and educate on diabetes data management reports within data management platforms/Omnipod products to gather insights and assist customers in HCP conversations and follow up; assist HCP’s inquiring about more robust understanding of report interpretation and analyse HCP allegations against Omnipod products.
• Work with Learning and Development team to support content creation for new product launches and ongoing upskilling for product support and customer care agents as part of the customer care organisation
• Utilise data management platforms to validate customers complaints and relay findings to Global Product Monitoring, patient safety, and engineering teams to reduce risk.
• Support customer retention using data obtained from data science teams, through proactive and reactive outreaches via phone, email, and virtually.
• Follow standardised workflows as defined by the organization, including fully documenting all customer interactions in Customer Relationship Management system and meet departmental service levels.
• Maintain compliance with GDPR and other regulating bodies as required.
• Ability to perform administrative duties on a timely basis.

Accountabilities

• Management of the CPS team to achieve agreed goals.
• Prioritisation of workload across the CPS team depending on customer need/urgency.

Key Decision Rights

• Recruitment of the CPS team

Required Skills and Competencies

• Self-starter who requires minimum direction and has the flexibility to adapt to new situations & tasks.
• Possesses strong leadership and people development skills
• Demonstrates a strong “team player” ethos and can lead a clinical team & hold accountable for performance
• Knowledge of diabetes and experience supporting PWD is preferred
• Experience with virtual or phone based clinical support or another relevant environment a plus.
• Experience providing assessment and troubleshooting via phone, virtual platforms, and email preferred.
• Prior industry/commercial experience strongly preferred
• Professional and polished presentation skills.
• Strong interpersonal communications, both oral and written.
• Strong contributing member of the commercial team.
• High proficiency with computers.
• Excellent customer service skills
• Strong interpersonal communication, both oral and written
• Proficiency with computers, including Microsoft Suite and Salesforce
• 2nd Language (German, Dutch, French) desired

Physical Requirements:

• Requires sitting and standing associated with a normal office environment.
• Manual dexterity is needed for using a calculator and computer keyboard.
• This position is a remote working position, and the working space will have to meet certain requirements (security, etc.)
• Occasional travel is required for meetings

Education and Experience

Minimum Requirements:

• Bachelor’s degree, or equivalent.
• Demonstrated experience training and/or managing insulin pump patients is preferred.
• Previous supervisory experience is preferred.
• Highly competent in the use of virtual communication computer systems - mainly MS Teams.
• Professional up-to-date credentials and/or certifications are preferred:i.e., Certified Diabetes Specialist Nurse, Diabetes Educator, Registered Dietitian (RD), or Registered Nurse (RN)
• Current Certified Diabetes Care and Education Specialist (CDCES) certification preferred.
• Must be able to maintain all required licensure for duration of employment.
• Experience communicating with a wide range of audiences.

NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired).

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

Please read our Privacy Notice to learn how Insulet handles your personal information when you apply for a vacancy with us here .

About Insulet

Insulet Corporation is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Insulet employees are all focused on the same goal — to make a difference. Our relentless passion is to simplify life for people with diabetes. We excite and empower employees to bring their best selves to work through a culture that supports a healthy work and life balance. We set the bar high to meet customer needs, and our priority is to ensure our employees are equipped and supported to help us get there. We foster and celebrate curiosity, innovation, and learning. Our teams work collaboratively and are empowered to drive the best actions for our customers. Our innovation spirit and customer-centric focus position us as global pioneers — leading the way to improve health outcomes with revolutionary medical devices while breaking down barriers to access.