Consultant,Global Customer Care (Alajuela, Costa Rica)

Life Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living. 

We are looking for a dynamic and results-driven Consultant to join our Global Customer Care team. This role is a perfect blend of Process Excellence, PMO, and Transition Leadership, focusing on driving operational efficiency, customer-centric transformation, and successful project execution. The ideal candidate will have a strong background in Lean, Six Sigma, Gemba, and Kaizen methodologies, along with expertise in Project Management (PMP), Value Stream Mapping, and Transition Management.

Key Responsibilities:

Process Excellence and Continuous Improvement –

• Drive Lean, Six Sigma, and Kaizen initiatives to enhance operational efficiency.

• Lead Value Stream Mapping exercises to identify process inefficiencies and drive optimization.

• Cultivate a culture of continuous improvement within the team.

• Identify and standardize best practices across regions, supporting European, APAC and Americas markets.

Transition Leadership:

• Lead end-to-end transitions for new projects and process migrations, ensuring seamless execution.

• Act as the voice to leadership, providing insights and updates on transition progress, risks, and mitigation strategies.

• Align with global teams to ensure smooth knowledge transfer and process stabilization.

Project Management & Strategic Initiatives:

• Utilize PMP methodologies to plan, execute, and monitor projects, ensuring timely delivery and adherence to objectives.

• Support critical Customer Experience (NPS & CSAT) projects, driving actionable insights and improvements.

• Collaborate and manage external vendors, ensuring quality service delivery and accountability.

Stakeholder and Vendor Management:

• Build strong relationships with internal stakeholders and external vendors to align on expectations and deliverables.

• Influence and engage senior stakeholders by providing data-driven recommendations and solutions.

Operational Excellence & Governance:

• Facilitate Governance (MBR’s, QBR’s) and monitor key performance indicators (KPIs) to suggest and drive improvements in service levels and operational metrics.

• Ensure compliance with global customer care and supply chain standards

What will you need to be successful?

Education:

• Bachelor's degree or equivalent in Business Administration, Supply Chain (Added Advantage) or related field in Manufacturing/Service industry.

Certifications:

• Proven experience in PMO/project management (PMP preferred), driving initiatives from concept to execution.

Experience:

• Should have a minimum of 5 to 10 years of relevant experience in Process excellence, PMO, transformation and Transition.

• Proven experience in PMO/project management (PMP preferred), driving initiatives from concept to execution.

• Ability to lead transitions, ensuring seamless process migration and stabilization.

• Experience in working across global teams and diverse time zones.

• This Role demands working 5 days working from Office – No Hybrid Model Available.

• This Role demands working 5 days working from Office – No Hybrid Model Available.

Languages:

• English proficiency: High

Knowledge:

• Strong expertise in Process Excellence, Lean, Six Sigma, Gemba, and Kaizen methodologies.

• Expertise in Value Stream Mapping to drive operational improvements.

Competences:

• Flexible to work in any shift

• Ability to manage multiple stakeholders and influence decision-making at leadership levels.

• Strong analytical mindset with an eye for detail and a passion for driving data-backed improvements.

• Self-starter with the ability to work independently and demand accountability from vendors.

You. Unlimited

We believe in creating the greatest good for society. Our strongest investments are in our people and the patients we serve. 

Inclusion+Belonging. Committed to Welcoming, Celebrating and Thriving. Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/)

Other reasons why you will love it here!

• Your future:  stock purchase program, referral bonus, subsidy in transport and food, recognition program.

• Work/Life Balance: Extra days off, birthday off, voluntary hours.

• Your Wellbeing: company doctor, medical insurance, gym, health campaigns, employee assistance program, parental leave,  

• Flexibility: Hybrid work model (for more professional roles), flexible schedules.

• Training: Training program, unlimited learning.

• Extra perks: employees association, and more…

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