Team Lead, Customer Care

Additional Locations:  N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

The core objective of this role is to supervise the India Customer Care team and oversee the end-to-end claims processing and order management functions. The role ensures seamless service delivery, compliance, and continuous improvement across processes that impact customer experience and financial outcomes.

Key Responsibilities:

• Lead and supervise a team responsible for claims processing, order management, and issue resolution across direct and channel customer segments.
• Manage day-to-day operations, monitor team performance against KPIs and SLAs, and ensure timely resolution of escalated issues.
• Oversee the validation and coordination of customer claims to ensure accurate and timely issuance of credit and debit notes.
• Act as the primary liaison between customer care, sales, supply chain, finance, and commercial teams to ensure alignment and collaboration.
• Drive process standardization and continuous improvement initiatives, with a focus on automation, compliance, and enhanced customer experience.
• Ensure governance of claims documentation and audit readiness in accordance with global procedures and internal controls.
• Provide operational and analytical support for supply chain finance initiatives, including working capital optimization, invoice management, and financial reconciliations.
• Deliver regular reports and dashboards to stakeholders, analyzing trends in claims, billing discrepancies, and service performance.
• Mentor and develop team members through coaching, performance feedback, and on-the-job training.
• Ensure timely updates to DTPs, SOPs, and adherence to quality and compliance standards.
• Manage root cause analysis and implementation of corrective actions for recurring issues.

Quality System Requirements:

• In all actions, demonstrate a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures.

Skillset Required:

• Education: Bachelor's degree (preferably in Commerce, Finance, or Business); MBA or relevant certification is a plus
• Experience: 7–9 years of progressive experience in customer service or claims processing, with at least 1–2 years in a supervisory or team lead capacity
• Strong working knowledge of SAP, Salesforce, and DRMS; advanced skills in Microsoft Excel and PowerPoint
• Proven ability to lead cross-functional coordination and resolve high-impact service or financial issues
• Strong understanding of end-to-end order-to-cash workflows, including financial controls and credit/debit note issuance
• Familiarity with supply chain finance principles such as invoice financing, dynamic discounting, and working capital management
• Experience with value-based rebate (VBR) processes, including defining rebate agreements, tracking performance-based rebate criteria, and managing settlement cycles
• Proficient in SAP rebate management, including condition record maintenance, accrual calculations, and rebate processing linked to commercial performance
• Ability to analyze rebate effectiveness, optimize program design, and collaborate with commercial, finance, and supply chain teams to ensure compliance and financial alignment
• Skilled in MIS and reporting, including development of automated dashboards, performance reports, and KPIs to support claims, rebates, and order-to-cash metrics
• Experienced in preparing and analyzing reports for senior leadership, ensuring data accuracy and actionable insights to drive business decisions
• Effective communication and stakeholder management skills across global and matrixed environments
• Analytical mindset with a focus on process efficiency, risk mitigation, and customer satisfaction
• Demonstrated ability to coach team members and build high-performing teams
• Business fluency in English – both verbal and written

Requisition ID: 614655

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!