Manager, Global Customer Care

Join Our Team and Keep Moving Forward with Breg! At Breg, we are dedicated to advancing orthopedic solutions that enhance the lives of patients and support healthcare professionals. As a leader in the orthopedic industry, we provide innovative products, consulting, technology, and services that help people move forward with confidence. We are currently seeking a Manager, Global Customer Care in Carlsbad, CA. If you thrive in a dynamic environment where innovation and impact go hand in hand, this is the opportunity for you. Who You Are You are a forward-thinking professional who values collaboration, innovation, and making a meaningful difference. You bring expertise in the ability to plan, execute, control and deliver. Must be an effective communicator both in writing and verbally. Must be able to engage with patients and provide excellent customer service even in escalated situations. What You’ll Do As a Manager, Global Customer Care, you will: Leads, develops, and optimizes a global Customer Care organization supporting domestic and international customers across North America, EMEA, APAC, and LATAM, including talent acquisition, coaching, successionplanning, performance management, and employee development. Establishes the strategic direction for Global Customer Care by translating organizational objectives into global service strategies, operational standards, key performance indicators (KPIs), service-level expectations, resource plans, governance processes, and continuous improvement initiatives. Develops and implements Customer Care operating frameworks that establish clear roles, decision authority, ownership, accountability, and escalation paths across global teams, enabling timely decision-making, consistent execution, and effective coordination across regions and cross-functional stakeholders. Cultivates deep expertise in international customer needs, distributor relationships, channel structures, regional requirements, and routes to market, ensuring service strategies, operational processes, and business decisions effectively support diverse global markets and are not solely driven by U.S. domestic practices. Partners with and influences cross-functional stakeholders including Supply Chain, Logistics, Distribution, Sales Operations, Finance, IT, Trade Compliance, Quality, and external partners to enhance end-to-end customer experience, mitigate operational risk, and support business performance. Oversees the execution of the complete order lifecycle, including order management, customer inquiries,complaint resolution, returns and return material authorizations (RMAs), fulfillment exceptions, export documentation, and customer communications. Directs global back-order management processes, ensuring visibility into aging orders, prioritization and allocation decisions, customer-impact assessments, escalation management, proactive communication, and revenue protection. Owns Customer Care performance measurement, analytics, and executive reporting, leveraging customer, operational, and order data to identify trends, assess business impact, provide actionable recommendations, and drive improvements in customer experience, operational efficiency, revenue protection, and service performance. Leads the resolution of complex customer and business escalations, exercising sound judgment while balancing customer needs, regulatory requirements, operational capabilities, and financial considerations. Drives the adoption, optimization, and continuous improvement of customer-facing and operational technologies, including Oracle Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) platforms, Electronic Data Interchange (EDI), NICE CXone, customer portals, automation tools, and artificial intelligence (AI)- enabled solutions to improve service responsiveness, visibility, analytics, scalability, and operational effectiveness. Develops and maintains strategic partnerships with distributors, third-party serv…

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