Vice President of Customer Service

Company Description Tecnofarma México is a subsidiary of Bausch Health, a global, diversified pharmaceutical company dedicated to improving health outcomes. Tecnofarma contributes to Bausch Health’s mission by providing high-quality medications and healthcare solutions that enrich the lives of patients. The organization operates within a dynamic, innovation-driven environment focused on ethical practices and patient well-being. Team members collaborate across regions and functions to support sustainable growth and deliver meaningful impact in the healthcare sector. Working at Tecnofarma México offers the opportunity to influence patient care while contributing to a global company’s long-term vision.

Role Description The Vice President of Customer Service is a full-time, remote role responsible for setting the strategic direction and overseeing all customer service and customer experience operations at Tecnofarma México. This role leads and develops customer service teams, including contact center operations, ensuring consistent delivery of high-quality support and service to healthcare professionals, partners, and patients. Day-to-day responsibilities include defining service standards, monitoring performance metrics, optimizing processes, and driving initiatives to improve customer satisfaction and loyalty. The Vice President collaborates closely with commercial, operations, and IT teams to align customer service strategies with business objectives and regulatory requirements. This role also manages budgets, implements best practices, and champions a culture of continuous improvement and data-driven decision-making.

Qualifications

• Demonstrated ability to drive Customer Satisfaction and enhance overall Customer Experience .
• Strong Analytical Skills to interpret customer data, performance metrics, and operational KPIs.
• Extensive leadership experience in Customer Service across multi-channel environments.
• Proven track record managing and optimizing Contact Centers and related customer support functions.
• Executive-level leadership experience, including building and mentoring high-performing teams.
• Excellent communication, stakeholder management, and conflict-resolution skills.
• Experience in the pharmaceutical, healthcare, or regulated industries is highly beneficial.
• Bachelor’s degree in Business, Management, or a related field; advanced degree (MBA or equivalent) preferred.
• Ability to work effectively in a remote, cross-functional, and multicultural environment.