Chief Operations Officer (H/F)
Withings, France
Job Description
Withings revolutionized connected health by launching the world's first Wi-Fi scale in 2009. Our award-winning ecosystem includes beautifully designed, easy to use connected devices for monitoring blood pressure, weight, activity, sleep, temperature, and more.
Our devices are now used in diabetes prevention and weight-loss programs, remote patient monitoring, and university-led clinical studies. They are key enabling technologies to support our partners’ strategies, providing the accuracy, reliability, and portability they need in order for their programs to be successful. Join us in our mission of preventive health!
As COO, you will play a key role in achieving Withings' main mission: offering and delivering the best connected health care devices to our customers.
You will represent the Customer within Withings and will be in charge of bridging the gaps between the company and our customers to deliver the best quality and innovative customer experience.
To champion our customer experience, you will manage Quality, Customer Support and Customer Operations with existing teams dedicated to the best-in-class achievments in their fields.
This role is a strategic position, reporting to our CEO and based in our French office, in Issy-les-Moulineaux.
This position requires a personality with excellent leadership and interpersonal skills, able to interact with multiple stakeholders and a strong capacity for resilience in order to be successful as part of Withings culture of innovation.
You will join a passionate and dynamic team that is moving fast, aiming to disrupt healthcare.
Missions :
- Be the voice of the customer internally and represent the customer experience and satisfaction in all the projects
- Manage and coordinate 4 different teams: Customer Support, Customer Operations and Hardware amp; Software Quality
- Define the strategy, planning and execution of the Withings overall customer experience by managing all the touch points of the customer with our products and services
- Ensure the best quality for our products and apps, ensure smooth deliveries for our products at the optimal cost and ensure best-in class customer support
- You will adapt our strategy and processes to not only serve our customers but also the patients that will be using our services and devices through our MED PRO Division·
- Track performance thru setting and following KPIs in order to improve customer experience
- In collaboration with your teams, set optimal or improve our internal processes in order to maximize our own performances while keeping the user experience as the main focus
- Innovate in new practices in a context of continuous improvements of the customer experience
- Cross-collaboration with various teams including Product Management, Development amp; Marketing teams to develop and input your recommandations
- Contribute to the alignment of our methodology and processes by identifying customer impacting issues and implementing solutions and process improvements to increase customer satisfaction rate
Requirements
- You have an Engineering Degree with at least 7 years of relevant experience, including managing Customer Operations in a similar context.
- You are customer centric: Your main concern is to build the right environment to engage the team and deliver a first-class customer service. You both know and like to put your hands in production to set an example for, support and train your team.
- You are a strong communicator with excellent verbal and written communication skills, both in french and english. Any additional language is a plus.
- Endowed with a natural leadership, you know how to create adhesion around your projects with various interlocutors. Human relations are key to you and you show a very strong empathy regarding customers. In a fast-paced environment and where innovation is one of our founding pillars, priority management has no secrets for you.
- You are data driven: You have a strong knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement.
- You are proficient using Excel and SQL