Allergan Customer Operations Manager in Austin, Texas

Customer Operations Manager

Austin, Texas, United States at

Oct 09, 2018Post Date

183823Requisition #

Allergan plc (NYSE: AGN) is a bold, global pharmaceutical company and a leader in a new industry model - Growth Pharma. Allergan is focused on developing, manufacturing and commercializing branded pharmaceutical, device, biologic, surgical and regenerative medicine products for patients around the world.

Allergan markets a portfolio of leading brands and best-in-class products for the central nervous system, eye care, medical aesthetics and dermatology, gastroenterology, women's health, urology and anti-infective therapeutic categories. With commercial operations in approximately 100 countries, Allergan is committed to working with physicians, healthcare providers and patients to deliver innovative and meaningful treatments that help people around the world live longer, healthier lives every day.

Allergan is a company that will inspire you to aim high with your ambition. Where you can build bridges all over the world. Where you can power ideas that drive change. And where you will act fast and drive results for customers and patients. Power your future & join our bold team.

Position Overview

Customer Operations Managers have formal supervisory responsibilities; coordinates resources and sets daily priorities to meet operational objectives. Manager will be accountable for the results of medium-sized routine support or operations teams. Professional role that requires specialized field of knowledge that use their judgment to apply expertise. Solves problems based on practice and precedent. Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills. Customer Operations Manager builds knowledge of the organization, processes and customers. Often leads one or more teams in complex tasks. Fosters the growth of individual team members by building strong relationships and works to build customer relationships by creating a positive customer experience. The employee must conduct their work activities in compliance with all Allergan internal requirements and with all applicable regulatory requirements. Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources, and general business policies, requirements and objectives.

Main Areas of Responsibilities

  • Weekly:

  • Assign duties to team

  • Read, analyze, and interpret team and individual metrics

  • Validate each team agent’s scorecard

  • Perform call Audits

  • Demonstrate and coach WOW

  • Provide agent follow up as needed for encouragement/opportunities

  • Monthly:

  • Each agent to have a formal 1X1 with their Supervisors/Team monthly

  • Highly encourage an Individual Development Plan (IDP)

  • Work on defined career Roadmap

  • Perform New Hire Orientation (NHO) for your new employees (1st day on the job)

  • Collaborate with Training on new Agent readiness coming out of Training (Stamp of Approval)

  • Provide details of product promotions. Collaborate with Training Team on PROMO training

  • Responds to escalated calls from internal/external customers avoiding litigious statements while providing information, education and assurance to customers regarding products or services.

  • Monitor new/updated processes for the Team, your Manager, Management, or other departments in a timely manner for problem and issue escalation when possible/appropriate

  • Develop meaningful relationships with ALL operations leaders

  • Partner with other Managers for interviews, new hire paperwork, project management, project leadership, conference calls, and process updates

  • Maintain confidentiality as it relates to the performance of others, individual performance, work related issues, and HIPAA.

  • Attend departmental meetings and training sessions as needed

  • Assist with, or lead, special projects as directed and/or assigned by management

  • Act as a subject matter expert for designated Allergan facial programs and assist internal and external customers with inquiries

  • Monitor incoming phone/email queues and daily Salesforce status reports to direct staff as necessary

  • Research inquires in a professional and courteous manner and demonstrate detailed documentation in regard to facial requests, customer interactions, and facial concerns in Salesforce data management system

  • Partner with Allergan Sales Representatives and our clients to provide a WOW customer service in accordance with Allergan Customer Operations service levels to complete phone, email, and fax order transactions accurately within specifications

  • Accurately audit incoming orders for accuracy to insure Allergan guidelines are met.

  • Schedule daily follow-up (voicemails/emails/reports/case follow-up, etc.) within department service level requirements

  • Complete all responsibilities in accordance with documented standard operating procedures and compliance guidelines

  • Ability to communicate effectively, orally and in writing, with employees and all other internal/external contacts

  • Skill in demonstrating and training professional phone etiquette in alignment with the Phone Quality Team

  • Ability to take initiative and make decisions

  • Previous leadership roles and demonstrated ability to lead

  • Experience working in a team-oriented, collaborative environment

  • Ability to learn and adapt to new technologies and changing processes

  • Excellent organizational skills and ability to prioritize

  • Ability to effectively handle and lead multiple tasks/projects independently

  • Perform accurate and complete work, within deadlines, with or without direct supervision

  • Ability to memorize key details regarding eligibility and qualifications for multiple programs


The following listed requirements need to be met at a minimum level to be considered for the job:

  • University degree or equivalent combination of education and experience required. Typically requires 2-4 years’ Supervisory experience.

  • Experience leading people in a customer service or customer facing environment (2-4 years Experience)

  • Experience working with Microsoft Office, Outlook, Word, Excel and Power Point.

  • Order Management/Customer Facing Experience

  • Experience managing and executing continuous improvement projects.

  • Effective communication skills (presentation, document writing, coaching people)

Preferred Skills/Qualification

The below skills are attributes that may not be mandatory, but are definitely desired in the ideal candidate.

  • Medical Device or Pharmaceutical experience strongly preferred.


  • University degree or equivalent combination of education and experience required. Typically requires 2-4 years’ Supervisory experience.

Equal Employment Opportunity Employer

Allergan is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other protected status.