Senior Manager, Recipient Services Operations

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Senior Manager, Recipient Services Operations

About the role

Cochlear is helping people hear, and be heard, all over the world. Come be a part of our amazing mission and join the number one most trustworthy company in the healthcare industry as recognized by Newsweek in its 2024 rankings of the World's Most Trustworthy Companies! This is a fantastic opportunity to join the global leader in implantable hearing devices! In this role, you will be based in our Americas head office in Lone Tree, CO. This role is hybrid, requiring you to be in the office 2 days per week minimum, with 3 days per week working from home.

The Senior Manager, Recipient Services Operations is a ‘strategic operator’ responsible for leading a team of Upgrade Solutions Specialists to execute upgrade sales operations strategies, manage the upgrade sales funnel, and drive upgrade revenue conversion. This role combines strategic leadership with operational excellence to build growth capabilities while managing a high-performing inside sales operations team. This requires a dynamic leader who can energize the team, manage stakeholder engagement across multiple business functions, and establish sustainable operations that deliver both immediate results and long-term growth capabilities.

Key Responsibilities

Strategic Leadership

• Execute upgrade sales strategies to optimize customer interactions and drive revenue conversion
• Apply strategic thinking and planning to gain organizational alignment and support long-term business goals
• Leverage data analytics to inform strategies and continuously optimize customer engagement
• Anticipate market trends and proactively adjust strategies
• Build consensus and drive cross-functional initiatives with departments including Finance, HR, Marketing, and IT
• Lead organizational change with minimal disruption while communicating vision clearly

Sales & Operations Management

• Set operational targets and KPIs to drive revenue achievement
• Partner with Outside Sales, Recipient Services Marketing, Orders & Insurance, and Reimbursement Operations to identify and facilitate upgrade conversion opportunities
• Maintain comprehensive understanding of operational processes, product positioning, and marketing objectives
• Streamline workflows to reduce waste and increase productivity through digital tools and automation
• Stay current with emerging technologies including AI, ERP systems, and analytics platforms
• Identify operational risks and implement mitigation strategies while ensuring regulatory and policy compliance

Business Excellence

• Apply deep understanding of upgrade business trends, customer insights, and solution-oriented approaches
• Make strategic trade-offs and sound business decisions based on organizational needs and available resources
• Lead change management in ambiguous environments while advancing strategic vision
• Generate demand through customer-focused growth programs and multi-channel strategies
• Analyze KPIs, dashboards, and operational metrics to identify inefficiencies and optimize performance

Team Leadership & Development

• Hire, train, motivate, and coach team members with focus on performance management
• Foster empowered team culture where individuals own objectives and understand interdependencies
• Develop talent pipeline and succession planning for retention

Core Capabilities

• Decision-Making: Strong judgment with bias for action
• Operational Excellence: Sales acumen combined with performance management expertise
• Collaboration: Cross-functional stakeholder management with executive-level communication and presentation skills
• Strategic Execution: Balance big-picture thinking with detailed implementation
• Change Leadership: Navigate ambiguity while maintaining team agility
• Influence: Build relationships across all organizational levels using data, logic, and emotional intelligence

Key Requirements

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

• Bachelor’s Degree in Business, Marketing, Sales, Operations, or related field
• 7+ years experience of inside sales and operations management experience with proven track record in revenue/operations KPI achievement
• Experience with CRM systems (SalesForce preferred)
• Strong analytical skills and strategic thinking with operational execution capabilities
• Independent strategic decision making
• Cross-functional leadership
• High-impact execution with minimal oversight
• Skilled in Lean Six Sigma or other continuous improvement methodologies
• Familiar with tools like Asana, Jira, or MS Project
• Applicants must reside in the state of Colorado and be able to work in a hybrid work environment to be eligible for consideration for this role.  

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Pay Range in the United States: $133,000 - $147,000 based upon experience, as well as an annual bonus opportunity. Exact compensation may vary based on skills, experience, and location.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives and working in an organization where they can be part of bringing the mission to life each day.

How does Cochlear support employee wellbeing?

What makes Cochlear a great place to work?

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information.  May be asked to occasionally transport/move up to 30 pounds, depending on the position. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures and processes to customers (whether internal or external).  Influence, organization/classification of information and planning are also required.

The work environment is a hybrid remote/office environment. This is representative of the environment an individual may encounter while performing the essential functions of this job.

Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at www.cochlear.us/careers to learn more.  

Cochlear Americas is an Equal Opportunity Employer. We will provide reasonable accommodations for qualified individuals with disabilities.  If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.

Accepting Applications until July 14, 2025