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Services Process Manager

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Date: Sep 2, 2022

Location: Lakewood, CO, US

Company: Terumo BCT, Inc.

Requisition ID:  29123  


At Terumo Blood and Cell Technologies, our 7,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world.


We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to continuing to increase the number of patients we serve.


With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Consider joining our team and unlock your potential. 

Services Process Manager


JOB SUMMARY:  Responsible for process development, program deliverables, support center QA and KPI, documentation management and maintenance, training plan development and maintenance in a post-sale Customer Support and Service environment.  Drive process expertise to assess process risk and implement mitigation.



  • Create process development, CRM system operation, customer satisfaction metrics, and case / work order (including complaint processing oversight, quality trending, and corrective action).
  • Provides technical assistance, problem resolution, support, and training.
  • Maintains and manages documentation. Update and create departmental and functional documents including policies, work instructions, knowledge articles and job aides. Releases and oversees assignment and training to documents.
  • Oversees departmental compliance to customer contractual requirements.   
  • Develops and routinely provides reports relative Customer Support and Technical Service business operations. Assembles, analyzes, and presents data to management and internal stakeholders. Identifies opportunities for process and performance improvement.
  • Develops and executes quality assurance programs related to call center activities and case management.
  • Develops and executes programs centered on metrics such as CSAT, NPS, CE or similar.





Bachelor’s degree or equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.



Minimum 5 years’ experience in customer support, quality, audit, or medical device environments.

CRM, Sales Force and Service Max preferred.

Process Mapping



  • Customer Experience methodology
  • Audit, QA, QMS Documentation
  • Demonstrated ability to analyze business/technical problems and select, design, and implement solutions in accordance with business needs.
  • Demonstrated knowledge of Call Center metrics and support and service activities. Familiarity with FDA Regulations as related to medical device complaints.
  • Demonstrated effective oral and written communication.
  • Demonstrated effective leadership and interpersonal skills.
  • Requires the ability to lead projects.
  • Exerts influence on department objectives and long-range goals.
  • Demonstrated knowledge of CRM systems.
  • Data and report management skills with acute attention to detail.




An equivalent competency level acquired through a variation of these qualifications may be considered.




Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.


The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.


Target Pay Range:  $69,100.00 to $86,300.00  -  Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data
Target Bonus on Base:  7.0%


At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family. Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more. To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates. For us, it’s about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.


  • Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
  • In 2019, Terumo Blood and Cell Technologies reached $1 billion in revenue.
  • We employ nearly 7,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
  • We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
  • Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
    • Respect – Appreciative of others
    • Integrity – Guided by our mission
    • Care – Empathetic to patients
    • Quality – Committed to excellence
    • Creativity – Striving for innovation
  • We contribute to the Leukemia and Lymphoma Society (LLS), raising $1.3 million USD since 2007.


We are proud to be an Equal Opportunity Affirmative Action Employer.  All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.


Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment. Our Colorado campus locations are tobacco-free workplaces and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification. Absent accommodation permitted by applicable law, as a condition of employment with Terumo Blood and Cell Technologies in the United States you must be fully COVID-19 vaccinated and provide valid proof of vaccination to the company.

Nearest Major Market: Denver

Job Segment: Medical Device, Call Center Manager, Call Center Supervisor, Quality Assurance, Call Center, Healthcare, Customer Service, Technology