Job Summary

Customer Care Order Management Team Lead ensures smooth day-to-day order operations in the Medical Device industry, safeguarding the full patient journey from order to delivery.
The role leads and develops a team, drives continuous improvements, and collaborates with key stakeholders across functions.
It requires strong expertise in workforce planning, forecasting, and operational management.
German and English language skills are mandatory.



Job Title: Customer Care Order Management Team Lead

Position Overview:

As a Customer Care Order Management Team Lead, you will play a critical role in managing day-to-day order management processes within the Medical Device industry. You ensure a seamless patient order, pre-billing, and delivery journey to maximise reach, efficiency, and impact.

This role is responsible for overseeing a team of agents, implementing continuous performance improvements, and stabilising daily operations. The Team Lead provides leadership and operational direction to multiple agents and is part of a broader team (internal and/or external).

You act as a senior point of alignment, working closely with the Senior Team Lead, and collaborate operationally with key interface departments such as Sales, Global HR, Billing, and other cross-functional stakeholders.

This role requires strong experience in workforce management, capacity planning, quality assurance, and forecasting to effectively manage daily operations.

The Lead, Order Management, and their team report both disciplinarily and professionally to the Senior Team Lead, Order Management G(SA).

Responsibilities:

• Work with Senior TL Customer Care Operations to support daily effective order reimbursement processes for the German health care
• Lead and manage operational employees within >10 members
• Identify opportunities for operational process efficiencies, procedural changes and system are mandatory and needs to be implement in a positive Ways of Working structure enhancements
• Conduct effective resource planning within a workforce management and forecast logic, to maximize the productivity of resources (people, technology etc.)
• Monitor and improve employee quality requirements e.g. occupancy, order accuracy and workload
• Monitor and improve ordering, communication channels like Chat and other procedures within strong KPI`s and other measurements
• Ensure & monitor all employees follow company’s best practices for Order Management
• Responsible for providing support to Field Sales (Sales, Therapy employees)
• Coordinate and initiate conference calls and Webex meetings
• Special projects as assigned on international level in German native and minim. C 1-Level English

Education and Experience:

Minimum Requirements:

• Degree or relevant experience >5-7 years’ experience in order management and/or Backoffice Team Lead competence
• Living and working in Germany is mandatory
• Experience of working in a back office & order management environment in the medical industry as a people manager and Leader
• Preferred Skills and Competencies:
• Relevant customer service e.g. order management, Medical & Pharma experiences are a plus.
• Experience working in a fast-paced, high-growth, performance in a deadline driven environment.
• Ability to manage own workload efficiently and prioritize objectives accordingly.
• Excellent interpersonal and communication skills; both written and verbal.
• Excellent analytical and problem-solving skills, combined with strong business judgement.
• The ability to work partly flexible in Europe and US time zones to meet business objectives
• 25% business travel as required also within Europe

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

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