Patient Support Team Manager, Ostomy Care

**About Convatec**

**Pioneering trusted medical solutions to improve the lives we touch**:Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With more than 10,000 colleagues, we provide our products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC).

About the role:
The Patient Support Team Manager leads and oversees a team dedicated to supporting ostomate patients throughout their entire journey—from hospital discharge to full management of their condition. This team provides guidance on device selection, supports patients using Convatec products, and engages with patients dissatisfied with competitor solutions.
Your mission will be to deliver exceptional patient experiences, optimize processes, and drive data-driven decisions that shape the future of care.

**Key Duties & Responsibilities**:
**1. Patient Engagement & Service Excellence**
- Ensure timely and appropriate contact with patients, aligned with their stage in the journey.
- Define and monitor KPIs for contact frequency, coverage, and quality of interactions.
- Drive valuable patient interactions using Convatec’s selling model.

**2. Team Leadership & Development**
- Train, coach, and support team members to deliver high-quality, empathetic, and effective interactions.
- Develop and implement a comprehensive training plan focused on service pillars, selling skills, stomacare, and product knowledge.
- Monitor team performance and provide continuous feedback for improvement.

**3. Process Optimization & Collaboration**
- Collaborate with Marketing to enhance lead generation and develop engaging content aligned with the CIC service and marketing plans.
- Continuously review and optimize processes to ensure efficiency and effectiveness using existing systems (MSD, TalkDesk, ShowPad).
- Work closely with global teams to maintain alignment with global standards and guidelines.

**Key Requirements**:
**Experience**:

- Minimum 10 years in call center, customer service, or patient support programs.
- At least 3 years in a managerial role.

**Skills**:

- **Strong analytical skills**, including the ability to:

- Analyze KPIs and performance data to identify trends and insights.
- Present data clearly and draw actionable conclusions.
- Forecast results and anticipate business needs.
- Perform SWOT analyses to support strategic decisions.
- Reorganize teams and processes based on data-driven insights.
- Advanced Excel proficiency.
- Excellent communication skills in Italian and English (verbal and written).
- Strong coaching ability and team leadership skills.
- Resilient, goal-oriented, and collaborative mindset.

**Education**: University degree required.

**Languages**:

- **Speaking/Writing**: Italian and English (mandatory).

**Working Conditions**:

- Hybrid model: 2 days per week in the office (flexible based on business needs).

**What you’ll get**:

- Hybrid role based in Rome
- Competitive salary + bonus
- Training & development opportunities
- Collaborative, supportive culture

**Ready to join us?**

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**Equal opportunities**

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

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