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Client Engagement Center Manager in Richmond, VA at Owens & Minor, Inc.

Date Posted: 6/11/2019

Job Snapshot

Job Description


Directly manages the performance and attendance of a group of Client Engagement Team (CET) Supervisors; circa 4 - 5 teammates.  Ensures that the CET environment is organized, professional, safe and performing at a high level of efficiency and effectiveness.  Acts as an escalation and dispute resolution point for the CET Supervisors. May be asked to execute CET related functional activities at times to support the customer and enable scalability.  Acts as liaison for Senior Leadership to Client Engagement Teams. 


1.       Leads a group of four to five supervisors that are each directly responsible for the management of a cross functional Client Engagement Team (circa 17 teammates each).

2.       Ensures that various Human Resource related metrics are being met for the CET teams:   resource planning, absenteeism, attrition, etc.

3.       Determines and implements appropriate performance management plans to improve or correct team behavior.

4.       Ensures set pre-defined Key Performance Indicators (KPI) and Service Level Agreements (SLA) as defined by internal leadership and stakeholders are met by direct/indirect reports: i.e.  Back Order Volume, Invoice Match Rate, Number of Service Cases Opened, Overtime, First Contact Resolution Rate, Resolution Cycle Time, Number of Escalations, Customer Satisfaction Scores.

5.       Occasionally performs quality assurance on CET customer interactions.

6.       Ensures a consistent cross flow of information between leadership and teammates within the Client Engagement Teams; leads daily/weekly huddle groups with CET Supervisors; ensures supervisors are effectively communicating with all other members of the team.

7.       Partners and collaborates with other departments to raise and resolve issues.

8.       Assists with interviewing and hiring of CET Supervisors and CET functional resources.

9.       Leads onboarding process for new CET Supervisors; leads onboarding process for other CET functional resources as required.

10.   Prepares and delivers weekly/monthly scorecards to CET Leadership.

11.   Acts as a customer escalation point for the CET Supervisor.

12.   Performs annual performance reviews for CET supervisors; provides input to performance reviews for CET related resources.

13.   Communicates directly with clients Client during system issues, maintenance periods, service outages, or natural disasters.

14.   Engages and develops direct reports and indirect reports within assigned Client Engagement Service teams.

15.   Supports the formation of a high performing team by creating a positive environment where teammates feel empowered to ensure our customer's success.

16.   Acts as an ambassador to the CET by actively supporting the values of the broader Owens & Minor organization.


1.      Performs additional duties as directed. 



  • Bachelor's Degree or equivalent required.
  • Six or more years of experience working in a shared services environment 
  • Eight or more years of experience managing large, complex, cross functional teams
  • Four or more years working within a customer facing sales role
  • Five or more years of experience working in Life Sciences or Healthcare strongly preferred
  • Key experience focus areas include: Shared Services/GBS, Human Resources, Change Management, Continuous Improvement, Process Optimization, Operations, Financial Operations,  Customer Service, Sales

  • Multi-lingual (Spanish/English/French/German) preferred


  • Strong understanding of Owens & Minor processes
  • Strong understanding of Global Business Services best practices
  • Proven leadership, managerial, interpersonal and personal development skills required
  • Influential change agent
  • Strong understanding of the Owens & Minor domestic businesses
  • Demonstrated skill and confidence in proactively building relationships with top tier partners/leaders both internally and externally
  • Energetic, flexible, collaborative and proactive leader who welcomes challenges
  • Communicates effectively and persuasively, both verbally and in writing
  • Manages time and resources effectively through strong organization, multi-tasking, delegation, time management, and project management skills
  • Works independently as a self-starter committed to delivering the highest level in customer service, quality and results
  • Anticipates problems and works proactively to solve them through creative thinking
  • Strong ability to clearly communicate, diffuse difficult situations, and provide encouragement and recognition in an authentic manner


  • Ability to travel up to 10%
  • Ability to work various shifts

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