Senior Director, Customer Care

About Sequel  Sequel, headquartered in Manchester, New Hampshire, is a company developing the next generation of transformative drug-delivery advancements starting with diabetes. Sequel’s approach is to look at diabetes management holistically to advance systems that make living with diabetes simpler and easier for all. Sequel’s flagship product, the twiist Automated Insulin Delivery (AID) System, launched in July 2025 for people with type 1 diabetes providing them with personalized diabetes management.   The Senior Director, Customer Care is responsible for leading Sequel's customer support strategy and operations, ensuring an exceptional customer experience while optimizing efficiency, controlling costs, and building a scalable service model for future growth. As the senior-most leader of the Customer Care function, this role oversees customer interactions across phone, email, chat, and emerging digital channels, driving operational excellence, customer satisfaction, and business performance. This leader translates business priorities into scalable customer support strategies, operating models, and continuous improvement initiatives that enable sustainable growth. The Senior Director will leverage customer insights, service data, operational metrics, and market trends to identify opportunities, solve complex problems, and proactively recommend innovative solutions that improve both the customer experience and business performance. This individual must possess the judgment to build for today's needs while architecting an organization capable of supporting future growth. The Senior Director will define what an efficient Customer Care team looks like and continuously measure the team’s results against that model. The ideal candidate is an analytical, forward-thinking leader who understands how to drive efficiency, optimize resources, and thoughtfully scale people, processes, and technology without overbuilding. Sequel Med Tech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  At Sequel, we believe that when you thrive, we thrive. That’s why our benefits package is designed to support you from day one. You’ll be automatically enrolled in our 401k plan, featuring a 6% company match and 100% immediate vesting. We’re committed to your well-being and understand the unique needs of employees and families living with diabetes, so we offer capped out-of-pocket insulin costs and GLP-1 coverage across all plans. You’ll have access to a variety of Meritain health insurance plans to suit your needs and can also take advantage of Flexible Spending Accounts (FSAs) or Health Savings Account (HSA). Our comprehensive benefits package includes vision and dental coverage, plus voluntary options such as long-term disability, accident, critical illness, hospital indemnity, and even discounts for pet care. In addition, we provide employer-paid short-term disability and life insurance for extra peace of mind. We know the importance of taking time to rest and recharge. That’s why Sequel offers flexible PTO, generous paid holidays, and Flex Time options to help you balance work and life when you need it most. Our team enjoys a culture built on hard work, fun, and genuine support. At Sequel, you’re not just starting a job, you’re building a rewarding career and a brighter future. Join us, and let’s thrive together! Environmental/Safety/Physical Work Conditions  Ensures environmental consciousness and safe practices are exhibited in decisions  Use of computer and telephone equipment and other related office accessories/devices to complete assignments  May work extended hours during peak business cycles  Physical requirements such as lifting specific weights  Some travelling is expected