---
title: 'Senior Director, Customer Care at Sequel Med Tech'
canonical: 'https://feeny.ai/job/senior-director-customer-care-sequel-med-tech-marlborough-dcqdras7nfb8'
type: 'job'
last_seen: '2026-09-11'
---

# Senior Director, Customer Care at Sequel Med Tech

- **Company:** Sequel Med Tech
- **Location:** Marlborough, MA
- **Compensation:** $220k–$270k
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-24
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.lever.co/sequel-med-tech/96650265-d34a-471a-9e4f-fc12dff498ce

## Job description

## 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.

Job Responsibilities and Essential Duties Strategic Leadership & Customer Experience

- Define and execute the short- and long-term vision, strategy, and operating model for Sequel's Contact Center, which includes clinical and technical product support.
- Direct and mentor a team of Customer Care leaders while building leadership capabilities, organizational effectiveness, and succession pipelines.
- Translate customer insights, service performance data, business priorities, and market trends into strategic initiatives that improve customer outcomes and strengthen organizational performance.
- Collaborate with senior leaders across the organization to align customer support priorities with broader business objectives.
- Build and maintain strong, collaborative relationships with Sequel's Manufacturer of Record and Quality organization to ensure the effective, compliant management of customer product complaints. Drive cross-functional accountability for complaint investigation, resolution, and continuous improvement activities while maintaining adherence to FDA regulations and quality system requirements.
- Champion a customer-centric culture focused on exceptional service, accountability, innovation, and continuous improvement.
- Develop and monitor customer experience and operational KPIs, ensuring performance goals are achieved while identifying opportunities for ongoing optimization.

Operational Excellence & Continuous Improvement

- Provide strategic oversight of Customer Care operations, ensuring the organization delivers exceptional service, operational excellence, and sustainable cost efficiency through data-driven decision-making and continuous improvement.
- Champion initiatives that enhance customer experience, optimize processes and resources, manage operational risk, and support compliance with regulatory, quality, and company requirements.

Technology & Innovation

- Provide strategic leadership for CRM platforms, workforce optimization tools, knowledge management systems, conversational AI, automation solutions, and other omnichannel customer engagement technologies.
- Lead the evaluation, selection, implementation, and adoption of technology solutions that enhance customer experience, improve operational effectiveness, and support future growth.
- Partner with cross-functional stakeholders to leverage technology and data analytics to drive measurable business outcomes and scalable operations.
- Stay informed of industry trends and emerging technologies, bringing forward innovative ideas and best practices that position Sequel for long-term success.

Organizational Development & Talent Leadership

- Build, lead, mentor, and develop a high-performing team, fostering a culture of transparency, collaboration, accountability, and excellence.
- Develop leadership capabilities within the organization and provide coaching to managers and emerging leaders.
- Partner with the People & Culture team to create career paths, succession plans, leadership development programs, and talent strategies that support organizational growth.
- Develop and execute workforce planning, capacity management, and staffing strategies that balance efficiency with future scalability.

Financial & Business Partnership

- Manage departmental budget and resources effectively, ensuring investments align with business objectives and deliver measurable value.
- Leverage customer, operational, and financial data to identify trends, develop strategic recommendations, and present actionable insights, business cases, and performance updates to senior leadership, executive teams, and Board-level audiences.
- Maintain a strong understanding of healthcare reimbursement, payer environments, and customer access considerations to inform operational and service strategies.

Minimum Requirements (Education and Experience):

- Bachelor’s degree in Business Administration, Operations, or a related field, or equivalent combination of education and experience.
- 12+ years of progressive leadership experience in customer care, customer service, contact center operations, or customer experience management.
- Demonstrated success building, leading, and scaling customer support organizations in high-growth, fast-paced, or startup environments.
- Significant experience leading customer care or call center teams within an FDA-regulated industry, including medical device, pharmaceutical, biotechnology, or healthcare organizations.

Required Knowledge, Skills and Abilities:

- Demonstrated ability to leverage customer insights, operational and business data to develop and execute strategic initiatives, including process improvement, automation, AI-enabled technologies, and digital transformation efforts that enhance customer experience, improve efficiency, contain costs, and deliver measurable business outcomes.
- Strategic thinker with strong analytical and problem-solving capabilities, able to translate complex data and business challenges into actionable recommendations that balance short-term priorities with long-term growth objectives.
- Experience leading and developing managers and building high-performing teams and cultures.
- Demonstrated success influencing cross-functional stakeholders and senior leaders in complex organizational settings.
- Strong financial acumen with experience managing budgets, forecasting resources, and optimizing operational investments.
- Deep understanding of customer care operations, workforce management, performance metrics, and contact center best practices, with experience utilizing CRM and customer engagement platforms (Salesforce preferred) to optimize customer experience, operational efficiency, and business performance.
- Innovative mindset with a passion for leveraging data, technology, and process improvements to enhance customer experiences and business performance.
- Understanding of healthcare reimbursement, payer coverage, and patient support services environments preferred.
- Able and willing to work onsite in either Sequel’s Marlborough, MA or Manchester, NH office on a regular basis (1-2x/week) and travel domestically as needed.

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

## About Sequel Med Tech

## Company Overview
- **One-liner**: Sequel Med Tech is a medical device company that develops and commercializes the twiist Automated Insulin Delivery (AID) system, the first system to directly measure the volume of insulin delivered with every microdose using sound wave technology.
- **Entity Type**: Private (Startup stage; no funding rounds publicly disclosed)
- **Headquarters**: Manchester, New Hampshire, United States
- **Founded**: 2023
- **Founders**: Alan Lotvin (CEO, Co-Founder, and Director); co-founders not publicly named

## Core Business
- Primary industry: Medical Equipment Manufacturing / Diabetes Care
- Target customers: B2B and B2C — people with diabetes, healthcare providers, payers (health plans, employers), and pharmaceutical partners
- Mission or purpose statement: To elevate the standard for drug delivery and remove barriers for accessible revolutionary insulin therapy

## Products & Services
- **[twiist Automated Insulin Delivery (AID) System]**: The company’s flagship product — a hardware/software system integrating a pump, continuous glucose monitor, and algorithms. It uses proprietary iiSure™ sound wave technology to measure actual insulin volume delivered at every microdose, offering unprecedented dose assurance. Delivered through pharmacy channels for affordability.
- **[SequelConnect™]**: An employer and health plan benefits platform designed to make medical devices more affordable and accessible for groups.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metric**: Total employees — 365 (as of Q2 2026); 16,167 LinkedIn followers (growing at +1.3% monthly)
- **Notable Investors/Partners**: Not publicly disclosed; the company works with payers, employers, and pharma partners to design and develop delivery systems
- **Growth Signals**: Founded in 2023, already a team of 365 with a flagship product launched; 96% of employees say it’s a Great Place to Work (as of 2025); actively hiring across roles (e.g., Clinical Diabetes Specialists, IT Operations, VP Commercial Excellence); workforce distributed across US, Canada, France, and Pakistan

## Competitive Advantages
- **Proprietary iiSure™ sound wave technology**: A unique moat — the only AID system that directly measures delivered insulin volume, enabling greater accuracy and confidence for patients and providers.
- **Pharmacy channel distribution**: Delivers AID systems through pharmacies, lowering barriers compared to traditional durable medical equipment (DME) channels.
- **Integrated ecosystem**: Built-in connectivity across delivery devices, algorithms, monitoring devices, and partners — not an afterthought.
- **Strong culture and talent retention**: 96% employee Great Place to Work rating, with 64% women in the workforce (Q2 2026).

## Strategic Focus
- Scaling commercial reach by hiring Clinical Diabetes Specialists across the US (e.g., Baltimore, Corpus Christi, Seattle)
- Expanding beyond type 1 diabetes into broader drug delivery applications (the company notes exploring “how precise drug delivery can support people far beyond type 1 diabetes”)
- Deepening partnerships with payers and employers to drive adoption of SequelConnect™
- Building a diverse, high-performing team with a focus on engineering, clinical outcomes, and real-world impact

## Why Work Here
- **Culture**: Described as “hard work, fun, and genuine support” with a focus on curiosity, experimentation, and transparency. Employees report high levels of accountability and compassion.
- **Hybrid/Office policy**: Hybrid model with offices in Manchester, NH and Marlborough, MA. Some roles (e.g., Clinical Diabetes Specialists) are field-based.
- **Notable perks & benefits**:
  - 6% 401k match with 100% immediate vesting
  - Capped out-of-pocket costs for insulin and GLP-1 coverage on all health plans
  - Comprehensive health insurance (Meritain), vision, dental, disability, life insurance, and pet care discounts
  - Flexible PTO plus generous paid holidays
  - Employer-paid short-term disability and life insurance
- **Hiring process**: Starts with a recruiter phone/video screen; typical timeline is 3–6 weeks; no AI used in hiring; applicants must be authorized to work in the US (no visa sponsorship currently)
- **Engineering culture**: “Approach problems with curiosity and experimentation, always pushing against traditional boundaries and norms”

## Sources
1. [sequelmedtech.com](https://www.sequelmedtech.com/)
2. [sequelmedtech.com/careers](https://www.sequelmedtech.com/careers)
3. [sequelmedtech.com/about](https://www.sequelmedtech.com/about)
4. [cbinsights.com](https://www.cbinsights.com/company/sequel-med-tech)
5. [linkedin.com/company/sequel-med-tech](https://www.linkedin.com/company/sequel-med-tech)

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