Head of Operations, SO Americas

Role Overview

• This role will manage a team that directly supports customer service activities to achieve the goals set by Siemens Service management
• Goals include driving the customer experience through Medallia, reducing cost impacts through key TBL initiatives, improving the customer support through strategic changes to Teamplay Fleet management, overflow performance management, and analytical improvements to uncover opportunities for improvement
• Function independently to plan and manage the SO AM Operations Team
• Ensure implementation of and adherence to policies and methods for customer service activities
• Ensure customer satisfaction through proactive management feedback tools, identifying opportunities for improvement
• Ensure business compliance through accurate documentation of service activities
• Utilize the appropriate level of proficiency in root cause analysis and Lean methodologies
• Strong familiarity with Call Center Operations, metrics and statistics
• Ensure close cooperation and communication between the RSC and Field staff to maximize customer experience through key initiatives
• Support quarterly SO AM RSC reviews with performance data and presentations
• Provide business visibility to financial impact of key initiatives
• Regularly meet with the SO RSC leadership team to confirm and ensure compliance with current dashboards.
• Manage the complaint process when deemed necessary
• Ensure maximum level of customer-centric focus is applied in all aspects of business management

Requirements

• You have attained a Bachelor’s degree or equivalent experience
• You have 5-8 years of experience working within a cross functional leadership role
• You have the ability to travel internationally
• You possess professional experience required in product and service necessary to understand customer issues, service and delivery processes and application thereof in call center type environments
• You have a solid understanding of service processes (eg. SERVOR, ITIL) and their relations to other key sales and logistics processes and ability to drive the service business based on the supporting processes
• You should have leadership experience which should include leadership of direct reports and guiding / motivating non direct reports within a matrix organization for employees located in various locations
• You have experience working in multi-cultural teams
• You have experience in project-driven activities
• You demonstrate leadership to supervise direct reports and guide / motivate non direct reports within a matrix organization for employees located in various locations
• You have organizational and functional knowledge of all levels of Siemens Healthineers is important for credibility with internal and external customers
• You have knowledge of the Standard Operating Procedures (SOP), Work Instructions, Quality systems, and legislation required of the Head of Operations position.
• You have skills required to plan/manage the operational needs of the SO AM teams and to supervise direct reports : and the communications skills required of the position.

Benefits

• medical insurance
• dental insurance
• vision insurance
• 401(k) retirement plan
• life insurance
• long-term and short-term disability insurance
• paid parking/public transportation
• paid time off
• paid sick and safe time