Head of Operations, Americas

Role Overview

• Join us in pioneering breakthroughs in healthcare.
• Manage a team that directly supports customer service activities to achieve the goals set by Siemens Service management.
• 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 Operations Process Management.
• 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.

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