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We have an exciting opportunity to join our team as the Senior Director, Customer Service Portfolio & Transformation for the Ultrasound Business. The role aims at driving portfolio management decisions - such as creating new offerings to better compete in the market with both OEM and ISVs - and their global deployment, as well as drive continuous improvement across our Global Services organization. This role will be instrumental in driving long-term growth by increasing the value brought by Customer Service to customers around the world and reducing the cost to serve through developing and implementing strategies to improve operational efficiency.
In this position, you will be working directly with the Head of Ultrasound Global Services and be part of the Ultrasound CS Leadership Team. This position requires someone with the ability to lead and influence all levels of the organization, strong attention to detail and analytical skills, and the willingness to lead by example. This is a direct managerial role with a team of 3-5 direct reports. The position will be based in Issaquah, WA, or Palo Alto, CA.
Required travel is estimated at 10-20%.
Your Role:
- Performing market and competitive research on the latest trends and insights related to Ultrasound Customer Service.
- Developing and supporting the implementation of a coherent set of Customer Service offerings across the world, working closely with Regional Service leaders, Commercial leaders, and the Product Segment leaders.
- Developing the long-term Customer Service portfolio strategy and implementation plan to delight our customers and provide the most value in the industry, including a roadmap for new digital Customer Service revenue streams.
- Providing guidance to the countries on Customer Service pricing strategy.
- Interfacing with marketing to produce training and sales enablement content - including collaterals - that our sales teams can leverage to accelerate the adoption of our products.
- Running the program management of operational initiatives and projects, including designing and directing programs tied to strategic objectives and subsequent KPIs.
- Preparing operational and executive-level reports and presentations for management, including internal business reviews and external customer presentations.
- Communicating and presenting across all levels and geographies to gain commitment of key stakeholders on Business Improvement and transformational programs and projects.
- Building, mentoring, and leading a high-performing strategy team, providing guidance and support to ensure the successful execution of strategic initiatives.
Your Expertise:- Experience supporting a Healthcare Service or Sales organization.
- Knowledge of the medical industry; Ultrasound business is a plus.
- Experience working with executive leadership teams.
- High-capacity critical thinker with the willingness and enthusiasm to challenge existing processes and methods.
- Obsessed with customer service and excellence.
Required Skills, Education and Experience for this position:- BS/BA in a related discipline, or equivalent combination of education and experience.
- 10+ years of work experience in a related field, such as Finance/Service/Sales/Marketing Strategy/Project Management.
- 5+ years with managerial responsibilities.
- 5+ years of experience working in Product Marketing, Product Development, or Sales is a plus.
- Experience running large projects and designing and directing programs.
- High level of emotional intelligence, collaboration, and strong execution skills are required.
- Strong digital/computer skills including PowerPoint and Excel.
- Proven track record in managing cross-functionally with complex supply chains and inventory systems and driving a positive impact on customer experience.
- Proficiency in ERP systems and supply chain management software.
- Strong negotiation skills and experience in vendor management is a plus.
- Familiarity with medical equipment, particularly ultrasound systems is a plus.
- Ability to travel 10-20%, nationally and internationally.
The pay range for this position is $220,000 - $260,000 U.S. dollars annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience, as well as where the work will be performed. The annual incentive target is 25% of base pay. Siemens Healthineers offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here.
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