Vice President, Centralized Service Operations

Key Responsibilities

Data-Driven Decision Making and Operational Excellence

• Set data insights and analytics strategy in collaboration with RSN leadership and drive common ‘use’ sources of data across RSN to ensure data integrity
• Advance the effective use of data insights and analytics and serve as a thought partner in RSN to drive decision-making through centralized data, reporting, and enterprise tools
• Manage centralized data, reporting, and enterprise tools and provide operational support (incl. overseeing planned activities) to field and rest of RSN
• Implement reporting mechanisms to track performance and identify areas for improvement
• Provide operational support to field operations, including dispatch, freight, and inventory management
• Implement strategies to optimize field operations and reduce costs through such things as the management of centralized implementation and support activities (OSIC, Liat Repair Depot and National Service Center)
• Implement and oversee the centralized PACE program, executing proactive services through preventative maintenance and modifications, resulting in a reduced frequency of repair visits and driving improvements in uptime and customer satisfaction
• Ensure consistency in service quality across various franchises and regions, and develop best practices for operational processes

Customer Support as part of Solution Oriented Customer Experience

• Serve as a thought partner for customer support as part of the holistic solution oriented customer experience and customer journey
• Lead the call center, including digital Customer Service Center (CSC) and providing back office administrative support and ensuring compliance and effective operations
• Manage the “Hub” for the RSS team to ensure customer inquiries and resolutions are handled efficiently
• Utilize customer feedback and analytics to refine and enhance service offerings, ensuring they meet and exceed customer expectations

World Class Talent Development

• Lead RSN training strategy to develop world class talent, and build & manage a training technology roadmap in alignment with franchises and other global partners
• Design, implement, and manage training programs that ensure that RSN teams are equipped with the knowledge and skills needed to perform effectively
• Oversee employee non-product training operations (certifications, role, process) as well as training standards and frameworks for new product launch readiness
• Collaborate with global training functions to develop comprehensive training strategies for field engineers
• Lead, implement and manage early-in-career programs and foundational employee training initiatives
• Regularly evaluate the effectiveness of training programs through assessments, feedback, and performance outcomes, adjusting content and delivery methods as needed

Leadership and Cross-Functional Collaboration

• Provide leadership and mentorship to the RSN Operations team, fostering a culture of innovation, accountability and high performance
• Foster strong collaboration between the Field Support team and other partners (e.g., R&D, Quality, Sales) to ensure seamless operations and aligned strategies

Qualification & Requirements

Minimum

• Bachelor’s degree in engineering, operations, business, medical technology, biological sciences, or a related field or equivalent experience
• At least 5+ years of experience of leading a centralized service operations (e.g., call center or fulfillment center) with direct leadership or 10+ years of experience in a direct leadership role in operations, training and/or field support
• Track record of instituting and continuously improving processes that has led to lasting, measurable service impact and efficiencies
• Strong analytical background to understand how to leverage data to influence business decisions and experience building teams that enable data driven decision making across an organization
• Experience working cross-functionally to develop and implement strategic roadmaps, goals, and objectives
• Experience in managing or working closely with internal or external contact centers; workforce management strategies, processes and applications; and/or with training programs focused on customer, sales, and/or product training

Preferred

• Experience working with local and global stakeholders within all levels of the organization to influence results and outcomes
• Experience working cross-functionally to develop and implement strategic roadmaps, goals, and objectives
• Experience developing and delivering presentations to senior/executive levels of an organization
• Experience evaluating information to determine compliance with standards, laws, and regulations and developing processes to comply with those impacting business processes
• Demonstrated experience contributing to financial decisions in the workplace
• Depending on location, willingness to travel up to 25% of the time for business purposes including global travel

Benefits

• Mental Health
• Well-being
• Total Rewards