Siemens Healthineers

Head of Operations, Americas

Siemens Healthineers

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $143,900 - $197,868 per year

Job Level

Lead

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
root cause analysisLean methodologiesservice processesSERVORITILperformance data analysisproject managementcustomer service managementoperations process managementanalytical improvements
Soft Skills
leadershipcommunicationorganizational skillsteam motivationcross-functional collaborationcustomer satisfaction focusproactive managementcultural sensitivityproblem-solvingstrategic thinking
Certifications
Bachelor’s degreeITIL certification