Sr. Manager, Capital Service

MAIN PURPOSE OF ROLE

The Manager, Capital Service Operations (CSO), leads a multi-functional team responsible for ensuring programs and services are established and executed in a sustainable manner across a globally matrixed capital service organization. The CSO enables and facilitates the delivery of services through multiple groups and channels, including direct and indirect (Distributor, 3rd Party, etc.). The CSO establishes strategies, standards and processes essential to service line growth, operational efficiency, and workforce productivity in support of Division capital technologies. Core function responsibilities of this position include project management, program development and administration, business operations and service training and education. This position regularly engages in business planning and analysis, process optimization, programs development and oversees the administration of service business operations and training programs across various products and markets. The CSO works collaboratively with internal and external stakeholders to ensure business goals and objectives are appropriately developed, implemented and operationalized to enable sustained organizational success within the commercial organizations and geographies supported.

MAIN RESPONSIBILITIES

• Delivers operational excellence within a large, complex organization and marketplace assisting in driving commercial growth objectives.
• Manages individuals and teams associated with the various business, program and planning functions of the capital technology franchises.
• Maintains effective working relationships to seamlessly integrate the program area into the overall strategic objectives and activities of the capital service organization.
• Ensures the quality policy/system is planned, understood, implemented and maintained by ensuring compliance within the department and, in partnership, throughout the service organization.
• Demonstrates leadership in communicating service oriented business goals, programs and processes. Monitors progress toward pre-established objectives, assesses risk and implements strategies to ensure successful delivery of the service(s).
• Leads an inside-sales function through direct and outsourced resources according to local business models.
• Leads program development and implementation efforts involving current and future service offerings for all St. Jude Medical capital equipment product lines.
• Leads service training and education programs involving curriculum design, training methodologies and learning plans across the organization and various service channels, including new hire and continuing education on an as needed basis.
• Coordinates training administration and delivery across all service channels (Direct, Sales, Distributor, 3rd Party) and support personnel by geography on a global basis. Maintains service certification records on all service employees and other channels including Sales, Distributor and 3rd Party.
• Coordinates and reports service measurements by facilitating the collection of key data, setting benchmarks, and measuring quantifiable performance indicators. Delivers regular operational metrics through business review meetings with department managers and senior leaders.
• Monitors the accuracy and efficient distribution of service reports and other intelligence essential to the service organization. Recommends revisions to existing reports, or assists in the development of new reporting tools as needed.
• Supports the equitable assignment of service revenue objectives and ensures targets/quotas are optimally allocated to all sales/service channels and resources.
• Establishes process and targets for customer experience measurement employing standard SJM practices yielding CSAT data and information. Generates and distributes regular reports by segmentation and trend analytics. Acts as a Customer advocate by maintaining proper feedback and escalation channels for service managers in response to Customer engagement opportunities as a result of survey activity.
• Contributes to annual operating plans involving service revenue forecast, investment planning, and budgets related to the service organization. Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency in the service organization's planning efforts. As needed, coordinates planning activities with other functions and stakeholders.
• Works cross-functionally by providing assistance with service incentive compensation administration on an as-needed basis, or when required to arbitrate or clarify the application of service compensation program policies and procedures.
• Proactively identifies opportunities and prioritizes projects related to efficiency initiatives and process improvement.
• Assists in the development of commercial services programs and offerings, tailored to local markets where necessary and promotes the introduction and long term adoption into the selling model.
• Implements enabling technologies, including CRM, to field service teams. Monitors the assigned service organization's compliance with required standards for maintaining service data. Works closely with service management to optimize the effectiveness and adoption of information systems/technologies.
• Represents the service organization on core teams, as assigned, relating to product launches, responsible for defining service criteria, training requirements, resource determination, market launch readiness and other service requirements ensuring workforce enablement and launch execution.
• Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements. Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.

QUALIFICATIONS

Education

Bachelors Degree (± 16 years)

Major/Field of Study: Business or Biological Sciences with a business emphasis, or related field.

Education level equivalent combination of education and work experience.

Experience/Background

Experience : Minimum 10 years

Experience Details

Demonstrated experience at a supervisory/managerial level.

Experience in a hospital lab setting.

Requires highly developed leadership skills/people-management experience sufficient to assume the complex range of duties inherent in this position, including the ability to map task interdependencies, multi-task, prioritize such tasks, meet deadlines, and develop, monitor and operate within established budgets.

Demonstrated ability to forecast major milestones; must be adept at delegation, follow-up, and team building in a matrixed organization.

Demonstrated ability to understand and comply with applicable U.S. Food and Drug Administration (FDA) regulations and Company quality system procedures, processes, policies, and tasks.

Proficient personal computer skills including spreadsheet skills, word processing, database management, and other relevant applications.

Experience working in a broader enterprise/cross division business unit model preferred.

Ability to work in a highly matrixed and geographically diverse business environment.

Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results.

Ability to work effectively within a team in a fast-paced changing environment.

Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization.

Multi-tasks, prioritizes and meets deadlines in timely manner.