Manager, Service Operations Amea

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Basic Function and Scope of the Position:
To be responsible for ensuring and improving the performance, productivity, and efficiency of Service, Support, and Customer Service organizations through developing and implementing effective processes, systems, technology, and change management initiatives.

Tasks and Responsibilities:

- Oversight of Business Process ownership of all aspects related to the roles and responsibilities of the service, support and customer service teams. Be a voice within these teams and to departments supporting these teams on the importance of focusing on customers, their experience, and the revenue benefits of maximizing customer success. Improve the operational systems, processes and policies in support of the organization's mission
- specifically, support better management reporting, information flow, business process and organizational planning to drive operational excellence
- Leverage a strong understanding of AMEA business needs to represent AMEA and recommend changes to processes, systems and technology as appropriate, working with global operations, information systems and management stakeholders. Explore, review and recommend technological improvements for the Service, support and customer service teams and manage pilot programs appropriately.
- Develop communications and presentations related to strategy, status, critical path activity timing, resources required, and related issues and risks, and communicate internally and to external partners as appropriate
- Own escalations where GIS and other functions require system enhancements to solve business process deficiencies.
- Own appropriate delegation of duties for requirements gathering, local project coordination, and User Acceptance testing for process and system improvements.
- Own training programs in new processes and systems to the staff affected; Including the coordination with the training team to ensure appropriate onboarding programs for new staff and continuous development programs for existing staff are available across all skills necessary for field teams to perform their duties.
- Develop and manage reporting systems to monitor critical metrics to drive performance improvements. Work closely with the Head of Commercial Operations and the AMEA leadership team to define optimal performance measurements and performance management programs required to ensure organization success. Align reporting, training, coaching and incentive programs with these performance management priorities.
- Develop and execute methods to test the success of implemented programs and create ongoing cycles of innovation to drive field force performance. Work with the regional operations analytics team to develop dashboards and tools that enable the management team to quickly review team performance and identify gaps and opportunities for performance improvement and growth.
- Collaborate effectively cross-functionally with multiple departments, including operations, training, management, and others, to execute strategically prioritized project plans sanctioned by the management team to deliver improved field performance in productivity, effectiveness, and efficiency. Engage in best practice project management methods where appropriate.
- Lead a change management process that aligns with global operations to build an organization of continuous process improvement. Must accommodate appropriate communications management, which establishes support from crucial leadership stakeholders and drives the organization's understanding of proposed changes. In addition, support process and system improvement roll-out cadence by other operations teams and leverage the developed outreach and communication vehicles to help determine optimization requirements.
- Provide recommendations to the senior management team on considerations for future field-force structure, incentivization, and roles and responsibilities to maximize the efficiency and effectiveness of the service, support, and customer service teams.
- Manage, grow and implement development plans for managers and team members within the operations team. This includes performance management leveraging Illumina’s leadership pillars to Inspire, Execute, Grow and Collaborate.
- Develop and manage systems for collection