Head of Operational Excellence and Customer Success - job 1 of 2

Do you want to join us in helping to fight the world’s most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.

We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Sound interesting? Then come and join our global team as Head of Operational Excellence and Customer Success to direct and oversee the Operational Excellence and Customer Success Team.

Our global team: We are a team of 66,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers

This is a role well suited to an ambitious professional, looking to step into the next level of leadership in your career. As Head of Operational Excellence and Customer Success, you will be responsible for:

• Provide executive level guidance on Business Process Management (BPM), Process Improvement, Strategy Execution, Program and Project Management (PPM) and overall business operations
• Participating in strategic planning and implementation of the Operational Excellence Team operating goals to advance the organization; ensuring that the goals are in alignment with Healthineers Strategic Goals
• Constantly monitoring and analyzing general project/customer and/or technological situations, setting up priorities and tactical targets, and determining courses of action, while constantly innovating to find different solutions to customer success needs and expectations.
• Identifying resource requirements and facilitating and building teams that promote empowerment, mutual accountability, and open dialogue to achieve operational effectiveness goals
• Directing and facilitating Operational Excellence initiatives and plans in support of strategic, operational and process goals
• Work with Healthineers Leadership and all levels throughout the organization to advance operational excellence, acting as a Subject Matter Expert (SME)
• Performing program management analysis and evaluation, applying change management principles, and utilizing appropriate Operational Excellence methodologies and tools to achieve and sustain desired results
• Assisting in formulating strategic plans and goal setting in support of Healthineers programs.
• Promoting consistent organization-wide adoption of Operational Excellence methodologies, standards, tools, systems, processes, and continuous improvement activities that align with business needs
• Maintain effective and efficient communication channels with Healthineers Leadership; Proactively sharing knowledge within all stakeholders (including a virtual & matrix team).

You will be responsible for leading, managing, directing, guiding, and coaching a team of Customer Success Leads and Strategic Contract Managers who:

• Will be the accountable for identified customer sites and act as a primary responsible agent and primary point of contact for customer escalations and concerns that require additional assistance and focus for resolution.
• Provide continuity and leadership for our most complex customers and projects ensuring a highly sustainable and positive customer experience
• Partner closely with and coordinate all required efforts between local service, regional service and global service organization to provide expert consulting for driving the customer success. Ensure high performing customer sites by involving and directing all required internal resources.
• Proactively identify issues and develop action plans while leveraging the breadth of the organization to resolve problems.
• Drive timely communication and resolution and if required escalation.
• Ensure your assigned customers receive optimum levels of service and supply while maintaining high levels of customer satisfaction with Siemens Healthineers.
• Ensuring that Operational Excellence Department staff maintains up-to-date knowledge, skills and abilities related to the administration of assigned responsibilities and functions
• Identifying, overseeing and assisting with priorities, assignments and tasks and reviewing work products as needed
• Providing mentoring, coaching development and growth opportunities for staff and subordinate supervisors
• Evaluating employee performance, providing feedback to staff, and counseling staff when performance issues arise

This position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers

• You will have a proven track record of managing large scale successful projects within the healthcare and laboratory diagnostic environment and be internally acknowledged for your solid professional judgement and approach.
• You will have previous experience or knowledge of laboratory automation and informatics, project management software, IT, networking and interface protocols.
• You will have Advanced PC skills with demonstrated knowledge of MS Word, Excel, PowerPoint, Project, Visio, and Access. User level knowledge of SAP, Service tools and analytical SW (e.g. Power BI, SAS) is preferred.
• You will be working with our latest technology and therefore you are willing to learn about new software and hardware solutions.
• Willingness to travel and flexibility, including short-term international deployment, is expected.
• You have very good presentation and conflict resolution skills in the customer environment, and you show team orientation, communication skills and customer orientation.
• Possess thorough knowledge of and proficiency in the application of complex business performance improvement, process improvement, organizational development

Required skills to have for the success of this role

• Bachelor’s Degree in business/engineering – MBA or equivalent work experience
• Minimum of 8+ years relevant experience.
• Certified Project Management or equivalent preferred.
• Problem solving and critical thinking capabilities to use knowledge, facts, and data to effectively solve problems and drive improvement in existing processes and approaches.
• Ability to influence and manage stakeholders at all levels.

At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose: To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

This job may be based in any state nationwide. The base pay range for this position is $174,500 - $261,700. The annual incentive target is 25% of base pay. The pay wage range shown is based on the job’s primary work location. Actual compensation packages are based on a wide array of factors, including but not limited to skill set, experience, certifications, and location. Siemens Healthineers offers a variety of health and wellness benefits including paid time off and holiday pay. Additional details regarding our benefits can be found here: Benefits at Siemens Healthineers

This information is provided per the required states Pay Transparency Laws. Base pay information will vary based on market location. Applicants should apply via Siemens Healthineers external or internal careers site.

Beware of Job Scams

Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers Career Site

If you want to join us in transforming the way healthcare is delivered, visit our career site at https://jobs.siemens-healthineers.com/careers

If you wish to find out more about the specific division before applying, please visit: https://usa.healthcare.siemens.com/about

“Successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.”

As an equal-opportunity employer we are happy to consider applications from individuals with disabilities. Why you’ll love working for Siemens Healthineers

• Be part of exciting and innovative projects that help solve some of the world’s most significant health problems.
• Engaging, challenging, and fast evolving, cutting edge technological environment.
• Opportunities to advance your career.
• Competitive total rewards package.
• Contribute to our social responsibility initiatives focused on access to education and technology, and sustainability, making a positive impact on communities.
• Participate in our celebrations and social events.
• Opportunities to contribute your innovative ideas and get paid for them!
• Employee perks and discounts.

We are globally recognized as an Employer of Choice, but don’t just take our word for it. Here are some of our most recent awards and recognition:

• Great Place to Work Certified 2023
• Best Places to Work for LGBTQ Equality
• Best for Vets Employers by Military Times
• Glassdoor Employer Rating: 4.0

As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.

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