Service Business Process Sr Specialist

Role Description

The Service Business Process Sr Specialist will be responsible for evaluating, designing, and improving end-to-end service processes within a regulated medical device environment. This role partners closely with cross-functional teams to understand how service work is performed, identify opportunities for improvement, and implement scalable, standardized solutions that enhance operational efficiency, quality, and service delivery.

How You'll Create Impact

• Evaluate and improve service-related business processes by working directly with cross-functional teams to understand current-state workflows and pain points.
• Lead process mapping and capability assessments across people, process, tools, and data within service operations.
• Independently identify, scope, and execute process improvement initiatives aligned to service strategy and operational priorities.
• Drive process standardization while ensuring compliance with applicable quality, regulatory, and documentation requirements.
• Analyze operational and system data to identify trends, gaps, and improvement opportunities, and define KPIs to measure process effectiveness, efficiency, and business impact.
• Partner with technology and data teams to improve service reporting and system integration.
• Lead cross-functional workshops and working sessions to design solutions, resolve issues, and align stakeholders.
• Support organizational change management activities, including communication, training, and adoption of new processes or tools.
• Participate in cross-functional teams evaluating new service-related software, tools, and capabilities, including collaboration with third-party vendors and external partners.
• Communicate progress, risks, and outcomes clearly to leadership, with a focus on measurable results.

This is not an exhaustive list of duties or functions and might not necessarily comprise all of the essential functions for purposes of the Americans with Disabilities Act.

Qualifications

• Strong understanding of business process management, continuous improvement, and process standardization.
• Ability to work end-to-end across service, quality, IT, and commercial teams.
• Data literacy, including the ability to define KPIs, interpret performance metrics, and use data to inform decisions.
• Comfort operating in regulated or quality-managed environments.
• High degree of ownership, adaptability, and bias toward action.
• Ability to facilitate cross-functional discussions and evaluate solutions from a process, operational, and data perspective.
• Ability to balance strategic thinking with hands-on execution.

Requirements

• Bachelor’s degree in engineering, business administration, information systems or a related field required.
• 3-7 years of relevant experience in service operations, business process improvement, or operational excellence.
• Experience in healthcare, medical devices, manufacturing, or other regulated industries strongly preferred.
• Experience with data analytics, reporting, and visualization tools (e.g., Power BI, Snowflake) is preferred.
• Experience with service operations and enterprise systems (e.g., ServiceMax, Salesforce, SAP) is preferred.

Benefits

• Remote location, with domestic/international travel up to 25%.
• Expected Compensation Range: $90,000 - $100,000 with 12% target bonus.

Company Description

At Zimmer Biomet, we believe in pushing the boundaries of innovation and driving our mission forward. As a global medical technology leader for nearly 100 years, a patient’s mobility is enhanced by a Zimmer Biomet product or technology every 8 seconds.

As a Zimmer Biomet team member, you will share in our commitment to providing mobility and renewed life to people around the world. To support our talent team, we focus on development opportunities, robust employee resource groups (ERGs), a flexible working environment, location specific competitive total rewards, wellness incentives and a culture of recognition and performance awards. We are committed to creating an environment where every team member feels included, respected, empowered and recognised.