Operational Excellence Manager

Create and lead the Global Robotics Customer Care Operational Excellence program. Integrate new products and systems, lead a continuous improvement organization, manage a program of projects, and lead a team focused on these initiatives. This role will lead projects and improvements that support Customer Care, Field Service, Clinical Operations, Pre-Operative Planning, Digital Support, and Clinical Launch functions.

Provides personal expertise and leadership for cross-functional initiatives that drive value for customers and improve operational margins while maintaining excellence of patient outcomes. These activities may include digital transformation of the software used by GRCC, process optimization, and customer experience improvement projects. Partners with business leaders to prioritize initiatives, allocate resources, and implement solutions that improve customer and patient outcomes, efficiency, quality, and financial performance. Ensures policies, procedures, and service delivery standards align with organizational objectives and customer commitments.

This is a management position that achieves results through leadership, collaboration, and influence. The role is responsible for leading professional employees and driving enterprise-wide improvements through cross-functional teams. Success requires expertise in navigating a matrixed organization, continuous improvement, customer-facing operations, change management, and performance leadership. Responsibilities include talent development, organizational planning, performance management, succession planning, and team engagement.

Additional Responsibilities

• Lead enterprise-wide projects and create a continuous improvement program that improves operational performance and key business metrics while partnering with functional leaders on process optimization initiatives.
• Drive the digital, automation, and cybersecurity roadmap, including workflow automation, systems integration, and technology adoption; ensuring initiatives are delivered on time and within budget. Oversee the deployment, adoption, and continuous improvement of standardized tools, systems, and methodologies in each area of Global Robotics Customer Care.
• Define and maintain key performance indicators to measure operational effectiveness, including turnaround time, first-time quality, service levels, customer satisfaction, backlog management, and productivity.
• Foster a culture of continuous improvement, customer focus, operational excellence, and data-driven decision-making.
• Lead initiatives that enhance customer experience, eliminate waste, improve productivity, and drive measurable business results.
• Lead cross-functional teams in the implementation of process improvements, digital solutions, and change management initiatives. Provide coaching and training on Lean, Six Sigma, Kaizen, problem-solving, and process standardization methodologies.
• Leverage data and performance insights to identify improvement opportunities, optimize resource utilization, and improve operational outcomes.

Required Skills and Qualifications

• Bachelor's degree required.
• 8+ years of relevant professional experience preferred.
• Relevant management experience.
• Meaningful experience leading enterprise-level projects and continuous improvement initiatives in regulated environments.
• Experience with process improvement methodologies, including Lean Six Sigma, Kaizen, Value Stream Mapping, or Business Process Management.
• Proven success implementing operational excellence programs that enhance customer satisfaction, operational efficiency, and business performance, with statistical verification of effectiveness.
• Strong analytical and problem-solving skills with experience using performance measurement and data analysis tools.
• Strong understanding of operational, financial, and customer experience metrics.
• Experience leading organizational change and driving adoption of new processes and technologies.
• Ability to manage multiple strategic initiatives in a dynamic, customer-focused environment.
• Excellent communication, stakeholder management, and leadership skills.
• Experience building and implementing tiered training programs, driving cultural transformation initiatives, and fostering a continuous improvement mindset across the organization.

Preferred Skills and Qualifications

• Master's degree in Business Administration, Engineering, Operations Management, or a related field.
• Experience with workflow automation, process optimization, and business systems validation.
• Familiarity with improving SAP and service management platforms and the processes around their use.
• Experience with Power BI, Tableau, or similar analytics and visualization tools.
• Knowledge of digital technologies and their application to service operations.

USN

$118,000 - $196,700 USD Annual