Head of Service Operations Transformation – Onsite to Online (182720)

Job Description

Position Overview


 


Leads country CS team that is developing and driving the Onsite to Online transformation for services.  Serves as the key liaison between country teams, RHQ and Erlangen to align and develop new strategies and capabilities to support customers and service delivery as we shift more interactions be online.


 


Partners with the CS Services Zone Heads, Customer Service Marketing, RHQ and Global Customer Services HQ to define online customer delivery strategies to meet high expectations of our customers and the CS business. This position plays a critical role in improving our cost to serve models and enabling our We. GROW. Loyalty. Strategy.


 


Responsibilities


 


  • Define and execute online service delivery strategies which improve customer experience and provide continuous improvement for operations and overall service delivery.

  • Work with Service Business Marketing and other VOC teams to internalize and translate customer inputs into new functionality/capabilities that can be used to shift interactions to online.

  • Develop and market clear customer value propositions for online interactions; tailored to specific customer personas

  • Develop & execute strategy to drive customer adoption of online services and capabilities

  • Partner to customer service strategies to drive profitable growth & customer satisfaction and own the execution and service delivery of these across the NAM CS organization.

  • Own the development and delivery of all onsite capabilities and ensures the country meets or exceeds our “Online Customer Interactions” (OCI) targets.

  • Plays a critical role in evolving service delivery to one where interactions are online which is critical to improved customer satisfaction and shaping our cost curve.

  • Central point of contact and liaison for internal partners including the Global teams to develop and align online capabilities with local market requirements.


 


Required Knowledge/Skills, Education, and Experience


 


  • BS/BA in a medical field, engineering/technology or business administration with healthcare background preferred.
  • Minimum of 8 years professional experience with a background driving healthcare operations excellence
  • Minimum 5 years direct management experience
  • Good communication skills – verbal, written, presentation.


 


Preferred Knowledge/Skills, Education, and Experience


 


  • Experience developing customer portals and associated functionality
  • Certification in LEAN/6 Sigma

#LI-MM1


Job ID: 182720

Organization: Siemens Healthineers

Company: Siemens Medical Solutions USA, Inc.

Experience Level: Experienced Professional

Job Type: Full-time



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