Program Implementation and Optimization Director (188197)

Job Description

The Program Implementation and Optimization Director is responsible for the successful operational implementation of new customer service programs and optimization of current programs. This position will have responsibility to ensure account inventories, amendments, and operational processes are established and followed at our customer accounts.  This position will be a peer to the Zone Customer Success Director and will take ownership of solving customer service delivery issues and establishing successful processes to ensure customer satisfaction.  They will engage with local service management, onsite customer success managers, corporate service operations, Enterprise Services and customer.


Apply knowledge and experience of technology and/or equipment to oversee site operations and provide direction to others
Develop proactive account plans with Zone Customer Success Directors that align with customer agreements and act to prevent or predict issues
Develop and Execute vendor service strategies to support profitable growth & customer satisfaction
Ownership of Customer Distress Index dashboard to identify specific FLs which are causing customer distress. 
Ownership of inventory  accuracy to include EOS and service contract coverage details during account start-up and optimization activities
Partners with Contract Administration and Enterprise Services to verify contract accuracy and billing details during account start-up and optimization activities. Partners with various back office functions to ensure supplier agreements and purchase orders are properly maintained
Ensure implementation, execution, and optimization of customer ISM contracts
Ensure quality standards are met in accordance with the Quality Management System protocols.
Ensure regulatory compliance requirements are met, e.g. 3rd party vendor qualification
Coach and mentor technicians by providing feedback on performance and documentation habits • Mentor, coach, and develop field Customer Success Managers to deliver continuous service excellence
Develop service strategies with an outlook of continuous process improvement. 
Build and maintain relationships with customers by employing interpersonal and conflict management skills
Effectively collaborate with customers and vendors to develop win-win solutions and ensure accountability to agreed timelines.
Develops and implements an effective customer off-boarding and recovery processes
Ability to travel 50%+
Required Knowledge/Skills, Education, and Experience
Bachelors degree or prior management experience
Minimum 5 years experience in healthcare services or related field
Knowledge of Microsoft Office applications required
Ability to manage day-to-day and long term site operations
Ability to lead, motivate, and develop others
Strong written, verbal, and presentational communication skills
Demonstrated project management acumen

Job ID: 188197

Organization: Siemens Healthineers

Company: Siemens Medical Solutions USA, Inc.

Experience Level: Experienced Professional

Job Type: Full-time

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.

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