Digital Customer Solutions Manager; Hybrid

As a Digital Customer Solutions Manager, you will oversee global support operations for patient-specific planning and instrumentation software, ensuring timely, compliant, and high-quality service delivery. This role combines strategic leadership, operational excellence, and digital innovation to transform customer support through AI-driven tools and automation.

• Define and lead global support strategies aligned with customer needs, business goals, and regulatory requirements.
• Oversee daily operations for a multi-tier global support team, ensuring timely resolution of software inquiries and coordination of PSI lifecycle milestones.
• Implement AI-powered tools, automation workflows, and self-service capabilities to optimize scalability and efficiency.
• Manage CRM and support platforms (e.g., Salesforce, JIRA, Freshdesk) and improve workflows through analytics and automation.
• Ensure compliance with medical device regulations (FDA, ISO 13485) and data privacy standards (HIPAA, GDPR).
• Collaborate with engineering, manufacturing, regulatory, and commercial teams to drive operational readiness and process improvements.
• Recruit, develop, and lead a diverse global team, setting clear goals and fostering a culture of accountability and continuous improvement.
• Develop and manage budgets for support operations, tools, and headcount, reporting ROI on automation and AI initiatives.

• Bachelor’s degree in Engineering, Computer Science, or related field.
• Minimum 8 years of experience in customer or technical support.
• Experience managing global support operations and coordinating logistics in regulated environments.
• Proven ability to lead automation and AI integration projects in customer-facing operations.
• Familiarity with CRM and support platforms such as Salesforce, JIRA, and Freshdesk.

• Master’s degree in Engineering or MBA.
• Certifications such as ITIL or Lean Six Sigma.
• Experience in a technical leadership role within medical device or healthcare software.
• Experience with Power Platform, Microsoft Copilot, Service Now, and BI tools (e.g., Power BI).
Basic understanding of API integrations and digital transformation strategies.

$ - $ salary plus bonus eligible + benefits. Individual pay is based on skills, experience, and other relevant factors.

Posted On:
December 15, 2025