VP of Operations

Vice President of Operations

Location:

Buffalo Grove, Illinois
This role is Hybrid and Primarily on-site in Buffalo Grove.

Reports to:

President, North America
Salary Range: $250,000 - $300,000, Commensurate with Experience

Alma Lasers is a global leader in medical aesthetic and surgical devices, known for its innovative technologies that advance patient care. With a strong presence across North America, Alma Lasers USA provides comprehensive product support and customer service to thousands of clients, helping them achieve optimal results.

The Vice President of Services & Operations will oversee service operations, warehouse logistics, and customer relations for Alma Lasers USA. This role is critical to driving operational efficiency, enhancing customer experience, and growing service revenue. Based in Buffalo Grove, Illinois, with some time in the Chicago downtown office, the VP will ensure smooth coordination with global headquarters and lead efforts to optimize service delivery and client satisfaction.

• Service Operations Management:
  • Oversee the service and support of over 6,000 systems across North America, ensuring high levels of customer satisfaction through timely, effective service delivery.
  • Manage the warehouse logistics operations, ensuring efficient handling, storage, and distribution of products.
  • Lead and enhance the customer relations team, including the call center, to ensure smooth handling of client inquiries and complaints.
  • Implement proactive service contracts with clients, increasing service uptake and driving customer loyalty.
• Client Experience & Relations:
  • Develop and implement strategies to improve customer experience, focusing on delivering top-tier service that meets and exceeds client expectations.
  • Oversee the Customer Experience team and develop programs that proactively engage with customers through service contracts and regular system maintenance programs.
  • Ensure that call center operations run efficiently, with an emphasis on reducing resolution times and increasing customer satisfaction.
• Logistics & Supply Chain Optimization:
  • Lead warehouse logistics to ensure efficient operations, from inbound materials to outbound distribution.
  • Identify areas for operational improvements and cost-saving opportunities within the supply chain.
  • Collaborate closely with the global HQ to ensure warehouse and logistics processes are aligned with corporate strategies.
• KPI Management & Revenue Growth:
  • Drive initiatives aimed at increasing service revenue, such as upselling service contracts and optimizing operational processes for cost-effectiveness.
  • Monitor key performance indicators (KPIs) to track service quality, customer satisfaction, and operational efficiency.
  • Identify opportunities to improve KPIs related to customer satisfaction, service contract penetration, and overall service profitability.
• Leadership & Team Development:
  • Lead, mentor, and develop a team of 25 employees, ensuring high levels of performance, engagement, and continuous improvement within the team.
  • Foster a culture of empowerment where team members feel confident making decisions and learning from their mistakes.
  • Drive cross-functional collaboration between service, operations, and IT teams to ensure cohesive execution of operational strategies.
• Collaboration with HQ & Global Teams:
  • Work closely with global headquarters to align service and operations strategies with corporate goals.
  • Maintain strong communication with HQ to ensure that local operations are in sync with global initiatives, standards, and technological advancements.

• Bachelor’s degree in Business, Operations Management, or a related field is required. A Master’s degree is preferred.
• Minimum 10 years of progressive experience in operations leadership roles.
• Extensive experience in the medical devices or a closely related industry is essential. Candidates should have a strong understanding of the regulatory environment, operational challenges, and customer service needs specific to this sector.

• Proven track record of leading complex service and operations functions, with experience…