Sr Manager - Global Service Operations - Medical Devices

Sr Manager
- Global Service Operations
- Medical Devices

Arthrex is a global medical device company and a leader in new product development and medical education in orthopedics. Leads the strategic direction of the Global Service Operations function. Responsible for overseeing Service Operations management, project management resources, business systems, operational analytics, training programs in support of Global Service and Repair. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.

This position may be based in either Santa Barbara, CA or Naples, FL. Compensation will be determined based on the selected candidate's qualifications, experience, and geographic location.

Essential Duties and Responsibilities:

• Aligns and coordinates with the IT organization to deliver and maintain integrated service software infrastructure systems.
• Delivers world class infrastructure solutions for supporting customers globally.
• Establishes strategic priorities, goals, and key performance indicators for the Global Service Operations organization.
• Manages global service and repair metrics by collecting, analyzing, and summarizing data and trends. Drive corrective actions as assigned.
• Strong technical acumen to perform business data analysis and reporting. Coordinates data mining requests and provides precise analytics.
• Manages and organizes training development for new products and systems. Ensures service & repair team members are seen as experts in their field.
• Manages the service and repair portfolio of programs and projects from project initiation through completion providing project oversight and governance.
• Develop and implement process improvement programs to streamline global internal and external processes and procedures to improve our customer experience.
• Leads cross-functional initiatives and projects involving IT, Quality, Manufacturing and Finance to support the service and repair organizational goals.
• Provides leadership and direction to Service Operations and Project Management teams. Travel up to 15%.
• Ensure compliance within functional area and support the compliance objectives of the organization.

Education and Experience:

• Bachelor's degree in business, information technology, project management, or engineering/science required
• 10 years of related experience in engineering, information technology, customer service, or operations
• 5+ years' experience working with ERP & CRM systems as a subject matter expert
• 5+ years experience in a highly regulated environment preferred
• 7+ years of people management experience preferred
• PMP and Six Sigma Black Belt preferred

Knowledge and Skill Requirements/Specialized Courses and/or Training:

• Skilled in working with different functions and effectively coordinates their activities to achieve desired results.
• Excellent listening skills, including the ability to identify and isolate customers concerns or objections, in addition to excellent written and oral communication.
• Travel required.
• PC and various specialized software. High efficiency in MS Excel, PowerPoint, Word, Outlook, PowerBI.

Reasoning Ability:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Mathematical

Skills:

• Ability to comprehend and apply mathematical and financial principles to the degree required to perform the job.

Language and Communication

Skills:

• Ability to comprehend and apply language skills to the degree required to perform the job based upon the job requirements listed above.
• Ability to verbally communicate ideas and issues effectively to other team members and management.
• Ability to write and record data and information as required by procedures.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job,…