Director, Clinical

The Director builds and leads a high-performing organization that advances clinical excellence, digital readiness, and customer trust, playing a key role in positioning Stago as the clinical partner of choice and a leader in digitally enabled hemostasis solutions.

Customer Experience & Clinical Excellence Leadership:

• Own the end-to-end customer experience across the Clinical Applications organization, including clinical applications, training, digital support, implementation, validation, troubleshooting, workflow optimization, and ongoing customer enablement.
• Ensure consistent delivery of high-quality customer implementations, validations, training programs, technical support, and workflow improvement initiatives.
• Establish Stago as a trusted clinical partner by ensuring customer-facing teams deliver expertise, responsiveness, professionalism, and measurable value.
• Personally engage in high-impact customer escalations, VIP account support, strategic partnerships, and complex customer-facing situations requiring senior leadership involvement.
• Drive a customer-first culture where every action, decision, and process is designed to improve customer confidence, satisfaction, retention, and long-term success.

Organizational Leadership & Talent Development:

• Lead, develop, and inspire a high-performing, multi-level team across Applications, Training, and Digital functions.
• Establish clear roles, responsibilities, expectations, and career pathways across the organization.
• Develop and implement competency frameworks across key areas, as determined by Executive leadership.
• Partner with senior leadership, as applicable, to build strong onboarding, training, coaching, mentoring, and succession planning programs to ensure organizational depth and consistency.
• Create a culture of accountability, collaboration, knowledge sharing, continuous improvement, and technical excellence.
• Identify capability gaps across regions and teams and develop targeted plans to improve consistency, confidence, and execution.

Escalation Management & Operational Excellence:

• Build an environment where regional escalations align with a clear national escalation framework, ensuring timely triage, cross-functional alignment, documentation, root cause analysis, and resolution.
• Define and enforce structured escalation triggers, ownership expectations, communication standards, resolution timelines, and closure requirements.
• Drive reduction in repeat issues through data analysis, root cause trending, SOP optimization, documentation improvements, and targeted training.
• Ensure all teams operate in full compliance with company policies, regulatory requirements, quality standards, and customer expectations.
• Establish key operational metrics to improve responsiveness, escalation quality, implementation success, customer satisfaction, and team performance. Monitor KPIs, dashboards, reporting mechanisms across Applications, Training and Digital Teams.
• Oversee the Digital Solutions function to ensure strong alignment between clinical workflows, middleware, connectivity, cybersecurity readiness, remote solutions, and customer implementation needs.
• Ensure digital capabilities are embedded across all customer-facing teams, including Applications, Training, Sales, Service, and Hotline.
• Support the development of digital playbooks, readiness checklists, implementation workflows, escalation pathways, and customer-facing documentation.
• Position Stago as a leader in digitally enabled hemostasis solutions by ensuring customers can successfully implement, adopt, and optimize Stago's digital platforms and integrated workflows.

Technical Excellence, Validation Governance & Escalation Rigor:

• Establish and standardize national validation and implementation practices aligned with CLSI, CAP and industry standards, ensuring consistent QC, Westgard, IQCP, and assay validation execution across regions.
• Monitor the data trends to drive targeted training, technical coaching, preventative actions, SOP improvements, and field execution consistency.
• Collaborate with all applicable teams to continuously evolve validation templates, SOPs, technical training programs and customer-facing tools.
• Ser…