Head of Customer Service Excellence & AI Transformation

Siemens Healthineers AG; Cary (NC); On-site; USD 166,000 - 228,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Long-term and short-term disability

Paid parking/public transportation

Paid time off

Paid sick leave

Job summary

Siemens Healthineers in the United States seeks a Head of Business Excellence for North America Customer Service. You will lead a small team that monitors customer service operations, diagnoses root causes, and designs future-state workflows to improve performance at scale.

The role bridges signals to execution, delivering validated benefits and owning operational outcomes. You will work with Quality, Regulatory, Finance, IT, and HR to realize measurable improvements.

Qualifications

• Bachelor’s degree in business, Engineering, Operations Management, Economics, or related field.
• 10+ years of experience in management or internal consulting, operational excellence, business transformation, or service operations.
• Proven experience leading and developing high-potential talent, including coaching, performance management, and preparing team members for broader roles.
• Track record of building systems that detect operational issues early, diagnosing root causes, and driving corrective action with line leaders.
• Strong analytical and trend-analysis skills.
• Ability to diagnose complex cross-functional performance issues and convert them into decision-ready business cases.
• Experience redesigning end-to-end service processes by combining Lean, AI and automation.
• Understanding of the business value and cost of AI and automation.

Responsibilities

• Monitor Operational Performance and track analytics for service delivery, workforce, and finance.
• Diagnose root causes and define problem statements, baselines, and scope.
• Redesign service workflows with Lean, AI, and automation.
• Build business cases with baselines, targets, risks, and ownership.
• Drive execution with regional leaders and assign clear owners and timelines.
• Track value and verify realized benefits with business units.
• Lead and develop a high-potential team with clear goals and feedback.

Skills

Leadership

Analytics

Problem Solving

Stakeholder Management

Strategic Thinking

Education

Bachelor's degree in business or related field

Advanced degree preferred

Job description

Siemens Healthineers in the United States seeks a Head of Business Excellence for North America Customer Service. You will lead a small team that monitors customer service operations, diagnoses root causes, and designs future-state workflows to improve performance at scale.

The role bridges signals to execution, delivering validated benefits and owning operational outcomes. You will work with Quality, Regulatory, Finance, IT, and HR to realize measurable improvements.