Head of Customer Service Excellence & Operations

563d Siemens Medical Solutions USA, Inc.; California; 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

Disability insurance

Paid time off

Job summary

Siemens Healthineers in the United States seeks a Head of Business Excellence in North America Customer Service to lead a small team and drive improvements across service operations. You will diagnose root causes, design future-state workflows using Lean, AI and automation, and deliver measurable benefits with operational owners.

Collaborating with Quality, Regulatory, IT, Finance and HR, you will build business cases, set standards, and ensure execution that scales across North America.

Qualifications

• 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.
• Strong analytical and trend-analysis skills and ability to diagnose cross-functional performance issues.
• Experience redesigning end-to-end service processes by combining Lean, AI and automation.
• Understanding of business value and cost of AI and automation.

Responsibilities

• Monitor operational performance and build analytics tracking performance, risks, and costs.
• Identify service commitments at risk and gaps in ownership across the service process.
• Define performance standards and early-warning indicators for critical areas.
• Review core service workflows for automation and AI opportunities.
• Diagnose root causes and frame engagements with clear problem statements and successes.
• Lead a high-potential team and coach analytics and process redesign skills.
• Collaborate with HR, IT, Quality and Regulatory to ensure safety and compliance.

Skills

Leadership

Management

Analytics

Root-cause analysis

Education

Bachelor's degree in business or related field

Advanced degree preferred

Tools

Lean

AI & automation

Job description

Siemens Healthineers in the United States seeks a Head of Business Excellence in North America Customer Service to lead a small team and drive improvements across service operations. You will diagnose root causes, design future-state workflows using Lean, AI and automation, and deliver measurable benefits with operational owners.

Collaborating with Quality, Regulatory, IT, Finance and HR, you will build business cases, set standards, and ensure execution that scales across North America.