Sr Manager - Global Service Operations - Medical Devices

Arthrex; Naples (FL); On-site; USD 184,000 - 265,000; Full time

Benefits offered by this job

Medical Insurance

Annual Bonus

Life Insurance

401(k) Plan

FSA

Paid Time Off

Job summary

Arthrex, a global medical device leader, seeks a Sr Manager for Global Service Operations. The role directs service operations, project management, analytics, and training to support global service and repair.

Requires a business/IT/PM/engineering background with 10+ years in related fields, ERP/CRM SME experience, and possible PMP/Six Sigma credentials. Travel up to 15% and Naples or Santa Barbara base offered.

Qualifications

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

Responsibilities

• Aligns and coordinates with IT to deliver and maintain integrated service software infrastructure systems.
• Delivers world class infrastructure solutions for supporting customers globally.
• Establishes strategic priorities, goals, and KPIs for Global Service Operations.
• Manages global service and repair metrics and analyzes data to drive corrective actions.
• Leads data analysis and reporting for business insights.
• Coordinates data mining requests and provides precise analytics.
• Oversees training development for new products and systems, ensuring staff expertise.
• Manages service and repair programs from initiation to completion with governance.
• Implements process improvements to streamline global internal and external processes.
• Leads cross-functional initiatives involving IT, Quality, Manufacturing and Finance.
• Provides leadership to Service Operations and Project Management teams.
• Travel up to 15% and ensure compliance.

Skills

Leadership

Data analysis

Cross-functional collaboration

Education

Bachelor's degree in business/IT/PM/engineering

Tools

ERP systems

CRM systems

MS Excel

PowerPoint

Word

Outlook

PowerBI

Job description

Requisition ID: 67261Title: Sr Manager - Global Service Operations - Medical DevicesSalary Range: Salary Minimum: $184,000.00 Salary Maximum: $264,500.00

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.

Machine, Tools, And/or Equipment Skills

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, the employee is regularly required to talk or hear and listen. The employee is frequently required to sit; use hands and fingers on the keyboard to type and reach with hands and arms. The employee must occasionally lift and/or move up to 35 pounds.

Vision Requirements

Visual acuity necessary to do the job safely and effectively.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The area that this job is performed in is a home office, general office or open cubicle/workstation environment. The noise level in the work environment is usually moderate.

Arthrex Benefits

• Medical, Dental and Vision Insurance
• Company-Provided Life Insurance
• Voluntary Life Insurance
• Flexible Spending Account (FSA)
• Supplemental Insurance Plans (Accident, Cancer, Hospital, Critical Illness)
• Matching 401(k) Retirement Plan
• Annual Bonus
• Wellness Incentive Program
• Free Onsite Lunch
• Gym Reimbursement Program
• Tuition Reimbursement Program
• Trip of a Lifetime
• Paid Parental Leave
• Paid Time Off
• Paid Sick Leave
• Volunteer PTO
• Employee Assistance Provider (EAP)
• Eligible for discretionary Long Term Incentive program

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.