VP of Services & Operations — Customer Experience & Growth

Alma Lasers; Buffalo Grove (IL); Hybrid; USD 250,000 - 300,000; Full time

Job summary

Alma Lasers USA is seeking a Vice President of Services & Operations to oversee service operations, warehouse logistics, and customer relations. Based in Buffalo Grove with some time in Chicago, you will lead a 25+ team to improve service delivery and customer satisfaction across North America.

The role focuses on driving revenue growth through service contracts, optimizing KPIs, and collaborating with global HQ to implement standardized processes and technology upgrades.

Qualifications

• Bachelor’s degree in Business, Operations Management, or a related field is required.
• Minimum 10 years of progressive experience in operations leadership roles.
• Extensive experience in the medical devices or a closely related industry; understanding of regulatory environment.
• Willingness to travel 6 times per year including 2 international trips.
• Experience leading teams of 25+ and cross-functional collaboration.

Responsibilities

• Oversee service operations across North America, ensuring high levels of customer satisfaction.
• Manage warehouse logistics, storage, and distribution of products.
• Lead and develop the customer relations team and call center operations.
• Implement proactive service contracts to increase uptake and loyalty.
• Collaborate with HQ to align service strategies with corporate goals.
• Drive KPI-based initiatives to grow service revenue and efficiency.

Skills

ERP systems

CRM systems

SAP

Salesforce

MS Office

Excel

PowerPoint

Outlook

Leadership

Customer focus

Travel readiness

Education

Bachelor's degree

Master's degree preferred

Tools

SAP

Salesforce

Job description

Alma Lasers USA is seeking a Vice President of Services & Operations to oversee service operations, warehouse logistics, and customer relations. Based in Buffalo Grove with some time in Chicago, you will lead a 25+ team to improve service delivery and customer satisfaction across North America.

The role focuses on driving revenue growth through service contracts, optimizing KPIs, and collaborating with global HQ to implement standardized processes and technology upgrades.