Zone Operations Manager, Customer Care Center - Cary NC

Siemens Healthineers AG; Cary (NC); On-site; USD 123,000 - 170,000; 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 and safe time

Job summary

Siemens Healthineers seeks an experienced Zone Operations Manager to lead the CCC team, overseeing people development and end-to-end service delivery within the West Zone. You will manage dispatch, scheduling, backlog, and field capacity while partnering with Field Service and regional leadership to drive improvements and resolve escalations.

A strong coaching culture and cross-functional collaboration are essential.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Proven people-leadership experience in operations, customer service, field service, or a related environment.
• Strong business acumen, analytical thinking, communication, and an end-to-end service delivery mindset.
• Ability to lead in a dynamic, high-volume environment and influence outcomes across organizational boundaries.
• Proficiency with Microsoft Office tools including Excel, PowerPoint, Word, and Outlook.

Responsibilities

• Lead CCC employees through clear expectations, regular feedback, performance management, and development planning.
• Own overall service delivery performance for the zone, with accountability for customer commitments, operational outcomes, and the end-to-end customer experience.
• Partner with Field Service and regional leadership to improve customer outcomes, rather than optimizing individual processes or functional metrics in isolation.
• Identify root causes and lead sustainable improvements that simplify, standardize, or automate work.

Skills

People leadership

Operations management

Customer service

Scheduling & dispatching

Data analysis

Communication

MS Office

Cross-functional collaboration

Education

Bachelor’s degree or equivalent

Tools

MS Office

Job description

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

This role is well suited to an experienced people and operations leader who thrives in a fast-paced, customer-focused environment. As a Zone Operations Manager, you will have ownership of service delivery performance within your assigned zone. You will lead the people and daily operations of the CCC while partnering across Field Service and other teams to ensure customer commitments are met. Success is measured not only by CCC execution, but by the overall service outcomes experienced by our customers. You will be responsible for:

People Leadership & Development

• Lead, coach, and develop CCC employees through clear expectations, regular feedback, performance management, and development planning.
• Support hiring, onboarding, training, engagement, and succession planning while fostering an inclusive and accountable team culture.

Zone Performance & Service Delivery

• Own overall service delivery performance for the zone, with accountability for customer commitments, operational outcomes, and the end-to-end customer experience.
• Maintain an end-to-end view of service delivery, connecting dispatch, scheduling, backlog, field capacity, customer communication, and execution.
• Use operational data to identify risks and performance gaps, align priorities and resources, and drive action across organizational boundaries through resolution.

Customer & Cross-Functional Partnership

• Partner with Field Service and regional leadership to improve customer outcomes, rather than optimizing individual processes or functional metrics in isolation.
• Resolve significant customer, field, employee, and operational escalations in partnership with CCC leadership and cross-functional teams.
• Lead zone performance discussions, ensuring issues have clear ownership, actions, and follow-through through resolution.

Governance, Improvement & Change

• Ensure adherence to established processes, quality requirements, policies, and operational standards.
• Identify root causes and lead sustainable improvements that simplify, standardize, or automate work.
• Lead employees through process, technology, and organizational change while maintaining continuity of customer support.

The Key Working Relationships for this position

• Customer Care Center leadership and frontline teams
• Regional and Zone Field Service Leadership
• Workforce Management, Quality, Training, and Process Engineering
• Cross-functional Service Operations and business partners

This position may suit you best if you are familiar with what is below

• People leadership in a fast-paced service, operations, customer-care, call center, or field-support environment.
• Customer service operations, workforce management, scheduling, dispatching, or related service-delivery processes.
• Coaching employees, managing performance, and building accountable, engaged teams.
• Using operational data to identify risks, solve problems, and drive end-to-end service delivery performance.
• Leading through competing priorities, escalations, and organizational or technology change.
• Demonstrating an ownership mindset and the ability to drive customer and business outcomes across functional boundaries.

Required skills to have for the success of this role

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Demonstrated people-leadership experience in operations, customer service, field service, or a related environment.
• Strong business acumen, analytical thinking, communication, and an end-to-end service delivery mindset.
• Ability to lead in a dynamic, high-volume environment and influence outcomes across organizational boundaries.
• Proficiency with Microsoft Office tools including Excel, PowerPoint, Word, and Outlook.

This role will primarily support the West Zone and requires schedule flexibility to provide leadership coverage through approximately 6:00–7:00 p.m. Eastern Time on a regular basis. The Zone Manager will also participate in a rotating weekend on-call schedule with other CCC managers to provide leadership support outside normal business hours as needed.

Who we are

We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work

When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Siemens Healthineers businesses, please visit our company page here.

The base pay range for this position is:

$123,460 - $169,752

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

Benefits and Perks

• medical insurance
• dental insurance
• vision insurance
• 401(k) retirement plan.
• life insurance
• long-term and short-term disability insurance
• paid parking/public transportation
• paid time off
• paid sick and safe time.

Equal Employment Opportunity Statement

Siemens Healthineers is an Equal Opportunity and Aff… all qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

EEO is the Law

Applicants and employees are protected under Federal law from discrimination. To learn more, click here.

Reasonable Accommodations

Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.

If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here. If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at [e-mail]. Please note HR People Connect People Contact Center will not have visibility of your application or interview status.

California Privacy Notice

California residents have the right to receive additional notices about their personal information. To learn more, click here.

Export Control

“A successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.”

Data Privacy

We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Register here to get started.

To all recruitment agencies

Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.