Service Operations Manager - Customer Care Center at Siemens Medical Solutions USA, Inc. in Cary, North Carolina

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.


Apply now for the position of a Service Operations Manager and you will lead a team of highly motivated Customer Service Representative acting as the first touchpoint with the customer and a dedicated team that supports specific vendor dispatch for our customers.










Your role:

• You perform CCC-Ops functions as staffing warrants and/or redistributing team daily workload based on staffing and volume in conjunction with Workforce Management.


• You systematically apply statistical and/or logical techniques to describe and illustrate, condense, and recap, and evaluate data.


• You proactively seeks opportunities for improvements and may define and suggests strategies for implementation.


• You develop and deliver training and education programs aimed at increasing the skill set of the Customer Service Coordinators, provides quality & process assurance oversight


• You provide continuous coaching, development and training of team members.


• You evaluate direct report performance and identify areas of development with a regular feedback cadence.

Your expertise:

• Minimum of 5 years professional Customer Facing experience.


• BS/BA Degree. (However Commensurate experience may be substituted for education)


• Minimum 3 years direct management experience Managing a Team (Healthcare or medical device experience preferred)


• Excellent communication skills - verbal, written and presentation.


• Ability to drive people, process, and technology initiatives to efficiently support a world-class customer experience.


• Self-starter, self-motivated, high level of initiative, embraces an ownership culture


• Proficient in data analytics & the utilization of dashboards


• Ability to understand the situational leadership model and apply appropriately.


• Ability to provide weekend on-call hours every 6 weeks

Who we are:


We are a team of more than 71,000 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. Check our Careers Site at https://jobs.siemens-healthineers.com/careers


As an equal opportunity employer, we welcome applications from individuals with disabilities.


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 regulation.


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Equal Employment Opportunity Statement

Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. 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.


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