Senior Service Operations Manager, Core Business

Job Description Summary

The Senior Manager Core Business Operations acts as an operational leader in the region, partnering with the Market Service Directors, Market Managers of Service Operations, and Sr. Director, Business Operations to develop, lead and execute initiatives that improve operational efficiency, service delivery, customer satisfaction and financial performance, within the core businesses of GEHC Imaging and PCS. This leader is responsible for leading initiatives region-wide that drive inventory management, PM compliance, recall execution, and quality and compliance initiatives. Additionally this role is responsible for coaching and mentoring operations roles within the region, leading USCAN-wide growth and profitability initiatives, and driving operational strategy and execution to meet business goals and achieve service delivery metrics across the market.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

Essential Responsibilities:

Operations Leadership:

• Lead cross-functional teams in all aspects of performance management to drive the execution and achievement of business objectives.

• Serve as region representative and point of contact/subject matter expert to USCAN for various operational and growth initiatives.

• Direct manager for Region Ops Specialists and Field Support Specialists

• Mentor, coach and develop operational leaders within the region

• Develop and maintain operational audit checklists for FSS team, providing feedback and 1:1 coaching where audit results indicate operational improvement areas.

• Lead Core business team calls, sharing best practices and facilitating team culture

• Drive Daily Down Systems actions and tracking to ensure we have visibility to mission critical down systems at our top accounts

Inventory, Tools, Storage:

• Lead Inventory Mgmt.- drive pacing to region financial and operational targets, manages aged inventory, reserve risk mitigation, strategic parts & warehouses, NCC/PCC reports

• Lead Daily Down Systems parts backorder process to ensure we escalate for mission critical systems at top accounts

• Manage FSL & CSL- strategic parts warehouses, customer stocking and inventory requests

• Drive parts return rigor through oversight and ongoing field education and outlier reviews

• Oversee Tool Compliance/Ordering, Returns

• Manage the operations and payments of Storage Facilities, Fleet management, Pilot Warehouse payments, SSP POs

• Manage In House Parts- ordering, returning, tracking of IH parts- interfacing directly with customers to support their processes

• Manage inventory exceptions- works with SOIT teams to clear parts

FMI/Recall Management:

• Drives FMI and recall execution at the region level

• Partners with PCS Ops to help drive PCS FMI execution

• Monitors recall/FMI quality and documentation

• Level 2 FMI support in region (kits, documentation, escalations)

Quality & Compliance Operations:

• PM Compliance: approve PM exemptions, implementing new business PMs, PM loading/ rescheduling and optimization, monthly PM look-ahead reports

• Drives USCAN Quality Program initiatives, supports internal and external audits

• Leads 2579/EPE rigor and drives compliance with other quality-required documentation

• Leads CAPA actions at region level

• Drives PM Wear Parts burndown reporting and manages exception requests and overall process in region

• Conducts PM Wear Parts monthly data scrubs for all markets, SR creation & review, PM Wear Parts Ordering for FEs

• Ensures Rad Badge & EHS/Quality Training metrics through DMS KPIs

• PQM and ARC follow-up/defect mitigation

• Reconciles and tracks DI/HTM VC exception requests and metrics discrepancies, supports PCS VC exceptions

Required Qualifications:

• Bachelor’s degree with 7+ years of operational experience in the technical, healthcare or business environment OR 9+ years of operational experience in the technical, healthcare or business environment.

Desired Characteristics:

• Experience in an operations leadership role. 7+ years of healthcare experience

• Experience leading cross-functional operations teams

• Strong business acumen, including a strong financial and operational background. 

• Excellent analytical and communication skills with the ability to communicate with employees and customers at all levels. 

• Exceptional interpersonal skills and as a change agent and process-oriented individual

• Ability to resolve complex issues within functional area and/or area of expertise. 

• Ability to develop and execute priorities and approaches to meet objectives 

• Leading & Relating to Others: Establishes good relationships with customers and staff. Builds wide and effective networks of contacts inside and outside the organization. Relates well to people at all levels. Manages conflict. 

• Shares Expertise: Applies specialist and detailed technical expertise. Develops job knowledge and expertise through continual professional development. Shares expertise and knowledge with others. Uses technology to achieve work objectives. Demonstrates an understanding of different organizational departments and functions. 

• Organizing & Executing: Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity.

• Commercial Thinking: Keeps up to date with competitor information and healthcare market trends. Identifies business opportunities for the organization. Demonstrates financial excellence and awareness of trends.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership –always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration, and support.

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We will not sponsor individuals for employment visas, now or in the future, for this job opening. For U.S. based positions only, the pay range for this position is $118,400.00-$177,600.00 Annual. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location. In addition, this position may also be eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). GE HealthCare offers a competitive benefits package, including not but limited to medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, life, disability, and accident insurance, and tuition reimbursement.

Additional Information

While GE HealthCare does not currently require U.S. employees to be vaccinated against COVID-19, some GE HealthCare customers have vaccination mandates that may apply to certain GE HealthCare employees.