Senior Service Operations Manager, MV and HTM

Job Description Summary

The Senior Manager, MV and HTM Operations acts as the operational leader across the region, partnering with the Market Service Directors, Managers of Service Operations, and Sr. Director Business Operations, to lead initiatives that improve operational efficiency, service delivery, customer satisfaction and financial performance. The Sr. Manager is responsible for coaching and mentoring MV and HTM 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 region.

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:

• Operational service partner to MSDs, partners with MSD to develop operations strategy, action planning and execution for the MV and HTM business

• Leads cross-functional operations teams in all aspects of performance to drive execution and achievement of business objectives for Applied Purchased Services (APS)

• Serves as region representative and point of contact/subject matter expert to USCAN for various operational and growth initiatives in the MV and HTM segments

• Direct manager for MV Service Ops Managers (SOMs) and HTM Service Ops Managers (SOMs)

  • Mentor, coach and develop operational leaders within the region

  • With Region Service Delivery team, drive and develop operational targets and growth initiatives, cost control measures and process improvements

  • Lean Mindset. Support continual improvement of operational infrastructure in support of region goals and objectives

  • Develop and lead operational training and support strategies to ensure a high level of service delivery. Conduct 1:1 with market leaders- coaching/driving operational productivity.

Operational Strategy, Efficiency and Rigor:

• Ownership of APS targets and actions within region and market. Drive action plans at the customer and product/modality level. Drive action upstream with HQ team for sourcing, training, and support for National Contracts and Local Contract Agreements

• Lead peripherals strategy to efficient customer service and KPIs, with particular focus on injectors, chillers, and UPS products

• Leads Operational DMS with MSD/MSO/ASLs with specific goals for MV and HTM, including customer and business KPIs such as Open Case Average, Documented Status, PM Compliance, and Total Time to Repair

• Participate in Business Ops Team Call & Region QMI, Lead Market Team Call, Monthly Business Reviews (MBRs) and Market Huddles

• Collaborate with the Region VCP Leader to ensure successful implementation of VCP processes & targets for region, support cost to serve initiatives in MV and HTM space

Business Optimization & Commercial Outcomes:

• Aligns market ODS actions with region strategy, tracks and paces ODS progress through weekly rigor and target setting, focus on MV Billable POs and HTM T&M at the site and account level

• Collaborate with the On Demand Growth Leader to ensure successful implementation of all new initiatives for their market and the region. Partner on ODS through 1:1's with On Demand Service Leaders. Lead and maintain on demand funnel growth through SFDC. Focus areas HTM Upgrade programs and MV UPS and chiller upgrades

• Provides input to region finance on APS estimates, variances to targets, and operating plans

• Supports MSD/MSO/ASL on market level APS estimates and actions

• Partners with MSD on labor actions: site and market level health, MV and HTM training plans, big deal and growth plans

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.