Director, Customer Experience and Critical Response
3 weeks ago
At KARL STORZ, we take pride in helping patients
through some of the toughest journeys of their lives.
We are making contributions that matter.
Regardless of your role, YOU improve patients’ lives every day.
**Location**:El Segundo, CA, US, 90245
**Company**:KARL STORZ Endoscopy-America, Inc.
**Pay Range**:$111,200 - $189,850
**ID #**:3121
**Job Purpose and Core Tasks**:
The Director of OR1 Customer Experience and Critical Response (CRT) plays a vital role in serving as the OR1 operations lead for tiered-level customer support, escalation management of advanced technical issues, and ensuring successful client resolutions. The role is responsible for supporting the Enterprise Operations issue management initiatives and the executive customer escalation process.
The Director of OR1 Customer Experience and Critical Response is a key member of OR1 Field Operations senior leadership and discussions involving strategy development implementation and resolution execution. This role will work cross-functionally with OR1 Field Operations verticals, KSEA Sales & Marketing, OR1 Quality, OR1 Logistics, OR1 Engineering and adjacent internal KS departments to expedite the resolution of escalated issue to meet executive-level expectations
In addition, the Head of OR1 Customer Experience and Critical Response has responsibility for the national critical response department to include: the National Manager of CRT, network specialists, field engineers, and a team of software development engineers. The role reports to the Executive Director, Technology Marketing and Field Operations.
**Duties and Responsibilities**
**OR1 Field Operations**:
- Manage and oversee all escalated technical installation and service issues.
- Engage horizontally with OR1 verticals: Customer Success, Product Deployment, Performance Support and Governance to dimension escalated issues, formulate strategy, and execute actions for resolution.
- Serve as lead representing OR1 field operations in client engagements.
- Drive collaboration with cross-functional teams, including technical experts, support teams, and senior management, to ensure alignment in addressing escalated issues
- Manage and develop CRT in addition to providing direction and oversight of work responsibilities.
- Advocate for a culture of continuous improvement in problem-solving and incident prevention
- Utilize data-driven insights to support problem investigations and prioritize areas for improvement
- Define and track key performance indicators (KPIs) related to executive escalations and problem management, providing regular reports to executive leadership
- Perform other job-related duties or special projects as assigned.
**Project Management**:
- Lead all CRT strategic engagements, internal and external, representing OR1 Field Operations
- Align internal resources and available data sets for holistic view of escalated issues
- Manage internal relationships with enabling, adjacent departments.
- Ensure all internal stakeholders view the project through a single pane of glass.
- Manage relationships with executive clients and stakeholders.
- Design risk mitigation plan for the project
- Maintain comprehensive records of escalated issues, investigations, findings, and resolutions
- Identify opportunities to enhance problem management processes and procedures based on lessons learned from executive escalations
**Sales & Marketing**:
- Serve as lead in, representing field operations, in all internal sales engagements.
- Proactively communicate project status, activities, and outcomes to peer senior leadership within Sales, Marketing, and Operations.
- Drive collaboration with the sales team by leading the strategy development, execution of activities, and resolution for impacted customers.
**Customer Experience**:
- Ensure customers remain raving fans.
- Set customer expectations and provide updates regarding troubleshooting and resolution action plans for internal and external executive customers
- Build and develop strong relationships with key customer stakeholders and internal partners.
- Be the voice of the customer and provide internal feedback for continuous improvement.
**Minimum Knowledge, Education, and Skill Requirements**:
**Required**:
**Minimum education, years of relevant work experience**:
- A minimum education level of a Bachelor’s Degree and at least 5-7 years managerial experience; or equivalent combination of education and experience
- A minimum of 10 years in medical device sales or customer success
- A minimum of 5-7 years of field based managerial experience
- Track record of exceptional quantitative and qualitative results in field sales or customer success
- Track record of working collaboratively in a matrix-ed environment
- Track record in project / process improvement
- Knowledge and experience in the medical device and/or healthcare marketplace
**Minimum soft skill requirements**:
- Demonstrated outstanding personal leadership
- Demons
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