Edwards Lifesciences Director, Customer Operations (Customer Service) & Contracts – Europe, Middle East, Africa, Canada, Latin America in Nyon, Switzerland
Lead the development of the EMEACLA Customer Operations (Customer Service) and Bids & Tenders/Contracts strategy and of leads a group of internal & external professionals focused on executing the strategy across the region and on developing high value services for end customers and our sales organization within assigned region(s) (e.g., 18 locations in Europe, Middle East, Africa, Canada and Latin America)
Main Job Functions
Direct, develop and lead the Digital and Organizational Transformation strategy of Customer operations (Customer Service) aimed at delivering improved standardization, automation, harmonization and centralization across the region
Direct value proposition expansion and strategic programs (e.g., Customer Service, Bids & Tenders) through service delivery
Lead the development of programs improving operational excellence inclusive of business processes optimization, organizational development and change management across all European Countries (efficiency & consistency).
Advise executive management on trends and best practices related to field support organizational development, core processes an systems
Oversee and accountability for the delivery of Customer Operations and Contracts excellence while ensure compliance with appropriate regulations (e.g., ISO 13485 and SOX requirements, with no major audit findings in any location, international trade and European medical device regulations)
Direct Customer Operations (Customer Service) and Bids & Tenders/Contracts activities with overall responsibility of developing systems, planning, staffing, budgeting, managing expense priorities, recommending and implementing changes to methods through several managers. Develop a robust talent development and succession planning in alignment with functional growth strategies across the EMEACLA organization
Influence, engage and ensure stakeholder satisfaction and improve customer engagement across a matrixed organization (e.g., BU and country management)
Build strong relationship across the Edwards Matrix (BU & Countries), and with top customers, to ensure alignment with constantly evolving priorities.
Ensure an effective feedback loop with internal and external customers, based on key performance indicators and regular surveys.
Provide input on the development of short, medium, and long term plans to achieve strategic objectives in collaboration with stakeholders. Regularly interact across functional areas with senior management or executives to ensure region objectives are met
Required Education / Skills / experiences
Master's degree in related field required (e.g., Engineering preferred)
Demonstrated success in customer services, sales administration/operations, bids and tender support management experience in progressively senior positions required
Proven success in leading large-scale digital transformation of Customer Service and/or Sales Operations initiatives
Experience in Process optimization leveraging Lean and Six Sigma methodologies
Demonstrated track record in people management including managing across a matrixed, multi-national, and multi-cultural environment. required
Proven successful project management leadership skills
Proficient in Microsoft Office Suite and related tools and systems
Decisive visionary with the objective of balancing tactical and strategic issues
Excellent problem-solving, organizational, analytical and critical thinking skills including high discretion/judgment in decision making
Excellent written and verbal communication skills and interpersonal relationship skills including negotiating and relationship management skills with ability to drive achievement of objectives
Fluent in English required; Knowledge of other languages (e.g., German, French) preferred
Expert understanding of business operations procedures while looking beyond existing methodologies and own discipline to define and resolve complex problems
Expert understanding of related aspects of the company’s products, cultures as well as processes and/or systems
Expert knowledge of financial and business acumen
Ability to develop and integrate metrics into the projects and operations that clearly demonstrate the value of digital transformation to the business
Serve as core partner to senior leaders in Business Units, Functional Groups, and Regions
Strict attention to detail
Proven ability to influence, manage effectively and maintain productive relationships in fast paced changing environment
Fluent in English
Ability to interact with senior management, and others concerning matters of significance to the company
Ability to provide leadership and direction to large cross-functional teams to successfully implement global enterprise systems and related solutions
Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. Driven by a passion to help patients, the company collaborates with the world's leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Headquartered in Irvine, California, Edwards Lifesciences has extensive operations in North America, Europe, Japan, Latin America and Asia and currently employs over 13,000 individuals worldwide.
For us, helping patients is not a slogan - it's our life's work. From developing devices that replace or repair a diseased heart valve to creating new technologies that monitor vital signs in the critical care setting, we focus on helping patients regain and improve the quality of their life.