Edwards Lifesciences Director, Customer Operations, Europe, Middle East & Africa in Nyon, Switzerland
Leads the development of the organization in charge of quote to invoice and post sales customer support.
Main Job Functions
Manage the function, with overall planning, staffing, and budgeting responsibility. Develop a robust talents development plan, anticipating automation and digitalization of routine tasks and the creation of new services to sales and customers. Maintain operational excellence, in compliance with ISO 13485, SOX, European Medical Device Regulation, and US trade compliance standards. Ensure an effective feedback loop with internal and external customers, based on key performance indicators and regular surveys.
Lead a continuous transformation effort, anticipating on evolving market dynamics and acceleration of digitalization and processes automation, to deliver best in class value at optimal cost to serve.
Contribute to the development of short, medium, and long-term plans to achieve strategic objectives of the region.
Other incidental duties
Required Education / Skills / experiences
Demonstrated success in managing one or many of the following functions, in progressively senior positions: customer service, supply chain, sales operations, manufacturing.
Proven success in leading large-scale organizational transformation, leveraging process automation, and digitalization.
Demonstrated track record in people management including managing across a matrixed, multi-national, and multi-cultural environment.
Decisive visionary with the capability to balance tactical and strategic issues
Excellent problem-solving, organizational, analytical and critical thinking skills including high discretion/judgment in decision making
Expert understanding of business operations procedures while looking beyond existing methodologies and own practice to define and resolve complex problems
Capability to quickly learn key aspects of the company’s products, as well as processes and/or systems
Ability to develop and integrate metrics that clearly demonstrate best in class operational excellence, and superior value delivered to internal and external customers.
Serves 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
Ability to interact with senior management
Master or doctorate degree (e.g., Engineering preferred)
Excellent written, verbal communication, and interpersonal relationship skills.
Fluency in English required; Knowledge of other languages (e.g., German, French) preferred
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 15,000 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.