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Director, Customer Experience and Critical Response

Company: Disability Solutions
Location: El Segundo
Posted on: May 11, 2024

Job Description:

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
            • Demonstrated pattern of intellectual curiosity
            • A sense of urgency and impatience with the status quo
            • Ability to manage multiple priorities with flexibility in a fast-paced environment.
            • Exceptional interpersonal, verbal and written communication skills
            • A true team player with excellent interpersonal skills and the ability to work with executives both within the company, its partners, and its clients
            • Excellent communication and organizational skills
            • Highest standards of ethical behavior
            • Excellent at multitasking
            • Ability to adapt and demonstrate flexibility in dealing with changing priorities and work situations
            • Willingness to travel 50% Essential Functions:Has contact with:
              • External clients and stakeholders to include C-suite
              • Their department and All OR1 Field Operation departments
              • All KARL STORZ OR1 enabling departments
              • Vendors and Contractors
              • Executive Leadership Physical requirement/Demands:
                • Work in and around hospital personnel, sensitive medical equipment, and patients
                • Light, occasional physical effort
                • Adhere to and maintain Hospital credentialing requirements
                • Must be able to pass drug screenings as required by Customer facilities Interpersonal and Communication skills:
                  • Executive communication
                  • Multicultural communication
                  • Verbal and written communication
                  • Presentation Skills
                  • Conflict Management and Conflict Resolution
                  • Problem solving
                  • Ability to lead teams
                  • Horizontal leadership Mental requirements/emotional demands:
                    • Ability to adapt and demonstrate flexibility in dealing with changing priorities and work situations.
                    • Ability to remain composed during difficult customer interactions. Core Requirements:
                      • Degree of accountability: Self-directed
                      • Degree of decision making: Specialized tasks, Creative tasks
                      • Financial/Budgetary: Limited to less than $1M costs and $5M revenue
                      • Safety: Ahere to KARL STORZ safety protocols
                      • Quality: Adhere to KSEA OR1 Quality Requirements
                      • Supervision: Directs multiple departments through subordinates
                      • Travel: Good driving record Up to 50% travel during the year throughout the US, Canada and Mexico to customer sites that include, but are not limited to: hospitals, operating rooms, laboratories, and surgery centers. #LI-NM1Your Benefits
                        • Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too!*
                        • 3 weeks vacation, 11 holidays plus paid sick time*
                        • Up to 8 weeks of 100% paid company parental leave**
                        • 401(k) retirement savings plan providing a match of 60% of the employee's first 6% contribution (up to IRS limits)
                        • Section 125 Flexible Spending Accounts
                        • Life, STD, LTD & LTC Insurance
                        • We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement
                        • Fitness reimbursement of up to $200 annually
                        • Employee referral program of up to $2,000 per hire
                        • And much more! *Field sales, internships, and part-time employees are not eligible except where required by state law. Non-employees, including temporary workers and consultants, are not eligible to participate in the KARL STORZ benefits program. **To include, maternal/paternal leave, adoption, and fostering of a child. KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employees must comply will all applicable KARL STORZ policies and procedures.Credentialing requirements at KARL STORZKARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as a condition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to ask how credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.Pay TransparencyThe pay range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a specific team member's base salary and/or hourly pay rate, several factors will be considered including such things as location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and the amount budgeted for the role.Equal Employment Opportunity & Reasonable Accommodation StatementKARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices, and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status, or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at taoperations@karlstorz.com.Get in Contact

Keywords: Disability Solutions, Los Angeles , Director, Customer Experience and Critical Response, Executive , El Segundo, California

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