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Head of Operations - Services

Apply now Job no: 608417
Work type: Permanent
Location: Texas Area
Categories: North America, People Manager, Customer Service, Process Improvement, Program/Project Management, Change Management

Change people’s lives and love what you do!  Cochlear develops world-leading medical devices that help people hear. As the top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives.

About the role

In order to help Cochlear design the best customer experience possible, we are recruiting for a Head of Operations in our Cochlear-owned clinic in Houston, Texas.

To be successful in this role you’ll be able to determine the core elements required to create the best possible recipient experience, through a rigorous test & learn methodology. You’ll be responsible for building and managing a small team comprising marketing, product and customer experience staff, while also working collaboratively with third parties in the IT, regulatory and legal areas to achieve this goal. This leadership role is responsible for the end-to-end recipient non-clinical experience and all customers associated with the Houston Clinic.

In this role you'll have the opportunity to make a significant contribution to Cochlear's successful history of innovation by applying your knowledge of lean-start up methodology and entrepreneurship. You'll know you've been successful in this role when you've defined the optimal customer experience and created a blueprint which can be used by Cochlear businesses worldwide.

Key Responsibilities

Accountability 1: Build a Services model from scratch without historical or technical limitations

  •  Recruit a cross-functional, multi-layered team to build and grow the business – spanning customer service, marketing, product, sales and clinical. Develop, coach and mentor staff to deliver on business goals
  • Put in place processes that enable the day-to-day running of operations, including meeting governance and regulatory obligations
  • Set up regular cadence with line manager and Advisory Board; be prepared to run monthly business reviews with Advisory Board
  • If required, develop business cases to present to Advisory Board and other internal stakeholders for additional funding / headcount
  • Assess, select and integrate required platform / system(s), either using internal or external vendors, with the sole lens of choosing the platform / system(s) that will deliver the best customer experience

 Accountability 2: Deliver rapid prototyping of new services to test new service concepts

  • Develop detailed customer journey for both recipients and clinicians, highlighting pain points for each segment (and sub-segment – e.g. adults vs. paeds) and depth / influence of each pain point on customer behaviour
  • Based on pain points identified, put in place robust ‘test and learn’ process that allows hypothesis testing via experimentation; aim is to measure experiments and learn rapidly to create multiple prototypes
  • These innovations should be targeted at improving the recipient experience, either by removing friction from current offerings and processes, and/or from improving the recipient’s convenience and confidence
  • Develop detailed go-to-market launch plan for offerings based on prototypes…and successfully launch offerings in market

 Accountability 3: Increase recipient engagement (short term) and generate higher Services revenue (medium term)

  • Put in place metrics to measure success – including both lead and lag metrics. Goal setting of these metrics should be aggressive, yet achievable and be chosen to generate quick results
  • Develop plan to exceed recipient engagement metrics
  • Develop plan to generate higher Services revenue, through a combination of increasing upgrade revenues (a combination of addressable and early upgrades) as well as creating new revenue-generating service offerings (both stand alone and annuity revenue streams)

Team Role:

  • Demonstrate active improvement and streamlining of existing procedures (e.g. staff onboarding, content review, etc.)
  • Attract, develop and retain the best team to deliver current and future business objectives, for example, by:

    • Ensuring clarity of expectations for individuals and team
    • Providing regular feedback on performance
    • Providing coaching for growth and success to build individual and team capability

Key Requirements

To add value to Cochlear in this role you'll be able to demonstrate the following skills and experience in your application and at interview:

Minimum:

  • End-to-end P&L experience
  • Experience implementing a process for creating new service concepts for highly regulated products
  • Delivery of new service concepts which became successful service products, creating a world-class customer experience and generating revenue and a “sticky” business model
  • Ability to present to and influence senior stakeholders
  • Phenomenal people manager and leader – someone who has built and developed a multi-functional team from scratch

Ideal:

  • An entrepreneur – someone who has started their only company from scratch OR started a division / business unit within a larger organisation
  • Trained in ‘lean start-up’ / ‘design thinking’ or other methodology for rapid prototyping of new service initiatives
  • Experience in platform / systems selection and implementation in the realm of creating world-class customer service experiences
  • Experience with medical device service delivery
  • Knowledge of medical device regulations for clinical trials, product approvals and product quality

Development Value of this role:

  • Creating a model which can be rolled out globally across Cochlear
  • For the first time, being able to pinpoint the key determinants of creating a world-class customer service experience and generating new and sustainable sources of revenue
  • Exposure to all facets of the Cochlear business model
  • Exposure to the most senior level executives at Cochlear (include members of the Board of Directors)

Cochlear Globally:

Cochlear pioneered and is the global leader in the research and development, manufacture and marketing of implantable hearing solutions. Cochlear’s global headquarters is located in Sydney, Australia where we design and manufacture the leading cochlear implant devices in the world. A success story in the commercialization of R&D, Cochlear has a 60% share of the global market, employs more than 2,500 people worldwide, operates directly in over 20 countries and sells in over 100 countries. Over 250,000 people across more than 100 countries now experience hearing as a recipient of a Cochlear hearing solution. Cochlear can offer:

 The Work - A high impact job supporting world leading technology

  • The Organization – A global leader in active implantable medical device hearing technology
  • The Opportunity – To make a difference to the quality of people’s lives and grow your career

As a world-leader in innovative medical devices, Cochlear encourages continuous learning for employees. Visit www.cochlear.com/careers for more information.

Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered.

Cochlear Americas is an Equal Opportunity, Affirmative Action Employer and provides equal employment opportunity (EEO) to all persons regardless of age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state or local lawIn addition, Cochlear will provide reasonable accommodations for qualified individuals with disabilities.  If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2349.

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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