Director of Service Operations & Returns

Kestra Medical Technologies, Inc • Full-time • Kirkland, Washington, United States • 1w ago

The Kestra team has over 400 years of experience in the external and internal cardiac medical device markets. The company was founded in 2014 by industry leaders inspired by the opportunity to unite modern wearable technologies with proven device therapies. Kestra’s solutions combine high quality and technical performance with a wearable design that provides the greatest regard for patient comfort and dignity. Innovating versatile new ways to deliver care, Kestra is helping patients and their care teams harmoniously monitor, manage and protect life.

The Director of Service Operations & Returns plans, builds and directs all aspects of Kestra’s policies, processes, projects, and operations related to Technical Support, Returns and Rental Asset Management. Establishes policies and procedures to provide effortless service and support for our customers and the return of Kestra owned devices placed with customers. Develops service level standards to promote optimized Customer and product journeys. Partners with cross-functional leaders to align the Technical Support, Returns and Rental Asset Management function with overall business objectives, goals, and strategies.

ESSENTIAL DUTIES:

Develop and execute plans to run the rental fleet and patient-facing technical support and returns functions of an innovative and mission-driven med-tech company.
Design and optimize processes, digital transformation, operating procedures and metrics for a high-performance, lean organization.
Successfully forecast demand, optimize fleet mix, and expand to meet growth objectives.
Partner with cross-functional stakeholders to enhance Kestra’s Customer Experience design and capabilities.
Analyze data for insights that will improve asset utilization, optimize fleet mix, and aid procurement planning.
Establish new, and improve existing, policies and practices to ensure the timely return of medical devices from customers.
Oversee a remote contact center and understand the related software to route, manage and report, including technical service.
Leverage BI and analytics capabilities to make effective data-based decisions.
Understand and differentiate analytics required for internal operations vs. customer experience.
Provide services per Service Level Agreements/Objectives.
Promote a culture of continuous process improvement.
Ensure regulated compliance processes and procedures are in place and followed.
Provide direction related to operational processes, general policies, service quality and performance feedback.
Overall financial and budget responsibility for Cost Centers, Asset Depreciation, Asset Utilization and Asset Loss.
Adhere to Pledge of Confidentiality

- Information regarding a patient of this company shall not be released to any source outside of this company without the signed permission of the patient. Furthermore, information will only be released internally on a need-to-know basis. All Team Members will not discuss patient cases outside the office or with anyone not employed by this company unless they are directly involved with the patient’s case.

COMPETENCIES:

Passion: Contagious excitement about the company – sense of urgency. Commitment to continuous improvement.
Integrity: Commitment, accountability, and dedication to the highest ethical standards.
Collaboration/Teamwork: Inclusion of Team Member regardless of geography, position, and product or service.
Action/Results: High energy, decisive planning, timely execution.
Innovation: Generation of new ideas from original thinking.
Customer Focus: Exceed customer expectations, quality of products, services, and experience always present of mind.
Emotional Intelligence: Recognizes, understands, manages one’s own emotions and is able to influence others. A critical skill for pressure situations.

QUALIFICATIONS:

BS or BA required, preferably in Business or a related field
Minimum of 10 years’ managerial experience
Minimum of 6 years’ experience directing customer service for a product manufacturer
Experience defining user requirements for Customer Service and Field Service Management systems
Experience defining user requirements for Contact Center systems
Prior history managing a fleet of rental assets and/or utilization rates of company-owned assets
Must have the highest ethical standards and personal integrity

PREFERRED:

Prior experience in consumer facing rental models, especially with life sciences and patient experience
Broad knowledge of Customer Experience Management methodology
Broad knowledge of process improvement methodologies such as Six Sigma, Lean or TQM
Rental lifecycle management: Insight into asset utilization, depreciation, and return logistics
Ability to think creatively and holistically
Outstanding interpersonal skills
Excellent written and verbal communication skills
Strong project management skills
Strong analytical skills

SUPERVISORY RESPONSIBILITIES:

Directly manages Supply Chain Operations team members including, but not limited to, conducting performance reviews, providing feedback, and helping to set professional development goals.

WORKING CONDITIONS:

Fast-paced office environment
Noise level typical of an open office environment
Extended hours as needed including occasional nights and weekends
Kestra manufactures and provides life-saving products regulated by the Federal Food and Drug Administration and under contract with Medicare. Kestra maintains a drug free workplace and testing is a condition of employment, post-offer.

PHYSICAL DEMANDS:

Frequent keyboard and mouse usage
Frequent sitting for extended periods of time
Occasional bending and stooping
Occasional lifting up to 20 pounds

TRAVEL:

Occasional travel, less than 10%

OTHER DUTIES:

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Kestra offers a very competitive benefit package including Medical, Dental, 401K with Match, etc.

Pay equity is an important part of Kestra’s Culture. Our compensation ranges are guided by national and local salary surveys and take into consideration experience level and internal equity. Each role is benchmarked based on the job description provided If your qualifications and/or experience level are outside of the posted position, we encourage you to apply as we are growing fast and roles that are coming soon may not be posted.

Salary: Annualized at $174,000 - $210,000, plus bonus. Depending on experience.

Kestra Medical Technologies is an equal opportunity employer. Kestra Medical Technologies does not discriminate on the basis of race, color, religion, national origin, veteran status, age, sexual orientation, gender identity and/or expression, marital status, disability, physical or mental status or any other characteristic protected by law.

We are unable to sponsor or take over sponsorship of employment visas at this time. Applicants must be eligible to work for any employer in the U.S.

Kestra manufactures and provides life-saving products regulated by the Federal Food and Drug Administration and under contract with Medicare. Kestra maintains a drug free workplace and testing is a condition of employment.

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