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Senior Manager – Service Operations Support, Application Software

OperationsOperationsFull TimeRemoteTeam 10,001+H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

134 days ago

Salary

$131.9K - $197.9K / year

Bachelor Degree5 yrs expExperience acceptedEnglish

Job Description

• Define strategy and priorities for enhancing the customer and field user experience. • Drive field feedback collection and feature prioritization to ensure intuitive and effective software design. • Lead initiatives that enhance diagnostic workflows and support evolving customer needs. • Oversee the team’s role in supporting field escalations, working closely with Service and R&D teams to ensure rapid resolution. • Develop and implement strategies to reduce installation and configuration complexity and associated costs. • Collaborate with cross-functional teams including R&D, Marketing, Service, and Field Operations to align goals and deliver value to customers. • Represent the voice of the customer and application specialists during product development cycles.

Job Requirements

Demonstrated ability to lead and manage people.
Direct experience in the in-vitro diagnostics industry.
Strong understanding of diagnostic workflows, customer operations, and field service environments.
Demonstrated success in driving process improvements, resolving escalations, and managing customer-focused initiatives.
Strong problem-solving and analytical skills with a customer-first mindset.
Experience in regulated environments (e.g., FDA, ISO) and compliance with medical device software standards.
BS/BA in related discipline, or advanced degree, where required, or equivalent combination of education and experience.