Jobs
>
Los Angeles

    Director, Customer Experience and Critical Response - Los Angeles, United States - Karl Storz Endoscopy-America

    Karl Storz Endoscopy-America
    Karl Storz Endoscopy-America Los Angeles, United States

    2 weeks ago

    Default job background
    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-NM1

    Your 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 STORZ

    KARL 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 Transparency

    The 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 Statement

    KARL 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

    Get in Contact
  • KARL STORZ

    Director, Customer Experience and Critical Response

    3 weeks ago

    KARL STORZ El Segundo, United States

    At KARL STORZ, we take pride in helping patients · through some of the toughest journeys of their lives. · We are making contributions that matter. · Regardless of your role, YOU improve patients' lives every day. · **Location**:El Segundo, CA, US, 90245 · **Company**:KARL STORZ ...

  • Karl Storz GmbH & Co. KG

    Director, Customer Experience and Critical Response

    2 weeks ago

    Karl Storz GmbH & Co. KG El Segundo, United States

    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 resolu ...

  • Karl Storz GmbH & Co. KG

    Director, Customer Experience and Critical Response

    2 weeks ago

    Karl Storz GmbH & Co. KG El Segundo, United States

    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 resolu ...

  • Presidential Staffing Solutions, LLC

    Specific Care Nurse Icu Nurse

    2 weeks ago

    Presidential Staffing Solutions, LLC Los Angeles, United States

    We are looking for a Specific Care Nurse to join our team. · **Specific critical care nurse or ICU nurse duties and responsibilities can include**: · - Monitor exact, detailed reports and records of the critical ICU patients. · - Monitor and record symptoms and changes in patient ...

  • HIGH CALIBER PROTECTION GROUP

    Unarmed Full Geared Security for Bar

    3 weeks ago

    HIGH CALIBER PROTECTION GROUP Los Angeles, United States

    **PROJECTED SCHEDULE HOURS** · Monday to Friday · 16 to 40 hrs a week · **_PAID WEEKLY_** · **Responsibilities**: · - Check ids · - Screen guest as they enter establishments · - 21 + · - Enforce Bar policys and Rules · .Work as a team · - have excellent customer service · - Crit ...

  • VBeyond Healthcare

    Rn Critical Care

    2 weeks ago

    VBeyond Healthcare Los Angeles, United States

    **Job Title: RN Critical Care/ICU**: · - **Job type : Per diem/PRN**: · - **Location: Inglewood, CA**: · - **Shift Timing: Day & Night shift both are available for this position**: · - **12 hours shift**: · - **Pay rate : $46/hr** · **Summary**: · - Responsible for delivering saf ...

  • Kindred Hospital Los Angeles

    Culinary Assistant Per Diem

    2 weeks ago

    Kindred Hospital Los Angeles Los Angeles, United States

    **Description** ScionHealth** is committed to a culture of service excellence as demonstrated by our employees' adherence to the service excellence principles of Pride, Teamwork, Compassion, Integrity, Respect, Fun, Professionalism, and Responsibility. · As our most acute level o ...

  • Kindred Hospital Los Angeles

    Registered Nurse Rn Per Diem

    1 week ago

    Kindred Hospital Los Angeles Los Angeles, United States

    **Description** · **$ $64.06 / hour** · **ScionHealth** is committed to a culture of service excellence as demonstrated by our employees' adherence to the service excellence principles of Pride, Teamwork, Compassion, Integrity, Respect, Fun, Professionalism, and Responsibility. · ...

  • Academy of Motion Picture Arts and Sciences

    Salesforce Administrator

    2 weeks ago

    Academy of Motion Picture Arts and Sciences Los Angeles, United States

    Job Listing Date: April 16, 2024 to May 20, 2024 · **Duties and Responsibilities**: · - Solve critical business issues by developing, customizing, and advancing the Academy's Salesforce platform. · - Collaborate with business stakeholders to define requirements and provide traini ...

  • UCLA Health

    Staff Research Associate I

    2 weeks ago

    UCLA Health Los Angeles, United States

    **Description** · The Department of Molecular & Medical Pharmacology is seeking a highly motivated Staff Research Associate that will be primarily responsible for a wide range of molecular biological procedures that are critical for experiments including DNA and RNA extraction, P ...

  • UCLA Health

    Transplant Coordinator

    1 week ago

    UCLA Health Los Angeles, United States

    **Description** · Primary responsibility is for the clinical case management of the transplant recipient involving all phases of the transplant process, from initial referral through out patient follow-up. This position requires an advanced level of expertise and overall understa ...

  • Evolutyz Corp

    Change Management Manager

    2 weeks ago

    Evolutyz Corp Los Angeles, United States

    **Change Management Manager*** · Nearshore and Los Angeles, CA · **Job summary*** · The change manager will manage cross organization engagement and collaboration across all business functions and at all levels of the organization with an emphasis on the people side of change. Pa ...

  • L.A. Care Health Plan

    Marketing Specialist Ii

    3 weeks ago

    L.A. Care Health Plan Los Angeles, United States

    Marketing Specialist II · **Job Category**:Sales & Marketing**Department**:Marketing**Location**:Los Angeles, CA, US, 90017**Position Type**:Full Time**Requisition ID**:11214**Salary Range**: $67, Min.) - $87, Mid.) - $107, Max.)- Established in 1997, L.A. Care Health Plan is an ...

  • Keck Medical Center of USC

    Nurse Practitioner

    3 weeks ago

    Keck Medical Center of USC Los Angeles, United States

    The Nurse Practitioner is a member of the stepdown team and has as his/her primary responsibility the management of complex patients transitioning out of the ICU requiring intermediate level of care in the stepdown unit. The NP has specialized skill and knowledge related to the u ...

  • UCLA Health

    Transplant Coordinator

    2 weeks ago

    UCLA Health Los Angeles, United States

    **Description** · Primary responsibility is for the clinical case management of the transplant recipient involving all phases of the transplant process, from initial referral through out patient follow-up. This position requires an advanced level of expertise and overall understa ...

  • Keck Medical Center of USC

    Ekg Technician

    2 weeks ago

    Keck Medical Center of USC Los Angeles, United States

    As an integral part of the Cardiology Department, the EKG Tech performs non-invasive Cardiology diagnostic procedures. · **Essential Duties**: · - Performs technically adequate ECGs · - Responsible for collection of ECG data from ECG Machines Hospital wide; downloads data into EC ...

  • VCA Animal Hospitals

    Overnight Veterinary Ecc Doctor's Assistant/da

    2 weeks ago

    VCA Animal Hospitals Los Angeles, United States

    ASEC is high volume, AAHA accredited, state-of-the-art specialty referral and 24-hour critical care hospital located in West Los Angeles. We are a fast paced teaching hospital that provides an amazing learning environment and a rewarding caseload. We pride ourselves on our dedica ...

  • Kaiser

    Specialty Unit Staff RN

    3 weeks ago

    Kaiser Los Angeles, United States Full time

    Job Summary: · As the leader of the health care team, provides professional nursing care, utilizing the nursing process in accordance with established standards of care, policies, and procedures. Demonstrates performance consistent with the Medical Center Vision, Mission, and St ...

  • The Flex Company

    Product Development Manager

    2 weeks ago

    The Flex Company Los Angeles, United States

    Flex is seeking a talented **Product Development (PD) Manager** who has experience bringing new products and medical devices to market. This role will be responsible for managing multiple aspects of our PD function, including taking a defined and scoped product from concept to la ...

  • Martin Luther King, Jr. Community Hospital

    Rn Clinical Staff Icu Full Time Nights

    3 weeks ago

    Martin Luther King, Jr. Community Hospital Los Angeles, United States Full time

    *** · The Clinical Staff Nurse is a skilled and experienced professional Registered Nurse (RN) responsible for excellence in the clinical practice of nursing and the management of patient care. Reporting to the Clinical Unit Supervisor, the Clinical Staff Nurse has 12 hour accoun ...