Head of Operations - Andover, MA

The Head of Operations will lead operations, customer support and program management for our new Digital Health business unit. We are a global medical technology company where you’ll oversee the development of the next generation of connected health and smart device solutions that are powered by consumer-centric & engaging software experiences. You’ll work closely with the General Manager and Head of Product while building a world class team of professionals to drive process modification and manage projects to completion. This is an exciting opportunity for an experienced individual to get in on the ground floor of this exciting, startup like environment to work in our new division & innovation lab in Digital Health. 

Responsibilities:  The three components of this exciting role consist of Operations, Program Management and Customer Support for our new Digital Health business unit.

  • Systems delivery & management—monitor uptime and performance, working with internal and external partners to provide a strong customer experience

  • Release management—support frequent (every 6-8 weeks) release cadence, working closely with Regulatory, Medical Affairs, Quality, Software Engineering, etc.

  • Work with product management to develop follow-on release plans that balance new capabilities with product/service quality

  • Implement and enhance consistent program management best practices to ensure optimized product and project delivery aligned with customer needs, company initiatives, and business expectations

  • Maintain visibility of milestones, progress, and risks/issues across functions, internal/external partners and senior management processes across the BU, including Agile & Lean practices

  • Develop customer service solutions through internal and external partners

  • Coordinate customer support operations with BU partners on joint solutions

  • Drive the building and testing of operational processes, systems and reporting capabilities

  • Define and monitor service-level outcomes across support partners, ensuring accountability and providing feedback for change where required

    Requirements:

  • Bachelor’s Degree/Masters preferred in technical/engineering (CS/CE)

  • 10+ years of relevant experience in Software, Project/Program Management & Operations

  • Previous medical device/digital health experience

  • Experience in a Agile/Lean environment, strong understanding & knowledge

  • Ability to inspire and persuade along a market-driven vision for success

  • Track record of driving business outcomes & results

  • Able to prepare and present to Senior Leadership and Executives at customers and partners

  • Transparent communication and team player a must.  Ability to recruit outstanding talent

  • Mix of startup/entrepreneurial experience and corporate/matrix experience strongly desired

  • Strong communicator with executive presence to instill confidence within the C-suite

  • Strong change management & inspirational leadership skills in order to maintain paradigm shift for disciplined execution of lean startup principles

  • Ability to orchestrate team efforts & drive collaboration to meet milestones and resolve project issues across functions & teams (marketing, product development, quality, operations, etc.)

  • Experience in a high-pressure start-up environment with exposure to multidisciplinary teams

  • US citizenship/green card holder required (no sponsorship)

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