Senior Director, Endoscopy Support and UpTime

This position serves as a senior leader within Medical Service & Repair and partners closely with Sales, Marketing, Commercial Excellence, Customer Support, Operations, Product Management, Finance, Quality, and Global Service to align service priorities, optimize customer uptime, reduce operational disruptions, and accelerate service growth. The role also serves as the Service organization's executive leader for customer satisfaction strategy, partnering with the Commercial Excellence Customer Experience team to establish governance, monitor performance, and drive continuous improvement across the customer journey.

Job Duties

• Lead the strategic direction, performance, and commercialization of the Endoscopy Support Specialist organization across the U.S. Region.
• Develop and execute strategies that improve customer satisfaction, customer loyalty, customer uptime, and long-term service growth.
• Drive ESS initiatives focused on repair reduction, customer education, reprocessing support, equipment handling, contract optimization, and customer outcomes.
• Serve as the Service organization’s senior leader responsible for monitoring and driving improvements in customer satisfaction and service customer experience.
• Partner with Commercial Excellence Customer Experience, Sales, Marketing, Customer Support, Operations, Product Management, and Global Service to improve the overall customer journey.
• Establish customer experience, customer satisfaction, uptime performance, and ESS effectiveness metrics to drive accountability and continuous improvement.
• Monitor and analyze customer feedback, customer satisfaction results, NPS, service performance data, repair trends, and operational KPIs to identify improvement opportunities.
• Develop strategic roadmaps and governance processes focused on improving customer uptime, service responsiveness, operational effectiveness, and customer loyalty.
• Lead cross-functional initiatives that reduce customer disruption, improve service delivery, and enhance the value of Olympus service offerings.
• Drive the commercialization and productization of ESS programs and value-added service solutions that support customer outcomes and service revenue growth.
• Partner with Sales and Marketing to position ESS capabilities as a strategic differentiator with customers.
• Provide executive leadership, coaching, and development for Regional Service Managers and the ESS field team.
• Build organizational capability, strengthen accountability, and foster a culture of customer focus, collaboration, innovation, and continuous improvement.
• Perform other duties as assigned.

Job Qualifications

Required:

• Bachelor's Degree in Business, Engineering, Biomedical Engineering, Healthcare Technology Management, Industrial Engineering, or a related field.
• Minimum of 15 years of progressive leadership experience in Medical Device, Healthcare, Service Operations, Customer Support, Commercial Operations, or related industries.
• Experience leading customer-facing teams with responsibility for customer satisfaction, operational performance, and business results.
• Demonstrated success leading large-scale transformation, change management, and continuous improvement initiatives.
• Experience partnering across Sales, Marketing, Operations, Product Management, and Customer Support organizations.
• Experience driving customer experience, service growth, and operational excellence initiatives.
• Strong business planning, forecasting, budgeting, and performance management experience.
• Experience operating successfully within a complex matrix organization.
• Demonstrated ability to develop and execute strategic plans that improve customer experience, service performance, and business results.
• Strong customer focus with the ability to translate customer feedback and service data into meaningful improvement actions.
• Strong business and financial acumen, with experience managing budgets, forecasting, and performance metrics.
• Proven ability to lead customer-facing teams and enterprise-wide service improvement initiatives.
• Skilled in analyzing customer satisfaction data, NPS, service trends, repair data, and operational KPIs to drive business decisions.
• Strong leadership, coaching, and talent development capabilities with a focus on building high-performing teams.
• Excellent communication and stakeholder management skills, with the ability to influence senior leaders across multiple functions.
• Ability to balance customer needs, commercial priorities, operational requirements, and business objectives.
• Strong project leadership and change management skills.
• Sound judgment, problem-solving skills, and ability to make effective decisions in a complex and evolving environment.
• Ability and willingness to travel up to 30% domestically/internationally to support customers, field teams, leadership meetings, business initiatives, and organizational priorities.

Preferred:

• Master's Degree.
• FDA-regulated environment experience.
• Experience with service commercialization, customer success programs, uptime management, or customer experience initiatives.