Now Hiring - Operations Excellence Manager- Sales/Service in Dublin, CA

The Operation Excellence Manager will manage overall support on systems/workflows for the Customer Care Team. Leads cross-functional efforts to drive standardization, stabilization, and simplification of Zeiss Customer Care processes. Initiates sustainable process improvements to exceed customer expectations. Tracks and reports financial results of the improvements. Works with leadership team to develop, adopt and implement Sales and Service Excellence guidelines established by Global team. Manages the overall portfolio of operational excellence initiatives across the x-functional organization and business processes. The Operational Excellence Manager will lead Continuous Improvements and Lean activities. Partner with functional leaders to build lean capability and streamline processes to enable profitable growth, save cost, improve quality, enhance the customer experience and increase employee engagement.

ESSENTIAL FUNCTIONS:

• Analyze and evaluate the key aspects of the customer experience through both systems, digital channels and processes; collaborate with business owners to assist in implementing process improvements. • The position collaborates with key partners to lead projects and lean initiatives by deploying structured problem solving to improve systems and eliminate waste
• Responsible for ensuring lean workflows supporting Pre-sales, eCommerce and Post Sales across all platforms: SAP, SFDC and Digital platforms.
• Creates and delivers end user training by working with respective business owners.
• Perform QA analysis of data output from CRM to assess adherence to given process; provide business process owners with suggested training requirements based on output.
• Conduct continuous analysis of current processes, drive process efficiencies while aligning with SAP systems and eliminate process gaps. • It also consists of developing capability in these areas by training teams and coaching • Leads management and colleagues to implement and relentlessly drive improvement throughout the Customer Care Org using data to find and implement cost-saving solutions quickly
• Evaluate and propose technical alternatives for resolving business and technology issues.
• Serve as key contact for Operations team for special projects, including 3rd party vendor support and B2B relationships.

• Engages leaders to create an action-focused culture of continuous improvement and increase Practical Process Improvement (PPI) and Lean thinking to support productivity, quality, process efficiency, space utilization, standardization, and lead time improvement efforts

• Knowledge of Lean, Six Sigma, and DMAIC problem-solving and facilitates a wide range of lean tools, time study, material flow and value stream mapping into the daily functions of continuous improvement

• Implement, maintain and support KPIs for CZMUI and Corporate business requirements.

• Trains personnel to implement both large and small-scale improvements to achieve the division strategy and business and financial objectives.

• Promote a learning organization that improves its processes and productivity.

• Help develop, implement, and maintain policies and protocols.

• Analyze business process and systems performance and identify improvement opportunities make recommendations to senior management based on business cases.

• Identify and implement industry, company and group best-practice methodologies, processes, systems, tools, metrics and other resources to optimize program/project success through project management & operational excellence methodologies.

ADDITIONAL RESPONSIBILITIES:

• Maintain current knowledge of all relevant technology developments and seek opportunities to deploy new technologies that benefit Carl Zeiss Meditec, Inc.
• Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
• Manage technical projects that meet project deadlines and ensure that project objectives are met.
• Excellent organizational skills and flexibility.
• Strong teamwork and collaboration skills.
• Supports key business owners and held accountable for success of the agreed upon deliverables to business owners .
• Develop user documentation and work directly with trainers for SAP and CRM tools and applications.
• Learn other systems that interface with SAP and CRM modules.
• Support adhoc projects on as needed basis including Corrective Action plan and rollout for US customer base.

Requirements:

Bachelor degree in Business Administration, Business Operations, Finance, Computer Science or 10+ years of related experience in Sales and Service end to end processes in highly regulated Medical Industry.

• Minimum of 5+ years of experience in an Operational Excellence or Business Excellence role within regulated industry environment.
• Familiarity with ISO 9[please apply online] (QMS), ISO14[please apply online] (EMS), 21CFR820 (FDA regulations) preferred • Six Sigma/ or Lean Certification is preferred. • Strong analytical, problem-solving, and project management skills are strongly desired.

• Knowledge of SAP S4/HANA, Salesforce, Quoting tools, Learning Management Systems, eCommerce applications strongly preferred. • experience writing User Stories and Acceptance criteria.
• Systems verification and validation experience preferred.
• Strong analytical skills required, including a thorough understanding of how to interpret business needs and translate them into application and operational requirements.
• Requires excellent written and verbal communication skills. • Passion and enthusiasm for driving improvement and leading change. • Demonstrated leadership capability in team settings. • Excellent skills in Microsoft Office suite: Word, Excel, Project Management, Visio and Power Point. • Be able to manage multiple projects and priorities.
• Define Sales and Service Excellence concepts while working independently with users and promoting strong teamwork environment.
• Minimal travel (20%) may be required. • Proficient as facilitator of workshops and process improvement initiatives using continuous improvement methodologies

Job Type: Full-time

Pay: $110,000.00 - $140,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Dublin, CA 94568: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Willingness to travel:

• 25% (Required)

Work Location: Hybrid remote in Dublin, CA 94568