Manager of Service Operations at Mindray North America, leading customer - focused service processes. Overseeing service workflows and team performance within a healthcare technology environment.
About the role
- Operational leader overseeing Multi-Life product operations, managing cross-functional teams and enhancing customer experience at Pacific Life. Driving strategies, managing budgets, and ensuring compliance through robust oversight.
Responsibilities
- Own the end-to-end new business and operations functions that support our Multi-Life product.
- Lead a cross-functional team responsible for all operational aspects of the Multi-Life business, building and developing a high-performing team with robust succession planning.
- Serve as the operational owner for key accounts, acting as the escalation point and managing QBRs/MBRs and service-level commitments.
- Proactively engage clients to meet or exceed expectations for Multi-Life business support.
- Translate customer feedback into operational improvements, driving a VOC-to-action pipeline.
- Manage departmental budgets, ensuring expenses align with product allowables.
- Define and track metrics (e.g., Objectives & Key Results) to focus on business value realization throughout the product lifecycle, including user satisfaction, performance, and team health.
- Coach and mentor the team to deliver high-quality customer engagement and superior support for new business and inforce transactions.
- Collaborate with the Executive Sponsor to define the evolution of Multi-Life customer experience, aligning business and technology strategies.
- Drive launch readiness and lifecycle operations for new products or enhancements.
- Collaborate across CMD with product, sales, underwriting, marketing to ensure successful support throughout the product lifecycle.
- Maintain compliance with industry regulations (FINRA, State Regs). Manage risk and business continuity (vendor risk, key-person risk, etc.).
Requirements
- 8–10+ years in Operations/Customer Success, with 5+ years in Multi-Life product line operations.
- FINRA Series SIE, Series 6, and state insurance licensing.
- Bachelor’s degree preferred
- Demonstrated ability to create visions, strategies, and roadmaps that achieve goals and outcomes.
- Proven experience in developing, managing, and leading cross-functional operations teams.
- Ability to collaborate with and influence cross-functional leaders.
- Exceptional skill in working with and analyzing KPIs to guide decision making.
- Keen understanding of what drives customer satisfaction in allocating resources and priority setting.
Benefits
- Your Benefits Start Day 1
- Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
- Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off
- Paid Parental Leave as well as an Adoption Assistance Program
- Competitive 401k savings plan with company match and an additional contribution regardless of participation
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