Operational Excellence Leader

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the Canadian Service Tools and Operational Supplies programs, which encompass tool strategy, procurement, calibration, repair, supplier management, inventory, lifecycle management, field support, catalog management, and financial stewardship.

• Administer the annual Service Tools budget exceeding $1.25M, including planning, investment prioritization, and alignment with leadership.

• Supervise calibration and repair suppliers, focusing on work-in-progress assessments, prioritizing high-demand tools, managing costs, and resolving supplier issues.

• Collaborate with Engineering, Sourcing, Supplier Quality, operational support teams, and stakeholders to address tool availability, obsolescence, validation, quality, and procurement challenges.

• Provide governance over the Operational Supplies catalog, including inventory requirements, workflows, and supporting data.

• Act as an escalation point for Field Service tool requirements and identify solutions to enhance field productivity and customer service.

• Promote operational rigor through performance metrics, operating mechanisms, action management, and continuous improvement efforts.

• Lead the Daily Management System (DMS) preparedness and ensure dashboard alignment.

• Direct and assist with Service Request cleanup and ServiceMax preparedness, focusing on process readiness, testing, data quality, and workflow-gap resolution.

• Identify performance gaps and establish actionable solutions, ownership, and sustainable improvements in collaboration with Service leaders and cross-functional teams.

• Assist in the implementation of new processes, systems, metrics, and operational initiatives.

• Support CAPA activities, quality metrics, investigations, corrective actions, and effectiveness checks.

• Facilitate internal and external audits, ensuring operational processes align with applicable QMS requirements.

• Lead or support investigations and corrective actions concerning Service Tools processes, including out-of-tolerance assessments and field escalations.

• Spearhead cross-functional improvement initiatives to enhance quality, compliance, safety, and operational performance.

⛳️ Requirements

• Bachelor’s degree in Business, Operations, Supply Chain, Engineering, Finance, or a related field, or equivalent relevant professional experience.

• At least 5+ years of operational or field experience.

• Proven experience in service operations, operational excellence, field service, supply chain, asset or tool management, or a similar operational role.

• Experience leading cross-functional initiatives and ensuring actions are completed within a matrixed organization.

• Familiarity with operational performance management, including metrics, structured problem-solving, and continuous improvement approaches.

• Experience in quality, compliance, audit, or corrective-action processes.

• Demonstrated capability to manage budgets, suppliers, competing priorities, and operational escalations.

• Strong analytical, project management, organizational, problem-solving, and communication skills.

• Ability to influence stakeholders across various functions and levels within an organization.

• Background in healthcare technology, medical devices, Field Service, or another regulated environment.

• Comprehensive understanding of Field Service operations and the interplay between operational processes, field productivity, quality, and customer outcomes.

• Experience supporting major system implementations, operational transformations, or process changes.

• Proficiency with dashboards, operational metrics, Corrective and Preventive Action (CAPA), Quality Management Systems (QMS), Environmental Health and Safety (EHS), supplier management, calibration, or asset management.

• Familiarity with enterprise service management, asset management, quality, and field-service systems.

• Proven ability to identify root causes, devise practical solutions, and implement sustainable process enhancements.

• Capacity to balance strategic initiatives with daily operational execution and escalations.

• Strong collaboration and influencing skills, with the ability to work effectively across regional and global teams.

🏝️ Benefits

• Relocation Assistance Provided: No