Director, Operational Excellence & Delivery

Laerdal Medical AS

1d•$135,000 - $160,000•Hybrid

About The Position

The Director, Operational Excellence & Delivery, is a member of the Service Operations leadership team, owns operational excellence, and leads functions. This role involves implementing strategies using Lean and Six Sigma methodologies, driving standardized work, leveraging AI to drive delivery growth and CX across all Service Operations. The Director will build organizational capability, empower teams to eliminate waste, and create sustainable value for Laerdal and its customers. The Director also has direct oversight of the inhouse Repair team, Managed Service Operations team and AV Solutions for North America.

Requirements

Ideal candidate must reside in the local area of Wappingers Falls, NY
Bachelor’s degree in engineering, Operations Management, or a related field; MBA preferred.
Minimum of 10-years of relevant work experience in operations, continuous improvement, or Service Delivery. Minimum of 10-years in team leadership
Proficiency in AI tools
Strong analytical, problem-solving, root cause analysis, and data-driven decision-making skills
Expertise in streamlining workflows, enhancing quality control, and applying methodologies like Lean or Six Sigma.
Lean Certification or Six Sigma Black Belt (or equivalent)
Exceptional skills in leading teams, cross-functional collaboration, and communicating with stakeholders at all levels.
Passionate about CX, delivering and delighting and innovating to bring value to customers.

Responsibilities

Own Vision for Operational Excellence & Delivery: Develop and implement a multi-year operational excellence strategy, aligning long-term goals and business priorities.
Drive Continuous Improvement: Guide and oversee end-to-end process improvement initiatives, standardized workflows, and the adoption of methodologies such as Lean, Six Sigma, and Total Quality Management to drive operational efficiency within Service Operations division by working with other functional leaders.
Drive Team Enablement & Capability Building within Service Delivery: Enable and coach teams and other Service Operations leaders on AI, automation, Lean principles, and continuous improvement tools to increase autonomy, build operational capabilities, and facilitate positive organizational change.
Oversee In-House Repair Team: Ensure In-House repair, maintenance, intake, and outbound activities, including demo and loaner Services are performed to quality requirements and standards. Additionally drive innovation and optimization for customer experience, efficiency and profit within Repair Team.
Drive evolution of Managed Service Operations: Guide the evolution of Managed Service Operations into standardized workflows that are scalable and embedded within Laerdal systems. Additionally drive innovation and optimization for customer experience, efficiency and profit within Managed Service Delivery.
Define and Oversee Product Management for AV Solutions: Oversee AV Solutions, Product Manager to ensure AV portfolio owned, today’s customer needs met and the road map for future needs is delivered.
Drive Reporting metrics and Solve issues: Reimagine reporting and KPIs and with best practices, business intelligence & analytics to bring enhancements and solve issues.
Grow Talent: Through coaching and capability building, help team members and direct reports professionally, increase autonomy and facilitate positive change. Drive innovation, open communication, and recognition of achievements.
Live Cross-Functional Collaboration: Unite with team members, partners and customers to align, solve together, innovate, and enjoy delivering on Laerdal mission.
Focus on the Customer: Ensure Voice of Customer is sought and work to deliver and delight each and every customer.