Manager, Interoperability Operations & Device Enablement

Alcon•Fort Worth, TX

6d•Onsite

About The Position

This role is part of Alcon's Digital function and is responsible for supporting the operational success of customer interoperability and connected device solutions that enable clinical and operational data to flow into the Adi ecosystem. The position serves as the U.S.-based operational lead for Level 3 support activities, equipment vendor management, and connected device operations for technologies including Passive Scanner, Edge Devices, DICOM connectivity, third-party device integrations, and EHR interoperability solutions.

Requirements

Bachelor’s Degree or Equivalent years of directly related experience (or high school +13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+0 yrs)
The ability to fluently read, write, understand and communicate in English
5 Years of Relevant Experience

Nice To Haves

Experience supporting connected devices, IoT platforms, medical devices, networking infrastructure, or enterprise technology solutions.
Strong understanding of network troubleshooting, including device connectivity, firewall configurations, DNS, VPNs, routing, and customer network environments.
Experience supporting or managing device firmware, device configuration, software updates, and hardware lifecycle operations.
Experience working with healthcare interoperability technologies including DICOM, HL7, FHIR, APIs, or integration platforms.
Experience managing external vendors, operational support processes, and service delivery performance.
Experience in healthcare technology, medical device, digital health, or other regulated environments.

Responsibilities

Serve as the U.S. time-zone Level 3 (L3) operational lead for customer interoperability solutions, coordinating investigation and resolution of complex issues involving Passive Scanners, Edge Devices, DICOM connectivity, third-party device integrations, EHR integrations, networking, and device firmware.
Lead operational incident management activities including escalation coordination, root cause analysis, corrective action planning, support documentation, and operational readiness for customer-facing interoperability and connected device solutions.
Manage Alcon's operational oversight of the connected device lifecycle by partnering with equipment vendors to define, implement, and continuously improve processes for ordering, provisioning, inventory management, kitting, deployment, replacement, retirement, and ongoing support of connected device solutions.
Serve as the primary business owner for equipment vendor relationships, including contract execution, performance management, escalation handling, operational reviews, inventory coordination, and continuous process improvement.
Partner with Product and Engineering teams to represent operational support requirements, identify enhancement opportunities, and ensure device supportability, operational readiness, and customer experience considerations are incorporated into future capabilities.
Act as the operational liaison between Level 2 Support, equipment vendors, Product teams, and Engineering teams to drive effective resolution of customer issues and operational challenges.
Establish, monitor, and report on operational KPIs including escalation aging, incident resolution performance, vendor responsiveness, inventory accuracy, device availability, firmware compliance, recurring issue reduction, and overall operational effectiveness.
Demonstrate strong leadership, communication, problem-solving, and stakeholder management skills while balancing customer needs, operational excellence, and business objectives.