Senior Manager, Commercial Services – Diagnostics
About The Position
The Senior Manager, Commercial Services – Diagnostics will serve as the overall accountable owner for the portfolio of Virtuox service programs, with responsibility for developing, managing, measuring, and optimizing programs that support commercial and operational priorities. This role will connect product strategy, service design, and operational execution, blending strategic thinking with operational execution, and will require someone who can shape direction while rolling up their sleeves to deliver impactful results. This leader will be accountable for understanding the business context for Virtuox within Resmed, tracking the market landscape, assessing current Virtuox programs, identifying opportunities for new or modified service offerings, and developing new service models through structured pilots. They will own the program approach from concept through execution, including pilot design, success measures, timelines, stakeholder alignment, operational readiness, and post-pilot evaluation. They will be expected to provide clear visibility into program performance and make recommendations on whether to scale, refine, or discontinue a service program based on results. The Senior Manager will partner closely with Product Management to ensure the product roadmap and broader business strategy are aligned with the service strategy, and with Operations to ensure programs are delivered to a high performance standard through a sustainable business model.
Requirements
- 7+ years of experience in healthcare services, product operations, service strategy, or customer experience roles.
- Strong track record of leading strategic initiatives from ideation through execution and scale.
- Service Strategy & Execution – Demonstrated ability to lead service development and transformation initiatives from concept through pilot and early scale, balancing vision with operational discipline
- Pilot & Program Management – Proven success in designing, launching, and managing pilots with measurable impact, and translating results into scalable service models
- Analytics and data acumen – Skilled at using data to inform service design, monitor performance, and continuously optimize operations and outcomes.
- Cross-Functional Leadership – Skilled in aligning with Product, Marketing, Market Access, and Revenue teams to deliver integrated service solutions in complex stakeholder environments.
- Digital Health Familiarity – Experience working with or alongside digital platforms, automation, or AI-based service tools, especially in regulated healthcare settings.
- Commercial Acumen – Able to define business cases, assess value levers, and support monetization strategies for service initiatives.
Nice To Haves
- Strategic Ownership: You can see the big picture and know how to build a plan to get there.
- Collaborative Leadership: You work well across teams and influence without authority.
- Customer Obsession: You advocate for patient and provider needs through thoughtful service design.
- Accountability: You take initiative, follow through, and deliver with consistency.
- Curiosity & Openness: You’re always looking for a better way to solve problems or improve outcomes.
- Data acumen: You have the instinct to gather and analyze data to develop service workflows and improve operations.
Responsibilities
- Own end-to-end strategy development for Virtuox services, including vision setting, opportunity assessment, and roadmap creation.
- Translate strategic direction into operational plans and workflows for assigned service domains.
- Lead prioritized pilots design, implementation, and iteration to validate service concepts and prepare for scale.
- Own daily execution of service pilots, ensuring delivery against performance targets and timelines.
- Partner with tech and data teams to implement AI-powered and automated tools that improve service workflows.
- Collaborate with Product Management, Commercial, Marketing, and Data/Tech teams to align service initiatives with broader business goals and deliver executional excellence.
- Manage day-to-day pilot operations, ensuring delivery against KPIs, timelines, and business outcomes.
- Support service monetization strategy through business case development and value modeling.
- Conduct competitive analysis and user research to inform service differentiation.
- With product and operational counterparts, identify and implement opportunities for digital automation, AI-powered features, and process optimization.
- Ensure compliance with global regulatory and data privacy standards.
Benefits
- comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance.
- Flexible Time Off (FTO)
- 11 paid holidays plus 3 floating days
- 14 weeks of primary caregiver or two weeks of secondary caregiver leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
