Service Improvement Manager - Evinova

AstraZeneca•Durham, NC

19h•Hybrid

About The Position

Evinova, a fully-owned subsidiary of AstraZeneca Group, is building a new healthtech business focused on delivering market-leading digital health solutions that are science-based, evidence-led, and centered on human experience. The company aims to accelerate innovation across the life sciences sector by using technology, data, and new ways of working to improve patients' lives. Evinova emphasizes customer experience, focusing on "lovable" onboarding journeys and world-class customer service. The Service Improvement Manager will be responsible for driving the continuous improvement agenda within Evinova's Service organization, leveraging customer insights, operational data, and digital capabilities to enhance service quality, customer experience, efficiency, and scalability. This role involves collaborating with various departments and external partners to identify and resolve systemic issues, prioritize improvement initiatives, and lead them to measurable outcomes, with a particular focus on utilizing AI and automation to reduce demand, improve customer experience, and enable scalability.

Requirements

Bachelor's Degree
Minimum 6+ years experience
Significant experience in life sciences, pharmaceuticals, healthcare, clinical research, digital health, medical devices or another highly regulated environment.
Strong practical experience working with GxP principles and quality/compliance requirements.
Experience working with Quality, Regulatory, Clinical or Compliance teams in a regulated environment.
ITIL certified with practical experience working in a structured ITIL Service Management environment and leading or delivering Continuous Service Improvement (CSI) initiatives.
Proven experience leading Continuous Service Improvement (CSI), operational excellence or service transformation initiatives within a Service Management environment.
Experience using data and customer insight to identify problems and deliver measurable improvements.
Experience with AI, automation and digital technologies applied to service or operational improvement.
Strong understanding of customer service and service operations.
Ability to turn complex operational, customer, quality and regulatory information into clear recommendations and practical actions.
Excellent analytical, problem-solving and communication skills.
Strong customer management and influencing skills, including experience working across global, cross-functional teams.

Nice To Haves

Experience with service management, analytics or CRM platforms such as Service Cloud, Power BI or equivalent is desirable.
Lean/Six Sigma or equivalent continuous improvement experience

Responsibilities

Own the Service Improvement backlog and roadmap, maintaining a clear view of improvement opportunities, priorities, owners and progress.
Review service performance, customer feedback, incidents, complaints and case trends to identify recurring issues and opportunities for improvement.
Lead regular Service Improvement reviews, using service insight to agree priorities, actions and owners, and drive agreed improvements through to completion.
Use root-cause analysis to identify why problems are occurring and drive practical, sustainable solutions.
Measure and report the impact of improvements on repeat contacts, avoidable DSATs, incident recurrence, SLA performance, operational efficiency and other agreed improvement benefits.
See opportunities to simplify and standardise processes across customers, studies and markets.
Lead vendor POCs for new tooling and service improvement opportunities, in partnership with Service Operations & Vendor Governance.
Own delivery of the Service monitoring and alerting roadmap, building on the agreed monitoring framework, and drive implementation with Engineering.
Identify and drive service and process improvements across Device & Logistics and other operational areas.
Partner with Project Managers to provide the service insight, information and reporting needed to support effective operational management.
Provide visibility of service performance, trends, risks, recurring issues and customer feedback, highlighting areas requiring attention or intervention.
Identify operational issues affecting study delivery and coordinate with the relevant Service, Product, Engineering and other teams to drive resolution.
Support Project Managers with service-related inputs for study reviews, customer meetings and operational decision-making.
Use CSAT, customer feedback, complaints and support data to identify and address customer struggles.
Partner with Project Managers, Support & Service team, Product and Engineering to reduce recurring issues and improve customer outcomes.
Translate customer insight into service and process improvements that reduce customer effort and improve service quality.
Track the impact of improvements on customer experience and operational performance.
Find opportunities to use AI and automation to reduce manual effort, avoidable demand and improve service quality.
Own the Service automation improvement backlog, seeing opportunities to reduce manual effort, avoidable demand and improve service quality.
Lead the identification and implementation of service intelligence and automation opportunities.
Partner with Quality and Regulatory to assess the implications of proposed service and process changes.
Identify when specialist Quality, Regulatory, Clinical or Compliance input is required and ensure the right collaborators are engaged.
Identify and drive service improvements arising from audits, compliance findings, CAPAs and quality issues.
Bring together Service, Product, Engineering, Delivery, Quality, Regulatory and external partners to resolve systemic service issues.
Provide Service leadership with clear recommendations, risks and decisions required.
Prioritise improvement opportunities based on customer impact, operational benefit, risk and effort.
Build a culture of continuous improvement by challenging existing ways of working and sharing lessons and good practice.