Vice President, Cardiac Diagnostics (CDx) Services and Customer Experience

Boston Scientific • Arden Hills, MN

8d • $225,900 - $429,200

About The Position

The VP, CDx Services and Customer Experience is the senior leader responsible for Customer Experience, CDx Services Quality, the Cardiac Monitoring Centers, and site leadership across Rochester, Houston, and the Bay Area. Reporting to the SVP & President, CRMDx, this leader is accountable for safe, compliant, reliable, and scalable service delivery. The position establishes an integrated multi-site operating strategy, owns operating budgets and workforce plans, strengthens site leadership and business continuity, and drives continuous improvement in quality, customer experience, productivity, and employee engagement.

The role leads an integrated service-operations portfolio and is accountable for service levels, patient and customer experience, quality, capacity, cost, and operational performance. It sets and executes multi-site strategy and operating plans, builds capacity and workforce strategies for high-volume and 24/7 environments, and partners across functions to turn business strategy and customer insights into scalable operational capabilities. The VP also serves as senior site leader across three locations, developing organizational capability and ensuring resilient operations for critical patient- and customer-facing services.

Requirements

• Bachelor's degree.
• At least 10 years of progressive leadership experience across complex operations, service operations, healthcare operations, quality, or related functions.
• Demonstrated experience leading large, multi-site and/or 24/7 operations with significant people, service, quality, and financial accountability.
• Demonstrated success leading cross-functional teams, strategic planning, organizational change, and continuous improvement in a regulated environment.
• Strong business and financial acumen, including budgeting, forecasting, workforce and capacity planning, and investment prioritization.
• Ability to make consequential decisions, influence executive stakeholders, and translate enterprise strategy into measurable operating goals.

Nice To Haves

• Working knowledge of automation, artificial intelligence, and emerging digital capabilities, including their application to business model transformation, operational scalability, and customer experience.
• Advanced degree in business, engineering, healthcare administration, or a related field.
• Previous experience in the medical device, diagnostics, healthcare services, or another highly regulated industry.
• Experience leading customer/patient service operations, clinical operations, monitoring centers, or other technology-enabled service environments.
• Working knowledge of FDA-regulated quality systems and relevant compliance frameworks.
• Lean business/VIP or comparable operational excellence experience.
• Demonstrated track record of developing talent, strengthening organizational effectiveness, and building an inclusive, high-performance culture.

Responsibilities

• Provide executive leadership for diagnostic service operations and customer experience across Rochester, Houston, and the Bay Area, including site strategy, operating rhythm, workforce planning, facilities and site stewardship, employee safety, and business continuity.
• Lead Customer Experience, CDx Services Quality, and the Cardiac Monitoring Centers as an integrated service-operations portfolio, with accountability for service levels, patient and customer experience, quality, capacity, cost, and operational performance.
• Lead business model transformation by leveraging automation and AI-enabled capabilities to redesign work, improve decision-making, and unlock scalable growth.
• Establish and execute multi-site strategy, annual operating plans, budgets, forecasts, productivity goals, capital and investment priorities, and performance metrics aligned to CDx objectives.
• Drive operational excellence and continuous improvement using data, Lean/VIP principles, and disciplined problem solving; standardize scalable processes while preserving appropriate site and customer flexibility.
• Ensure strong quality-system execution and compliance with applicable company policies, procedures, and regulatory requirements; partner with Quality, Medical Safety, Regulatory, and other functional leaders to protect patient safety and service quality.
• Build an end-to-end operating model that improves the patient, customer, and field experience across enrollment, support, monitoring, clinical service delivery, and issue resolution.
• Own capacity and workforce strategies for high-volume and 24/7 service environments, balancing service, quality, employee experience, productivity, and growth requirements.
• Partner with Marketing, Commercial, R&D, IT/Digital, Finance, HR, and other functions to translate business strategy and customer insights into operational priorities and scalable capabilities.
• Develop organizational capability through talent management, succession planning, leadership development, and effective change leadership; foster an inclusive, high-performance culture across sites and teams.
• Serve as the senior site leader across the three locations, creating alignment, visible leadership, and consistent operating expectations while strengthening local engagement and community.
• Anticipate operational risk, establish appropriate controls and escalation mechanisms, and ensure resilient continuity plans for critical patient- and customer-facing services.
• Keep Boston Scientific values, patient safety, and customer needs at the forefront of decision-making and action.

Benefits

• Core and optional employee benefits.
• Annual bonus target, subject to plan eligibility and other requirements.
• Long-term incentives for exempt, non-sales roles, subject to plan eligibility and other requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive