VP of Operations

Alma Lasers•Buffalo Grove, IL

2d•Hybrid

About The Position

The Vice President of Operations will oversee service operations, warehouse logistics, and customer relations for Alma Lasers USA. This role is critical to driving operational efficiency, enhancing customer experience, and growing service revenue. Based in Buffalo Grove, Illinois, with some time in the Chicago downtown office, the VP will ensure smooth coordination with global headquarters and lead efforts to optimize service delivery and client satisfaction.

Requirements

Bachelor’s degree in Business, Operations Management, or a related field is required.
Minimum 10 years of progressive experience in operations leadership roles.
Extensive experience in the medical devices or a closely related industry is essential. Candidates should have a strong understanding of the regulatory environment, operational challenges, and customer service needs specific to this sector.
Proven track record of leading complex service and operations functions, with experience managing large teams and driving improvements in logistics, service delivery, and customer relations.
Knowledge of ERP and CRM systems is required, as this role will later oversee IT operations and lead initiatives to increase automation and improve operational efficiency.
Ability to take a proactive approach to challenges, with a hands-on attitude and a willingness to learn from mistakes. Strong problem-solving skills are essential.
Experience working with international headquarters and teams, with the ability to balance global standards with local market needs.
Deep commitment to improving customer experience, with the ability to implement strategies that drive service quality and customer loyalty.
Willingness to travel 6 times per year, including 2 international trips to Alma Lasers’ global headquarters.
Positive attitude and approach to the job responsibilities and the Alma team
Microsoft Applications (MS Office, Excel, PowerPoint, and Outlook)
Excellent organizational skills
Ability to multitask
Documentation showing eligibility to work in the United States will be required.
E-Verification: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Nice To Haves

A Master’s degree is preferred.
SAP or Salesforce experience, preferred

Responsibilities

Oversee the service and support of over 6,000 systems across North America, ensuring high levels of customer satisfaction through timely, effective service delivery.
Manage the warehouse logistics operations, ensuring efficient handling, storage, and distribution of products.
Lead and enhance the customer relations team, including the call center, to ensure smooth handling of client inquiries and complaints.
Implement proactive service contracts with clients, increasing service uptake and driving customer loyalty.
Develop and implement strategies to improve customer experience, focusing on delivering top-tier service that meets and exceeds client expectations.
Oversee the Customer Experience team and develop programs that proactively engage with customers through service contracts and regular system maintenance programs.
Ensure that call center operations run efficiently, with an emphasis on reducing resolution times and increasing customer satisfaction.
Lead warehouse logistics to ensure efficient operations, from inbound materials to outbound distribution. Identify areas for operational improvements and cost-saving opportunities within the supply chain.
Collaborate closely with the global HQ to ensure warehouse and logistics processes are aligned with corporate strategies.
Drive initiatives aimed at increasing service revenue, such as upselling service contracts and optimizing operational processes for cost-effectiveness.
Monitor key performance indicators (KPIs) to track service quality, customer satisfaction, and operational efficiency.
Identify opportunities to improve KPIs related to customer satisfaction, service contract penetration, and overall service profitability.
Lead, mentor, and develop a team of 25 employees, ensuring high levels of performance, engagement, and continuous improvement within the team.
Foster a culture of empowerment where team members feel confident making decisions and learning from their mistakes.
Drive cross-functional collaboration between service, operations, and IT teams to ensure cohesive execution of operational strategies.
Work closely with global headquarters to align service and operations strategies with corporate goals.
Maintain strong communication with HQ to ensure that local operations are in sync with global initiatives, standards, and technological advancements.