Zone Operations Manager, Customer Care Center - Cary NC

Siemens Healthineers

19d•$123,460 - $169,752

About The Position

The Zone Operations Manager owns service delivery performance within an assigned zone and leads the people and daily operations of the Customer Care Center (CCC). The role partners with Field Service and other teams to meet customer commitments, with success measured by overall customer service outcomes as well as CCC execution. This position primarily supports the West Zone and is based in Cary, North Carolina. The manager leads, coaches, and develops CCC employees; supports hiring, onboarding, training, engagement, and succession planning; and fosters an inclusive, accountable team culture. The role oversees end-to-end service delivery across dispatch, scheduling, backlog, field capacity, customer communication, and execution. It uses operational data to surface risks and gaps, align priorities and resources, and drive resolution across organizational boundaries. The Zone Operations Manager partners with Field Service and regional leadership, handles significant customer, field, employee, and operational escalations, and leads zone performance discussions with clear ownership and follow-through. The role ensures compliance with processes, quality requirements, policies, and operational standards; identifies root causes and leads sustainable improvements; and guides employees through process, technology, and organizational change while maintaining customer support continuity. The position requires schedule flexibility to provide leadership coverage through approximately 6:00–7:00 p.m. Eastern Time on a regular basis and participation in a rotating weekend on-call schedule with other CCC managers for leadership support outside normal business hours as needed.

Requirements

Bachelor’s degree or an equivalent combination of education and relevant experience.
Demonstrated people-leadership experience in operations, customer service, field service, or a related environment.
Strong business acumen, analytical thinking, and communication skills, with an end-to-end service delivery mindset.
Ability to lead in a dynamic, high-volume environment and influence outcomes across organizational boundaries.
Proficiency with Microsoft Office tools, including Excel, PowerPoint, Word, and Outlook.
Schedule flexibility for regular leadership coverage through approximately 6:00–7:00 p.m. Eastern Time and participation in a rotating weekend on-call schedule.

Nice To Haves

Familiarity with people leadership in a fast-paced service, operations, customer-care, call center, or field-support environment.
Familiarity with customer service operations, workforce management, scheduling, dispatching, or related service-delivery processes.
Experience coaching employees, managing performance, and building accountable, engaged teams.
Experience using operational data to identify risks, solve problems, and drive end-to-end service delivery performance.
Ability to lead through competing priorities, escalations, and organizational or technology change.
An ownership mindset and ability to drive customer and business outcomes across functional boundaries.

Responsibilities

Lead, coach, and develop CCC employees through clear expectations, regular feedback, performance management, and development planning.
Support hiring, onboarding, training, engagement, and succession planning while fostering an inclusive and accountable team culture.
Own overall zone service delivery performance, including customer commitments, operational outcomes, and the end-to-end customer experience.
Maintain an end-to-end view of service delivery, connecting dispatch, scheduling, backlog, field capacity, customer communication, and execution.
Use operational data to identify risks and performance gaps, align priorities and resources, and drive action across organizational boundaries through resolution.
Partner with Field Service and regional leadership to improve customer outcomes across functions.
Resolve significant customer, field, employee, and operational escalations with CCC leadership and cross-functional teams.
Lead zone performance discussions and ensure issues have clear ownership, actions, and follow-through through resolution.
Ensure adherence to established processes, quality requirements, policies, and operational standards.
Identify root causes and lead sustainable improvements that simplify, standardize, or automate work.
Lead employees through process, technology, and organizational change while maintaining continuity of customer support.
Provide leadership coverage through approximately 6:00–7:00 p.m. Eastern Time on a regular basis and participate in a rotating weekend on-call schedule.