Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.       

About the role:

The VP, CDx Services and Customer Experience is the senior leader responsible for Customer Experience, CDx Services Quality and the Cardiac Monitoring Centers, as well as 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 role 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.

Key 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/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 clear accountability for service levels, patient/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/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 closely 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.

Required qualifications:

• Bachelor's degree.
• Minimum of 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/capacity planning and investment prioritization.
• Ability to make consequential decisions, influence executive stakeholders and translate enterprise strategy into measurable operating goals.

Preferred qualifications:

• 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 other 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.

Requisition ID: 637327

Minimum Salary: $225900 

Maximum Salary: $429200 

The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see www.bscbenefitsconnect.com—will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.

Compensation for non-exempt (hourly), non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

Boston Scientific transforms lives through innovative medical technologies that improve the health of patients around the world. As a global medical technology leader for more than 45 years, we advance science for life by providing a broad range of high-performance solutions that address unmet patient needs and reduce the cost of healthcare. Our portfolio of devices and therapies helps physicians diagnose and treat complex cardiovascular, respiratory, digestive, oncological, neurological and urological diseases and conditions. Learn more at www.bostonscientific.com and follow us on LinkedIn.

Boston Scientific Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status.  Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment.  Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements.   As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.