Director of Service Operations & Returns

Director Of Service Operations & Returns

The Kestra team has over 400 years of experience in the external and internal cardiac medical device markets. The company was founded in 2014 by industry leaders inspired by the opportunity to unite modern wearable technologies with proven device therapies. Kestra's solutions combine high quality and technical performance with a wearable design that provides the greatest regard for patient comfort and dignity. Innovating versatile new ways to deliver care, Kestra is helping patients and their care teams harmoniously monitor, manage and protect life.

The Director of Service Operations & Returns plans, builds and directs all aspects of Kestra's policies, processes, projects, and operations related to Technical Support, Returns and Rental Asset Management. Establishes policies and procedures to provide effortless service and support for our customers and the return of Kestra owned devices placed with customers. Develops service level standards to promote optimized Customer and product journeys. Partners with cross-functional leaders to align the Technical Support, Returns and Rental Asset Management function with overall business objectives, goals, and strategies.

Essential Duties :

• Develop and execute plans to run the rental fleet and patient-facing technical support and returns functions of an innovative and mission-driven med-tech company.
• Design and optimize processes, digital transformation, operating procedures and metrics for a high-performance, lean organization.
• Successfully forecast demand, optimize fleet mix, and expand to meet growth objectives.
• Partner with cross-functional stakeholders to enhance Kestra's Customer Experience design and capabilities.
• Analyze data for insights that will improve asset utilization, optimize fleet mix, and aid procurement planning.
• Establish new, and improve existing, policies and practices to ensure the timely return of medical devices from customers.
• Oversee a remote contact center and understand the related software to route, manage and report, including technical service.
• Leverage BI and analytics capabilities to make effective data-based decisions.
• Understand and differentiate analytics required for internal operations vs. customer experience.
• Provide services per Service Level Agreements / Objectives.
• Promote a culture of continuous process improvement.
• Ensure regulated compliance processes and procedures are in place and followed.
• Provide direction related to operational processes, general policies, service quality and performance feedback.
• Overall financial and budget responsibility for Cost Centers, Asset Depreciation, Asset Utilization and Asset Loss.
• Adhere to Pledge of Confidentiality

Competencies :