Senior Director, Business Operations LTG

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  Impactful Work: When you join Diasorin, you become part of a team that's dedicated to improving lives. Your contributions will directly impact patient care, making a meaningful difference in the world.
  

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  Global Reach & Innovation: Our work transcends borders. Joining Diasorin means collaborating with colleagues from all over the world, expanding your horizons, and contributing to global healthcare solutions at the forefront of the diagnostic industry.
  

Job Scope

The Senior Director of Global Business Operations must be proactive and have an ability to understand and anticipate the customers' needs in the Luminex division. To do so, the Senior Director must also have a strong technical background in managing and optimizing processes and tools that are critical to business operations of LTG. The role must focus on enabling Luminex partners to continuously deliver solutions across healthcare segments through Luminex's innovation and expertise. This leadership role involves spearheading the standardization, optimization, and automation of processes, systems, and metrics across the Luminex division that are customer-facing. The ideal candidate will collaborate closely with cross-functional and cross-division leaders to enhance existing tools and systems, drive innovation, and scale operations that enhance customer satisfaction and organizational efficiency.

The Senior Director will be tasked with defining and executing strategies that elevate operational capabilities, improve system integration, and leverage Luminex equipment features to boost customer loyalty and optimize performance. This role will oversee Operations teams, ensuring the successful deployment of strategic initiatives and fostering a culture of continuous improvement. The Senior Director will be tasked to drive KPI deliverables for the other Diasorin divisions providing customer-facing deliverables to the Luminex division.

Key Duties and Responsibilities

• Develop and manage overall (cross-functional) project and program planning and controls
• Implement new processes and systems to enable new business model
• Develop, Deploy, and Manage LTG Governance Mechanisms (Goals, KPIs, Reviews, Executive Communication, etc.) to demonstrate the health of the business operation organization
• Manage training and development of LTG organization and cross-functions in skills specific to LTG and DiaSorin business
• Manage Customer Experience teams (Partner Operations, Order Management, Tech Support)
• Establish and maintain ongoing relationships with operations personnel at key partners to ensure the successful delivery of value-added support services.
• Drive continuous improvement across LTG
• Build High Performance Team
• Ensure Implementation/Enforcement/Compliance with partnership obligations
• Lead and direct the business Operations teams, fostering a collaborative, one-team atmosphere with global groups with a strong focus on reporting, analysis, and each of the team's overall performance and financial health.
• Demonstrate strong change management and project management skills to implement various strategies.
• Analyze and review key operational data, including customer satisfaction results, financial metrics, and performance management data.
• Ability to work with different cultures and regions across the globe by creating clear goals and expectations for the team followed by establishing team cadences and operating principles.
• Skillfully negotiate and influence cross-functional groups to resolve key issues.
• Ensure compliance, standardization and timeliness of complaint and inquiry documentation globally for the Luminex division.
• Has a working knowledge of Luminex platforms, software and assays
• Coach and mentor Operations team members to support career development and performance improvement.
• Document and analyze current processes to develop efficient, customer-focused processes.
• Create and maintain a model to predict headcount requirements.
• Provide regular written program updates summarizing accomplishments, opportunities for improvement, and recommended next steps.
• Engage consistently with all business operation areas to stay abreast of changing needs and priorities.
• Other related duties as assigned

Education, Experience, and Qualifications

• Bachelor's Degree In a Science related field required
• Master's Degree Business Administration, Project Management preferred

• 10+ Years Personnel management experience in customer support functions required
• 5+ Years Extensive experience with relevant tools, such as Salesforce, or similar platforms, is essential for managing and optimizing customer success and support functions. required
• 5+ Years Project management experience required
• 5+ Years Proven leadership experience in customer service, field service, applications or technical support. required
• 5+ Years Experience with customer satisfaction and support metrics. required
• 5+ Years Experience with ISO and FDA guidelines required
• 5+ Years Experience with LTG and RUO products required
• 5+ Years Experience in a GMP regulated environment required
• 2+ Years Experience with revenue growth initiatives, inside sales, sales contracts preferred
• 2+ Years Experience driving customer digital self-service initiatives. preferred

Training and Skills

• Take initiative and drives results within DiaSorin values (High proficiency)
• Sound Judgment/ Critical Thinking (High proficiency)
• Collaborates effectively across functional boundaries, drives alignment toward shared objectives (High proficiency)
• LTG Business/Customer/Culture understanding (High proficiency)
• Clear, Effective, and Concise Communications (High proficiency)
• Organization/ Planning; Highly organized with proven time management and prioritization skills (High proficiency)
• Quality and process orientation (High proficiency)
• Set inspiring vision/ motivation (High proficiency)
• Attitude of urgency, time and schedule oriented (High proficiency)
• Analytical/Problem Solving (High proficiency)
• Resourcefulness/Creativity (High proficiency)
• Ability to drive, track, and monitor cross-functional programs (High proficiency)
• Flexibility, Adaptability (High proficiency)
• Experienced in Change Management/ Agent of change (High proficiency)
• Financial management (High proficiency)
• Strong understanding of operational infrastructure, metrics, processes, systems, and tools for driving an Operations Support organization. (High proficiency)
• Flexibility, integrity, and creative problem-solving skills. (High proficiency)
• Outstanding verbal and written communication skills across all organizational levels. (High proficiency)
• Proficient in utilizing digital technologies and implementing innovative processes. (High proficiency)
• Ability to manage team members, in-house or remote, in different time zones (High proficiency)
• Proven ability to work in a fast-paced environment with multiple projects and tight deadlines. (High proficiency)
• Ability to manage difficult customer situations and resolve with conflict management (High proficiency)
• Confident and professional interaction at the executive level, both internally and with customers. (High proficiency)
• Fully fluent in this market needs, dynamics, player, etc. (Medium proficiency)
• Understanding of LTG business model and portfolio (Medium proficiency)

Travel Requirements

• 20% International
• 25% Domestic