Service Operations Manager - Medical Device (Bedford, MA / Plymouth, MN)
$168,000–$270,000 year
On-siteBoston, Massachusetts, United States or Minneapolis, Minnesota, United States
Job Summary
Lead and execute the end-to-end service strategy for the portfolio, building a scalable service model that supports business growth and customer success. Own service business performance through KPI management, cost control, and productivity improvement while developing the service organization across field service, technical support, and depot/repair operations. Establish operational infrastructure including procedures, quality systems, and training programs to ensure compliance with regulatory requirements. Partner with centralized service teams to align delivery models and drive continuous improvement through service analytics and operational insights. Collaborate cross-functionally with R&D, Manufacturing, Quality, and Supply Chain to lead service readiness for new product introductions. This office-based role requires full-time presence in company facilities, working in-person at least three days per week, with up to 30-50% travel to support customers and field operations.
Required Qualifications
- You've successfully led field service, depot/repair operations, technical support, customer support, or service operations teams
- You know how to establish scalable operating models, processes, training programs, and performance management systems
- You're a strong people leader with experience hiring, coaching, developing talent, and building high-performing teams
- You have a track record of driving organizational growth and fostering a culture of accountability and continuous improvement
- You have substantial experience in service operations leadership and bring strong business acumen to managing operational performance
- You use metrics to improve productivity, control costs, enhance quality, and increase customer satisfaction
- You're comfortable working in regulated environments, ideally within medical devices, healthcare technology, diagnostic imaging, or life sciences
- You understand quality systems, regulatory requirements, and the operational discipline required to support compliant service organizations
- You excel at collaborating across complex, matrixed organizations and can effectively influence stakeholders across engineering, manufacturing, quality, regulatory, commercial, and supply chain teams
- You have experience partnering with centralized service organizations and aligning priorities across functions
- You leverage data, operational metrics, and customer insights to identify trends, solve problems, and drive measurable improvements
- You are skilled at establishing service processes, operational KPIs, and customer support infrastructure that enable long-term success
- You hold a bachelor's degree in a relevant technical or business discipline
- You bring at least 7 years of progressive service leadership experience, including 3+ years of people management
- You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position
- You must reside in or within commuting distance to Bedford, MA or Plymouth, MN
- US work authorization is a precondition of employment
- The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future
Desired Qualifications
- You are comfortable supporting new product introductions, service readiness activities, and traveling up to 30-50% to support customers and field operations
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