Director, Customer Service - Product Commercialization
San Diego, Ca, Us
Created and executed strategic and tactical plans for medical devices (neurologic, infusion, respiratory, pharmacy, nursing & procedural areas) across four business units comprising $1B+ in revenue. Scope of responsibility spanned global product development & launch, strategic alliances and M&A activity through a team of 8 geographically dispersed reports with upstream and downstream capabilities. Served as key decision maker on executive cross-functional panel overseeing global product portfolio within each Business Unit. Sphere of influence included R&D, Manufacturing, Marketing, Business Development, Sales, Finance, Contracts, Customer Service and Training. > Commercialized 16 products across 4 business units in 24 months> Accurately modeled value propositions & ROI for pricing, programs & promotions> Established priorities for clinical product development for new products & feature releases> Managed product lifecycle from requirements definition to commercial product launch & sunset> Developed tactics to execute IT connectivity across broad suite of devices > Developed operational procedures and KPI metrics for success with channel partners > Facilitated Kaizen events to integrate processes across business units to present "one face to the customer" for contracting, invoicing, product implementation, service & support > Used Lean & Six Sigma methodologies to develop detailed VSM's documenting improved future-state workflows for variety of workstreams including: Design for Six Sigma, EOL for clinical products & services> Defined and implemented lean business processes resulting in $3M operational savings> Built dashboards/scorecards/detailed program analysis to inform decision making & support rapid growth > Executed comprehensive change management campaigns & tactics> Identified gaps in staff competencies & developed programs & tools to address the gaps