Operations Manager (Medical Device)

Overview

As an Operations Manager (OM), you play a pivotal role in the continuous improvement and overall success of the respective sector. The Ops Manager is directly responsible for the ongoing performance, long-term and near-term improvement initiatives, and the transformation of their sector into a regionally elite operating team as Airspace matures and grows.

OM's, while working in the Operations organization, must work closely across all departments at Airspace and with our various customers and partners in their region (EU, APAC, US, etc.). Because of this, the OM must be adept at managing teams in different time zones and schedules and effectively coaching team members while not always in person. 

Importance of the role

The operations team is the backbone of our company  and by working on the front lines you represent, first-hand, everything that we stand for. Not only will you be in direct communication with our customers, commanders and agent service providers, with extreme attention to detail, having the ability to catch something so small can ultimately be the difference maker in being able to save a human life!

Skills / Qualifications

• One-Team Mentality: We are One Team. We believe we all accomplish more when we are working together.
• Ownership Mindset: End to end ownership of your team, projects, responsibilities and their effects down the line. You are the owner of decisions you make and must take responsibility for those decisions.Raising the bar: What got us here will not get us where we want to be, and as an operations team and company need to constantly be heightening the quality, speed and impact of our efforts in all facets of our work.
• Grace under pressure: Ability to raise, navigate and execute difficult situations when needed is necessary for Airspace to continue on this growth trajectory.

Responsibilities

Must be able to understand all Responsibilities included in the Operations Specialist III Job Description and perform all Responsibilities in the Supervisor Job Description

Sector Ownership

• Act as the highest escalation level and point of contact for all operations performance within your sector (whether on an ad hoc or daily basis, or to address sector-level or customer-level trends) 
• Monitor, comprehend, and action (when necessary) on the daily, weekly and monthly performance trends of your respective sector though team coaching or feedback
• Assist and 'get hands on' with the sector team when necessary to ensure the frontline is supported and that customers continue receiving industry leading service levels
• Represent your Operations sector in major customer milestone meetings (onboarding calls, QBR's, escalation, issue, expansion opportunities) and provide support to Revenue teams as the operations expert
• Work alongside the Revenue (Sales and Account Management) teams to set the standards and monitor the creation, evaluation & approval on SOPs and customer specific solutions
• Lead, alongside Network, R&D, Finance and other departments at Airspace in the identification, scoping and implementation + execution of customer specific solutions or operational requirements that typically fall outside of a 'normal' scope of work 
• Actively participate and play a leading part in Airspace internal deployment (aka implementation) prep calls & external client deployment calls
• Define the sector-specific Standard Work and operational requirements needed for highest quality service 
• Collaborate with Network to design solutions that fit the client's needs during the deployment/onboarding process
• Identify potential risks, proactively identify operational challenges and provide geographic / regional expertise during customer RFPs 
• Define and set benchmarks for Key Performance Indicators relevant to your sector 
• Report on Sector performance (including solutions in place to improve service where necessary) regularly through scheduled updates (Performance Alignment Report) and live meetings (Quarterly Executive Operations Reviews, Leadership Summits)
• In charge of overall headcount, hiring, firing, and compensation/level requirements for your reporting sector(s). 
• KPI ownership, trend resolution, and process improvement on an account-level for existing accounts
• Assist in new client onboardings with support from Directors or Sr Managers

Team Management

• Hold routine touchpoints with Supervisors and set priorities for each individual based on needs of the business and progress against benchmark KPIs 
• Define personal performance goals for leaders in your sector that are aligned with company quarterly / annual OKR's, general service improvements and improving their professional acumen
• Define, manage and continuously improve a predefined 'Rhythm of the Business' that solicits discussions around service performance, internal team discussions and ensures all leaders in your sector  are aligned on executing on priorities laid out for them 
• Maintain a coverage schedule that consistently provides sufficient operations coverage 24/7/365 and accounts for supply needed for regional service lines
• Assists in the recruitment pipeline in partnership with sector Directors and People Team including following a interview and assessment process and or framework 
• Direct resources across Airspace sectors to account for sudden supply-demand imbalances due to unforeseen circumstances, both proactively and when requested
• Manage and coach team members on quality, clean and organized communication across internal and external channels 
• Work alongside sector leadership to effectively plan and facilitate new hire onboarding and ensure all systems, hardware, certifications, accommodations and introductions are completed 

Continuous Improvement

• Scope, lead or supervise and ultimately be the primary responsible party of initiatives that support company OKR's, sector performance shortfalls or requirements for new capability or new service requirements
• Create roll-out plans to implement new processes & lead supervisors/leads to engender high adoption rates
• Proactively identify opportunities where new services, capabilities or certifications would be required or beneficial to the sector team and drive the execution (including work plans and required resources, funding) with approval from Operations Leadership 
• Coach and hold individual contributors (Specialists, Experts) and Managers (Supervisors, Regional Sector Leaders) on technical and operational skill improvement opportunities, and personnel, communication and management opportunities pertaining to work output through a combination of individual conversations or structured trainings 
• Regularly maintain pulse balance of operational efficiency and service quality, and proactively solution and suggest opportunities for improvement to improve both objectives

Cross Departmental Collaboration

• Work to build strong, professionally productive relationship build bridges across all Airspace departments and proactively bring in other teams (RevOps) to solution large lift problems requiring cross departmental collaboration
• Partner with Finance in tracking down missing information for invoicing, discrepancies in orders and triaging ways to improve Gross Margin Dollars when tasked 
• Hold regular meeting cadences with Sales and Account Management sector leadership to understand needs, requirements of operations during high-value revenue motions
• Hold regular meeting cadences with Driver Operations and/or Network to understand needs, requirements and support that Operations can provide in the spirit of improving service across all teams at Airspace 
• Partner with Quality Assurance team for live-operational support, shipment reviews and corrective action plans. Ensures any plans taken for corrective action are effective and in place. 

Compensation

• Salary range: $80,000 - $100,000
• Bonuses based on sector performance
• High-quality health, vision, and dental care plan options
• 401K company contribution program 
• Professional learning and training reimbursements