What You Will Do

Technical / Managerial Responsibilities: 

• Operational Management & Escalation Handling: Lead a technical team focused on efficiently resolving customer-reported issues, finding root causes, and delivering hot fixes to ensure seamless app performance. Act as the primary point of contact for escalations, providing leadership in high-stakes situations to maintain customer satisfaction. 

• Customer Engagement & Communication: Foster strong relationships with customers, ensuring their concerns are swiftly addressed and that communication is clear and timely. Keep stakeholders informed of progress and resolutions to build trust and maintain transparency. 

• Root Cause Analysis & Sustainable Solutions: Oversee thorough investigations of issues, implementing effective and sustainable solutions that prevent recurrence. Ensure the team is equipped to conduct comprehensive analyses for long-term impact. 

• Process Optimization: Continuously identify inefficiencies in workflows and implement process improvements to boost team productivity and accelerate issue resolution. Drive a culture of innovation and efficiency within the team. 

• Customer-Centric Strategy: Develop and execute strategies that prioritize customer needs, using feedback to inform development plans and drive continuous operational improvements. Ensure customer insights are integrated into the organization’s strategy. 

• Performance Monitoring: Track key metrics such as resolution times and customer satisfaction, using data-driven insights to guide performance enhancements. Implement strategies based on these insights to achieve continuous improvement. 

Business Responsibilities: 

• Financial Management & Cost Efficiency: Manage project-level budgets and contribute to the broader R&D financial planning. Track expenditures and ensure the team operates within budget, emphasizing cost-effective practices. 

• Team Development & Strategic Planning: Attract, mentor, and retain top talent, fostering a culture of continuous learning and technical excellence. Develop strategic operational plans to reduce downtime, enhance app performance, and maintain high levels of customer satisfaction. Collaborate with internal and external Key Opinion Leaders (KOLs) to align strategies with clinical and business needs. 

What You Need

Minimum Requirements: 

• Operational Leadership: Ability to lead teams focused on operational outcomes, including issue resolution and maintaining customer satisfaction. 

• Effective Communication: Skill in articulating technical concepts and business strategies clearly to both technical and non-technical stakeholders. 

• Operational Excellence & Performance Management: Strong understanding of using metrics and operational reporting to drive process improvements and efficiency. 

• Technical Proficiency in Mobile Apps: Familiarity with mobile app development on iOS and Android platforms, understanding of CI/CD pipelines, and experience with app distribution processes. 

Preferred Requirements: 

• Change Management & Process Improvement: Experience with methodologies like Six Sigma or Lean for driving efficiency and managing change effectively. 

• Customer Escalation Management: Proven experience in managing complex customer interactions and efficiently resolving escalations to maintain high levels of satisfaction. 

• Experience in Regulated Industries: Background in healthcare or similar fields, understanding compliance and security considerations in software development.