Head of Business Excellence

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Supports the development and adaption of the assigned units´ strategy, and ensures implementation of respective programs and measures, for the organization assigned.
Join us as Head of Business Excellence in North America Customer Service, you lead a small team that continuously monitors Customer Service operations for emerging problems, rates their severity, diagnoses root cause, and resolves them together with operational leaders, before an issue becomes a customer escalation or a missed customer commitment.

Your team determines why performance is diverging from the expected norm, what it is worth to act, and how the workflow must change so that process and AI improvements deliver operational outcomes at scale.

The role is the bridge between signals and operational execution. Business Excellence does not collect customer feedback and does not execute solutions. It diagnoses root causes, designs the future-state workflow, builds the value case, mobilizes the accountable function, and closes each engagement with a validated benefit and a clear operational owner.

The role complements the Heads of Customer Experience, Process Compliance and Efficiency, AI Innovation, AI Operationalization and Transformation, and works closely with Quality and Regulatory, Finance, IT, and HR.

The Head of Business Excellence reports to the Senior Manager, Customer Service Operational Excellence in North America.

Key Responsibilities:

Monitor Operational Performance

- Build and run analytics that track operational, service-delivery, workforce, and financial performance, using leading indicators to spot emerging risks early.
- Identify service commitments at risk and gaps in ownership across the service process.
- Define performance standards and early-warning indicators for critical operational areas.
- Review core service workflows for automation and AI opportunities.
- Combine operational data with customer insights to tell isolated issues apart from systemic trends.

Diagnose Root Causes

- Frame each engagement with a clear problem statement, baseline, scope, and the decision required.
- Use structured, hypothesis-driven problem solving to separate symptoms from validated root causes.
- Work out whether issues come from execution, process design, or technology and data.
- Deliver focused, time-bound engagements with clear outcomes.

Redesign Service Workflows

- Design future-state workflows that combine Lean methods, AI, and automation.
- Work with operational leaders and HR to define how roles, skills, and capacity need to change.
- Partner with Quality and Regulatory teams so designs meet safety, cybersecurity, and regulatory requirements.

Build Business Cases and Recommend Decisions

- Quantify the customer, operational, financial, and risk impact of acting and of not acting.
- Define baselines, target outcomes, effort, dependencies, risks, and benefit ownership.
- Set and maintain business-case standards across the organization.
- Give senior leadership clear, evidence-based recommendations.

Drive Execution with Operational Leaders

- Bring recommendations to the right business owners for implementation.
- Develop corrective actions with regional and functional leaders, with clear owners, timelines, and expected results.
- Support implementation with analysis, facilitation, and hands-on problem solving until performance recovers.
- Act as a trusted advisor during execution and escalate barriers when needed.

Track Value and Results

- Confirm that results are delivered and owned by the business.
- Work with Finance and business owners to verify realized benefits against plan.

Lead and Devel

- Share outcomes and successes with leadership and recognize contributing teams.op a High-Potential Team
- Lead a small, high-performing team of high-potential talent with diverse skills.
- Set clear goals and quality standards and hold the team accountable.
- Coach the team in analytics, root-cause analysis, process redesign, and value engineering.
- Grow talent through stretch assignments and exposure to senior leaders.
- Give regular feedback and run performance and talent reviews.
- Prepare team members for future leadership roles.
- Build a culture of curiosity, ownership, and inclusion, focused on outcomes.

Qualifications and Skills

- Bachelor’s degree in business, Engineering, Operations Management, Economics, or a related field; advanced degree preferred.

- 10+ years of experience in management or internal consulting, operational excellence, business transformation, or service operations.

- Proven experience leading and developing high-potential talent, including coaching, performance management, and preparing team members for broader roles.

- Track record of building systems that detect operational issues early, diagnosing root causes, and driving corrective action with line leaders.

- Strong analytical and trend-analysis skills.

- Ability to diagnose complex cross-functional performance issues and convert them into decision-ready business cases.

- Experience redesigning end-to-end service processes by combining Lean, AI and automation

- Understanding of the business value and cost of AI and automation

- Strong understanding of Customer Service or field-service operations, including service delivery, dispatch, workforce and capacity, and process performance.

- Strong structured problem-solving skills; Lean Six Sigma or comparable certification is advantageous.

- Executive communication and facilitation skills, with the ability to influence without direct authority in a matrixed organization.

- Working knowledge of Power BI, advanced Excel, process mapping, and process mining; experience with Snowflake, ServiceNow, or SAP is advantageous.

- Healthcare, field service, or multinational enterprise experience is advantageous; experience in a regulated quality environment (QMS, FDA) is a plus.

- Willingness to travel up to 10%.

Who we are : We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Siemens Healthineers businesses, please visit our company page here .

The base pay range for this position is:

$165,920 - $228,140

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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