Director Customer Experience Programs

At Spacelabs Healthcare, you make a difference.

Every member of our worldwide team plays an integral role in improving treatment and helping providers deliver exceptional care to their patients. From newborns to centenarians, more than 60 million people benefit each year from the advancements we make in patient monitoring and management, care coordination, and clinical decision support.

Driven by the belief that anyone who seeks care could be a member of our own family, our team is dedicated to solving the greatest challenges the healthcare system currently faces, including the need to enhance patient experience, improve population health, reduce costs, support care team well-being, and advance health equity. As part of our mission, we take pride in creating services and technologies that are personalized and tailored to support the needs of healthcare providers anywhere in the world.

Because while we may not be at a patient’s bedside, their health is still in our hands.

The Director of Customer Experience Programs is a crucial role within our organization, responsible for upholding our company values while developing and maintaining compliant Key Opinion Leader (KOL) and Advisory Board Programs. This role partners with customers, marketing and Clinical Optimization Manager, to develop and implement the strategy, processes, best practices, systems, and programs to enhance the customer experience and provide best-in-class professional development featuring the outcomes from Spacelabs Clinical Decision Support Offerings.

The Director leads, develops, implements, and evaluates competency-based curricula for client professional development, incorporating regulatory standards and evidence-based practices. Leads the development and maintenance of internal and external customer-facing device training, tools and webinars. Leverages cross-functional strategic internal and external voice of customers to expand the design, development, and delivery of client programs. Additionally, the Director is tasked with developing and implementing a compliant Continuing Education Program, ensuring compliance with accrediting agency requirements to maintain accreditation of the CE, BRN, and other organizations.

The Director has a deep understanding of customer excellence requirements in a clinical setting and a proven track record of delivering best-in-class client education programs, both in-person and online. The director has extensive knowledge of Learning Management Systems (LMS), effective collaboration skills, and the ability to manage multiple projects simultaneously. A solid background in designing and creating content within the medical device industry is essential.

In collaboration with the VP of Customer Advocacy and Clinical Excellence Programs, the Director will be tasked with leveraging industry benchmarks to create, monitor, evaluate and ensure compliance for all CEU programs, webinars, internal and external customer medical device training, as well as managing the eLearning portal and programs.

In collaboration with the VP of Customer Advocacy and Clinical Excellence Programs, the director will be tasked with, creation of the Customer Experience Net Promoter Score (NPS) program with Sr. Manager Customer Advocacy. Establishing the program, baseline metrics, and path to delight customers.

Strong communication skills are vital, as the Director will need to maintain robust communication channels across the organization and with our customers. The ultimate goal for this role is to achieve excellence by fulfilling their responsibilities within the corporate vision, placing the values of quality first, customer experience, innovation, people development, and delivering financial results.

Direct Reports: Coordinator of Customer Experience, Sr. Manager Customer Advocacy

• Develops and implements the strategy, processes, best practices, systems, and programs related to professional development
• Develops and maintains and leads customer experience program, Net Promoter Score (NPS)
• Develops and maintains compliant Key Opinion Leader (KOL) and Advisory Board
• Develop Key Opinion Leaders (KOL’s) both in the domestic and international markets to support business objectives
• Leads, develops, implements, and evaluates competency-based curricula for client’s professional development that incorporates regulatory standards and evidence-based practice
• Leads, develops and maintains internal and external customer-facing device training and tools
• Evaluates and recommends vendors to support and expand the design, development, and delivery of client programs
• Leads, develops, and implements a compliant Continuing Education
• Ensure compliance with accrediting agency requirements to maintain accreditation of the CME, BRN, and other organizations
• Drives quality outcomes through metrics and analytics and maintains documentation and reporting mechanisms
• Ensures strong communication, partnering and relationship building, cross-functionally, across the organization and with Spacelabs ‘s customer base
• Uphold the company's core values of Integrity, Innovation, Accountability, and Teamwork
• Demonstrate behavior consistent with the company's Code of Ethics and Conduct. Ensure that direct report(s) are trained and evaluated on their knowledge and adherence to the company’s values, Code of Ethics and Conduct, and applicable compliance policies
• It is the responsibility of every Spacelabs Healthcare employee to report to their manager, or a member of senior management, any quality problems or defects for corrective action to be implemented and to avoid recurrence of the problem
• Duties may be modified or assigned at any time to meet the needs of the business

• Bachelor’s degree in nursing or related clinical discipline required
• Master’s degree in education, business, related field preferred, certification in Quality (CPHQ) or other related certification
• Minimum 10 years hospital and relevant clinical and organizational leadership and industry experience at the director leadership level
• A strong clinical background with the ability to apply to medical device training and to enhance customer experience is required
• Minimum of 10 years’ experience with learning management systems (LMS)
• Minimum of 10 years’ experience developing all types of educational material and platforms
• Minimum of 10 years’ experience in the medical device
• Strong knowledge of clinical excellence and proven ability to deliver best in class client programs, both in person and online
• Thorough knowledge of customer engagement and strategies to improve customer satisfaction
• Effective cross-functional collaboration and leadership of programs
• Effective collaboration skills and experience developing KOL’s
• Thorough understanding of regulations pertaining to healthcare
• Ability to oversee and execute multiple activities and
• Ability to work across all levels of leadership and be team
• Highly organized with a strong attention to detail; strong decision-making
• Must have excellent writing and communication
• Demonstrated leadership
• Ability to work in a virtual office and virtual teaming
• Up to 10-20% travel to Snoqualmie and client sites is required.

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Please review our benefits here: Life at OSI

The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location and date of hire. Please note that the salary information shown above is a general guideline only. Salaries are based upon candidate experience and qualifications, as well as market and business considerations.

NOTICE TO THIRD PARTY AGENCIES

OSI Systems, Inc. and its subsidiaries (collectively “OSI”) does not accept unsolicited resumes from recruiters or employment agencies. If any person or entity, including a recruiter or agency, submits any information, including any resume or information regarding any potential candidate, without a signed agreement in place with OSI, OSI explicitly reserves the right to use such information, and pursue and/or hire such candidates, without any financial obligation to the person, recruiter or agency. Any unsolicited information or resumes, including those submitted directly to hiring managers, are considered and deemed to be the property of OSI.

Equal Opportunity Employer - Disability and Veteran

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Poster Link:

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf 

OSI Systems, Inc. has three operating divisions: (a) Security, providing security and inspection systems, turnkey security screening solutions and related services; (b) Healthcare, providing patient monitoring, diagnostic cardiology and anesthesia systems; and (c) Optoelectronics and Manufacturing, providing specialized electronic components and electronic manufacturing services for original equipment manufacturers with applications in the defense, aerospace, medical and industrial markets, among others.