At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.
Position Summary The Area Operations Manager is responsible for strategic planning and execution of Service Operations and regional objectives. This role demonstrates exceptional operational and industry expertise working with Customers, Sales and internal stakeholders to optimize Global Service opportunities. This includes strong collaboration, provides data analysis, planning and modelling collaboration, agility, and innovative Customer solutions. They own Customer experience, revenue, and financial outcomes for area of responsibility. This role also acquires, engages, and retains a team of high performing people leaders to achieve growth and talent goals. The Area Operations Manager will directly supervise up to 6 employees and indirectly supervise up to 50 employees. The role requires up to 40% travel.
This role requires daily travel by driving a motor vehicle. If offered this position, STERIS will run a 7 year motor vehicle record check, as part of our onboarding process.
Duties Provides support and development for high performing team of Field Ops Managers to reinforce Customer and company requirements and drive a positive work culture. Assumes primary ownership for Customer Satisfaction, retention and revenue attainment of their district by building strong Customer relationships, representing Service in critical Customer interactions and escalating issue resolution needing additional leadership. Develops partnership with sales/service teams to provide cohesive service solutions and maximize the STERIS "Share of Wallet" for local and national accounts within area of responsibility. Implements protocols and procedures as required ensuring cost effective delivery of service quality. Implements coordinated strategies with internal partners to align customer needs and business strategy with the right resources and the right time, and prepare for future work (skills, experience). Models and owns growth of "Customer First" program outcomes and designs district-specific Customer engagement initiatives locally as needed. Analyzes talent/resource forecasting needs and partners with AVP to ensure both Customer business expectations and financial objectives are met. Delivers targeted financial performance for the district including full profit and loss responsibility, risk management for all district related activity including audits, customer business reviews, budget and financial reporting and system/process implementation oversight and planning. Ensures training and new hire processes are effective and achieve business outcomes and ROI. Acts as a liaison between company and the field, consistently setting expectations of performance for assigned territory which includes frequent communication of milestones to be a conduit for positive and constructive feedback and enhance employee engagement and retention. Adheres to company, compliance policy and procedures. All other duties as assigned. Education Degree High School Diploma or GED
Required Experience Bachelor's degree required and 4 years of experience, including 2 years leading teams and 2 years in the surgical instrument space. In lieu of Bachelor's degree, must have high school diploma or GED and 12 years relevant work experience including 2 years leading teams and 2 years in the surgical instrument space. Leadership experience may include informal roles such as a project lead, military or related field. Relevant work experience including demonstrated surgical repair knowledge, leading others and experience in Customer Service/Sales environment. Previous experience work scheduling and prioritizing and reporting/administrative skills strongly preferred. Must be 21 years old to meet FMCSA requirements for commercial driving. Demonstrated effective verbal and written communication skills e.g. and support accurate clear Customer communication efforts as needed (reporting, Customer follow up). Demonstrated conflict management and problem-solving skills to proactively identify, diffuse, resolve or escalate Customer or employee issues. Will have frequent daily operational Customer interaction and is expected to effectively answer questions and communicate schedule, resolution, and next steps. Identifies and appropriately escalates Customer issues timely and effectively. Strong customer service skills – including both external engagement/interaction and internal engagement/interaction with Sales to support the operations team. Pay range for this opportunity is $91,250.00 - $127,575.00. This position is eligible for bonus participation.
Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.
Employees (and their families) may enroll in our company-sponsored medical, dental, vision, flexible spending, health savings account, voluntary benefits, supplemental life/AD&D plans and the company's 401k plan. Employees are covered by an employee assistance program (also available to household members) and long-term disability. Full-Time Employees are also eligible for short-term disability. Full-time Employees will also receive Paid Time Off (PTO) based on years of service and paid Holidays. Part-time employees working 20 or more hours receive a pro-ration of the full-time PTO allocation and paid Holidays based on their standard hourly work week. Full-Time employees are eligible for four weeks of paid parental leave. Part-time employees also receive paid parental leave, pro-rated based on their standard hourly work week.
STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law. We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.
