Director, iTero Operations, APAC

About this opportunity

The Director, Operations APAC is responsible for the management and operation of multiple functions (having direct and indirect reports) critical to the iTero business success across APAC region : Business Operations : all activities linked to business transactions post-sales (contract management for equipment and service, interface with ERP / invoicing / logistics) On-boarding : customer interface from order to delivery to customer site to installation Customer Care and Technical Support : customer support post sales via available channels and complaint handling. From general inquiries to troubleshooting, damaged part replacement, etc. Partner support : dedicated support activities for partners / distributors (B2B) Business Optimization : liaising and coordination of activities required to support new product launches, product extensions, inclusion of new distributors, system-enhancement projects, etc. from a system, process, and team readiness (Support and Operations). Collaborating with IT and PMO regionally and globally, for roadmap alignment and execution. Logistics and Supply Chain Management : Collaborate with overall Align and iTero manufacturing HQ for ensuring proper logistics setup including warehouse, manufacturing plant setup and establish a cost-efficient supply chain management to maintain cost competitiveness. Cross department collaboration : ensure an effective and efficient handoff across different departments from sales / markets to sales operations to commercial operations (logistics, SCM, technical support) to global operations to customer services. Customer Experience (CX) : all activities (education, visibility and follow-up) around available NPS, Customer Satisfaction and additional surveys in alignment with regional and global CX deliverables. In addition, activities related to continuous improvement and gaining operational efficiency and excellence. The incumbent will oversee an organization encompassing a mix of back office and customer-facing responsibilities and will have to manage directly or indirectly resources and projects that will be central and country-based. The individual will show a great ability to work cross-functionally with the global teams, the other APAC HQ functions as well as country management. In this role, you will… Manage a multifunction department to ensure business continuity : capability for sales teams / partners to transact promptly and with compliance make customers’ onboarding / install as smooth as possible (scanners, lab software) maintain customers' downtime to the minimum (scanner, lab interface) Work with Global partners to implement accurate and updated methodologies and processes that improve the process Work with other APAC HQ functions to ensure alignment (objectives, HC, budget, processes) and drive business efficiency and improvements Work with country managers to ensure proper resourcing of shared or dedicated customer-facing resources Drive standardization of procedures and work instructions for all impacted functions Capture improvement opportunities (internal / external) and derive process updates or product improvement opportunities (complaints, NPS, etc.) Develop accurate daily, weekly and monthly reporting to drive continuous improvement programs aligned to drive immediate and longer-term objectives (internal and external sources) Responsible for organization planning as well as forecasting future growth Work with the FP&A finance team to analyze, develop and interpret budget and financial statements Responsible to achieve established quality and process time (SLA) in all functions Responsible for leading projects related to the corrective and preventive actions Ensure an effective and efficient handoff across different departments from sales / markets to sales operations to commercial operations (logistics, SCM, technical support) to global operations to customer services. Collaborate and align with iTero manufacturing HQ for ensuring proper logistics setup including warehouse, manufacturing plant setup and establish a cost-efficient supply chain management. Regularly review cost competitiveness in logistics and SCM value chains to stay ahead of the curve. Document, define, measure and improve all the current processes utilizing the Statistical process methodology Develop and conduct all the process training to the new processes and employees in order to maintain all employees align with the current work process Implement and maintain all processes under control according to the monitoring system and accurate documentation Additional responsibilities : Ensure the effective fulfillment of objectives and deadlines assigned to the group Comply, develop and revise policies as required that govern, safety, practices and procedures Report all unsafe activities to immediate supervisor and / or Human Resources representative Participate in proactive team efforts to achieve departmental and company goals Other duties may be assigned as required Provide support to audit processes and quality management system as required In this role, you’ll need … QUALIFICATIONS 18+ years of progressive work experience including 8+ years of Management in a comparable role or equivalent combination of education and practical experience in operations and / or customer support management roles Supply Chain Management, Operations management, Logistics and Technical Support / Customer Support experience in BTB Healthcare industries. Strong leadership capabilities with good track records of leading and growing high-performing team. Strategic, confident, and hands-on with a strong ability to execute task with the team Comfortable in making decisions in ambiguous situations where there is limited information available Self-motivated and enthusiastic with strong leadership skills and to manage and motivate a team Strong interpersonal and organizational skills with effective communication skills to work with cross-functional teams to achieve company goals Good competency in time and project management to meet tight deadlines Customer focused and result oriented with high level of integrity EDUCATION and / or EXPERIENCE Master degree or equivalent combination of education and experience TRAVEL Travel will be up to 25-30% or whenever required