Vice President of Operations
Location: Buffalo Grove, Illinois
This role is Hybrid and Primarily on-site in Buffalo Grove.
Reports to: President, North America
Salary Range: $250,000 - $300,000, Commensurate with Experience
Alma Lasers is a global leader in medical aesthetic and surgical devices, known for its innovative technologies that advance patient care. With a strong presence across North America, Alma Lasers USA provides comprehensive product support and customer service to thousands of clients, helping them achieve optimal results.
The Vice President of Services & Operations will oversee service operations, warehouse logistics, and customer relations for Alma Lasers USA. This role is critical to driving operational efficiency, enhancing customer experience, and growing service revenue. Based in Buffalo Grove, Illinois, with some time in the Chicago downtown office, the VP will ensure smooth coordination with global headquarters and lead efforts to optimize service delivery and client satisfaction.
What you'll do
1. Service Operations Management:
o Oversee the service and support of over 6,000 systems across North America, ensuring high levels of customer satisfaction through timely, effective service delivery.
o Manage the warehouse logistics operations, ensuring efficient handling, storage, and distribution of products.
o Lead and enhance the customer relations team, including the call center, to ensure smooth handling of client inquiries and complaints.
o Implement proactive service contracts with clients, increasing service uptake and driving customer loyalty.
2. Client Experience & Relations:
o Develop and implement strategies to improve customer experience, focusing on delivering top-tier service that meets and exceeds client expectations.
o Oversee the Customer Experience team and develop programs that proactively engage with customers through service contracts and regular system maintenance programs.
o Ensure that call center operations run efficiently, with an emphasis on reducing resolution times and increasing customer satisfaction.
3. Logistics & Supply Chain Optimization:
o Lead warehouse logistics to ensure efficient operations, from inbound materials to outbound distribution. Identify areas for operational improvements and cost-saving opportunities within the supply chain.
o Collaborate closely with the global HQ to ensure warehouse and logistics processes are aligned with corporate strategies.
4. KPI Management & Revenue Growth:
o Drive initiatives aimed at increasing service revenue, such as upselling service contracts and optimizing operational processes for cost-effectiveness.
o Monitor key performance indicators (KPIs) to track service quality, customer satisfaction, and operational efficiency.
o Identify opportunities to improve KPIs related to customer satisfaction, service contract penetration, and overall service profitability.
5. Leadership & Team Development:
o Lead, mentor, and develop a team of 25 employees, ensuring high levels of performance, engagement, and continuous improvement within the team.
o Foster a culture of empowerment where team members feel confident making decisions and learning from their mistakes.
o Drive cross-functional collaboration between service, operations, and IT teams to ensure cohesive execution of operational strategies.
6. Collaboration with HQ & Global Teams:
o Work closely with global headquarters to align service and operations strategies with corporate goals.
o Maintain strong communication with HQ to ensure that local operations are in sync with global initiatives, standards, and technological advancements.
Requirements
Minimum 10 years of progressive experience in operations leadership roles.
Extensive experience in the medical devices or a closely related industry is essential. Candidates should have a strong understanding of the regulatory environment, operational challenges, and customer service needs specific to this sector.
Operational Excellence:
Proven track record of leading complex service and operations functions, with experience managing large teams and driving improvements in logistics, service delivery, and customer relations.
Technology Proficiency:
Knowledge of ERP and CRM systems is required, as this role will later oversee IT operations and lead initiatives to increase automation and improve operational efficiency.
Proactive Leadership:
Ability to take a proactive approach to challenges, with a hands-on attitude and a willingness to learn from mistakes. Strong problem-solving skills are essential.
Global Collaboration:
Experience working with international headquarters and teams, with the ability to balance global standards with local market needs.
Customer-Centric Mindset:
Deep commitment to improving customer experience, with the ability to implement strategies that drive service quality and customer loyalty.
Travel:
Willingness to travel 6 times per year, including 2 international trips to Alma Lasers’ global headquarters.
Skills Required
Positive attitude and approach to the job responsibilities and the Alma team
Microsoft Applications (MS Office, Excel, PowerPoint, and Outlook)
Excellent organizational skills
Ability to multitask
Supervisory Responsibility
Lead, mentor, and develop a team of 25+ employees, ensuring high levels of performance, engagement, and continuous improvement within the team.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Travel
Willingness to travel at least 6 times per year, including 2 international trips to Alma Lasers’ global headquarters.
Work Authorization
Documentation showing eligibility to work in the United States will be required.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Alma, Inc. is Equal Opportunity Employment:
We're proud to be an equal opportunity employer and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status.
E-Verification:
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Nice to have
Bachelor’s degree in Business, Operations Management, or a related field is required. A Master’s degree is