Service Transformation Manager bei Midmark Corporation

We are seeking a Service Transformation Manager to drive the strategic transformation of service operations at Midmark. This role is responsible for optimizing processes, enhancing customer experience, and leading cross-functional teams to improve efficiency and innovation in service delivery. You will leverage digital tools, automation, and continuous improvement methodologies to implement sustainable change and position Midmark as a leader in service excellence.

Primary Responsibilities

Strategy & Execution

• Develop and execute a service transformation strategy aligned with organizational goals.
• Identify opportunities to enhance service operations, improve efficiency, and elevate customer satisfaction.
• Lead the adoption of digital tools and automation to streamline service delivery.
• Analyze current service processes and identify areas for optimization.

Continuous Improvement & Innovation

• Implement continuous improvement methodologies such as Lean, Six Sigma, or Agile.
• Drive innovation by introducing new service models and best practices.
• Stay updated on emerging service trends and innovations to keep the organization competitive.

Change Management & Stakeholder Collaboration

• Collaborate with key stakeholders to ensure smooth implementation of service transformation initiatives.
• Develop and execute change management plans to drive adoption and minimize resistance.
• Communicate effectively with leadership, frontline teams, and external partners on transformation objectives.

Measurement & Reporting

• Establish KPIs and track progress against service transformation goals.
• Utilize data analytics and customer feedback to measure service effectiveness.
• Present reports and insights to senior management, recommending improvements based on data-driven decisions.
• Partner with IT and digital teams to implement and enhance service-related technologies.

Secondary Responsibilities

• Support cross-functional initiatives that align with broader organizational transformation objectives.
• Provide training and mentoring to teams to drive a culture of continuous improvement.
• Identify potential risks in service transformation initiatives and propose mitigation strategies.

What We’re Looking For

Education & Experience

• Bachelor’s degree in Business Administration, Industrial Engineering, or a related field.
• 7+ years of experience in service transformation, operations management, or process improvement (or equivalent combination of education/experience).
• Proven track record of leading and delivering successful service transformation projects.
• Experience implementing digital tools and automation in service operations.
• Experience leading large cross-functional projects with defined outcomes.

Skills & Competencies

• Strong analytical, problem-solving, and project management skills.
• Excellent stakeholder management and communication skills.
• Certification in Lean Six Sigma, PMP, or related methodologies (preferred).
• Familiarity with AI, RPA, or cloud-based service management platforms.
• Strong knowledge of Lean, Six Sigma, Agile, or other process improvement methodologies.

Why Join Midmark?

• Lead service transformation initiatives that directly impact the healthcare experience.
• Work in a collaborative, innovative environment focused on continuous improvement.
• Join a mission-driven organization committed to designing better care.