Service Operations Program Manager at COV Covidien LP — North Haven, CT

A Day in the Life

Position Overview: the BP Program Manager – Service/Repair leads cross functional programs that improve and standardize business processes across the Service and Repair value chain (intake, diagnosis, repair, testing, shipping, and supporting processes). This individual contributor role drives measurable improvements in turnaround time, quality, productivity, cost, and customer experience by coordinating work across service centers and enabling functions.

• Leads or leverages cross functional teams to evaluate, develop and manage projects for key business processes. Act as a central facilitator for RST Service across Operations, Enablement, Service/Repair, PMO, and DT teams.
• Support planning efforts for V&V (Verification & Validation) and FCA (Field Corrective Actions).
• Operational Performance & KPI Reporting
• Define, track, and report operation’s KPIs.
• Provide insights to support data driven decision making.
• Build dashboards and reporting rhythms to provide leadership visibility to performance and trends.
• Program & Project Management
• Lead and coordinate key initiatives such as: Depot operations coordination, supplier parts refurbishment and consolidation of various field update planning.
• Ensure clear governance, timelines, stakeholder alignment, and execution of delivery for assigned initiatives.
• Asset & Returns Planning
• Own and manage returned asset forecasting and planning for NCD workstreams.
• Optimize capital asset allocation and utilization (e.g., test fixtures, KGUs).
• Support strategic planning for product returns process improvements.
• Oversees and manages the operational aspects of ongoing projects and serves as liaison between project management and planning, project team, and line management.
• Reviews status of projects and budgets; manages schedules and prepares status reports.
• Monitors the project from initiation through delivery.
• Assesses project issues and develops resolutions to meet productivity, quality, and client-satisfaction goals and objectives.
• Develops mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, and clients.

PROGRAM MANAGEMENT CAREER STREAM: Program Managers and Directors focus on tactical, operational activities for a major program with broad or ongoing impact. Levels within the program management career stream typically accomplish program objectives through matrixed employee teams and / or vendors who are not direct reports but for which the incumbent has direct accountability to lead. The majority of time is spent overseeing their area of responsibility, managing program/team performance, communicating project and operational developments, planning, prioritizing and / or directing the responsibilities of program team members. Goal achievement is typically accomplished through performance of program team members.

DIFFERENTIATING FACTORS

Autonomy: Manages one or more small-scale, developed or mature programs with well-defined program plans and delivery methodologies. Is accountable for overall program process, performance, and customer satisfaction.

Organizational Impact: Provides input to establishing program objectives, timelines, milestones, and budgets. Recommends new policies and procedures that affect program management. May have budget accountability for one or more programs. Program decisions are generally made only after consultation with higher level management.

Innovation and Complexity: Problems faced are difficult, and require detailed information gathering, analysis and investigation to understand the problem. Problems typically impact multiple workstreams, departments or specialties. Modifies programs management processes to improve program.

Communication and Influence: Communicates and leads meetings with internal and external customers and vendors, conducts briefings to higher level management team. Solves issues through information exchange, influence and active persuasion without direct exercise of command to gain cooperation of other parties on program execution plans.

Leadership and Talent Management: Leads, directs and reviews the work of a team of professionals and/or vendors who exercise latitude and independence in their assignments. Direct involvement in daily tasks necessary for successful program execution. Not directly responsible for hire or fire decisions and people management.

Required Knowledge and Experience: Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one job area. Typically has advanced knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization. Requires a Baccalaureate degree (or for degrees earned outside of the United States, a degree which satisfies the requirements of 8 C.F.R. § 214.2(h)( 4)(iii)(A) and minimum of 5 years of relevant experience, or advanced degree with a minimum of 3 years of relevant experience.

Physical Job Requirements

U.S. Work Authorization & Sponsorship

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Benefits & Compensation

Salary ranges for U.S (excl. PR) locations (USD):$120,000.00 - $180,000.00