Zone Operations Manager, Customer Care Center - Cary NC

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

This role is well suited to an experienced people and operations leader who thrives in a fast-paced, customer-focused environment. As a Zone Operations Manager, you will have ownership of service delivery performance within your assigned zone. You will lead the people and daily operations of the CCC while partnering across Field Service and other teams to ensure customer commitments are met. Success is measured not only by CCC execution, but by the overall service outcomes experienced by our customers. You will be responsible for:

People Leadership & Development

• Lead, coach, and develop CCC employees through clear expectations, regular feedback, performance management, and development planning.
• Support hiring, onboarding, training, engagement, and succession planning while fostering an inclusive and accountable team culture.

 

Zone Performance & Service Delivery

• Own overall service delivery performance for the zone, with accountability for customer commitments, operational outcomes, and the end-to-end customer experience.
• Maintain an end-to-end view of service delivery, connecting dispatch, scheduling, backlog, field capacity, customer communication, and execution.
• Use operational data to identify risks and performance gaps, align priorities and resources, and drive action across organizational boundaries through resolution.

 

Customer & Cross-Functional Partnership

• Partner with Field Service and regional leadership to improve customer outcomes, rather than optimizing individual processes or functional metrics in isolation.
• Resolve significant customer, field, employee, and operational escalations in partnership with CCC leadership and cross-functional teams.
• Lead zone performance discussions, ensuring issues have clear ownership, actions, and follow-through through resolution.

 

Governance, Improvement & Change

• Ensure adherence to established processes, quality requirements, policies, and operational standards.
• Identify root causes and lead sustainable improvements that simplify, standardize, or automate work.
• Lead employees through process, technology, and organizational change while maintaining continuity of customer support.

 

The Key Working Relationships for this position:

• Customer Care Center leadership and frontline teams
• Regional and Zone Field Service Leadership
• Workforce Management, Quality, Training, and Process Engineering
• Cross-functional Service Operations and business partners

 

This position may suit you best if you are familiar with what is below:

• People leadership in a fast-paced service, operations, customer-care, call center, or field-support environment.
• Customer service operations, workforce management, scheduling, dispatching, or related service-delivery processes.
• Coaching employees, managing performance, and building accountable, engaged teams.
• Using operational data to identify risks, solve problems, and drive end-to-end service delivery performance.
• Leading through competing priorities, escalations, and organizational or technology change.
• Demonstrating an ownership mindset and the ability to drive customer and business outcomes across functional boundaries.

 

Required skills to have for the success of this role

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Demonstrated people-leadership experience in operations, customer service, field service, or a related environment.
• Strong business acumen, analytical thinking, communication, and an end-to-end service delivery mindset.
• Ability to lead in a dynamic, high-volume environment and influence outcomes across organizational boundaries.
• Proficiency with Microsoft Office tools including Excel, PowerPoint, Word, and Outlook.

 

This role will primarily support the West Zone and requires schedule flexibility to provide leadership coverage through approximately 6:00–7:00 p.m. Eastern Time on a regular basis. The Zone Manager will also participate in a rotating weekend on-call schedule with other CCC managers to provide leadership support outside normal business hours as needed.

Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Siemens Healthineers businesses, please visit our company page here.

The base pay range for this position is:

$123,460 - $169,752

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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