Sr. Director, Service as a Product - The Ashlar Group

Company - Major Medical Dispensing Automation Company
Position - Sr. Director, Service as a Product
Compensation - Negotiable
Position Type - Full Time
Location - St Petersburg, FL

Senior Director, Services as a Product
In a strategic shift toward providing differentiated service, we are introducing a product leader role for service, accountable for the overall business impact of the collective service delivered by us as part of its product portfolio.
In this new role, your initial focus will be:

• Creating a vision for the customer experience of the future and helping the organization understand what it means to productize service;
• Fully defining the service offering/s that accompany our portfolio of hardware and software products;

• Establishing the criteria by which service impact can be measured over time; creating a scorecard
• Developing a multi-year service product roadmap, including incorporation of a proactive service approach into products and services as they are developed and enhanced
• Gaining buy-in from key stakeholders in the organization on the plan
• Working collaboratively with the service organization/s to deliver service against standards

With alignment, your focus will move toward execution planning – working closely with the operations, product, and technology teams to understand our current challenges in supporting complex technical products in patient care environments – and developing practical, well-coordinated plans to drive toward desired outcomes.
As the product leader for service, you will monitor and report on overall performance and work collaboratively to meet objectives.  You will monitor and report on overall service performance. You will define, own and drive the overall product roadmap, ensuring timely delivery of service offerings in alignment with hardware, software and analytics solutions.
You will bring to the position deep knowledge of customer service principles and practices in a variety of industries. Ideally, you will have some knowledge of pharmacy operations in a variety of contexts (e.g., large hospital systems, post-acute care, specialty pharmacies, retail) and an understanding of operational challenges, roles/responsibilities, and stakeholders therein.
Most importantly, you know how to define and validate market opportunities, build business cases, and translate market and customer needs into product and service requirements. You are skilled in responding to the requests of multiple market-facing business units and adept at defining priorities and trade-offs. 

Responsibilities:

• Articulate the service value proposition and develop a business case to justify ongoing investment
• Establish business goals; 1-3 year product roadmap; and 6-12 month execution plans
• Manage the full life cycle of the service product offering
• Maintain the integrity of service value proposition in all product offerings, staying aligned with product owners as the portfolio evolves
• Understand key levers and influence the plans of colleagues in operations, technology, and product
• Work closely with operations leaders to establish and achieve service margin goals
• Develop a product scorecard and quarterly performance reviews to govern the performance of the service offering
  • Working collaboratively with sales, marketing, finance, operations, service and others, define an overall performance scorecard, working to populate performance results monthly
  • Analyze opportunities for improvement based on performance results and work collaboratively to motivate improvements as needed; celebrate success
• Build, lead and develop a small team of product managers

Required Knowledge and Skills:

• Ability to think strategically and translate strategy into product plans and programs
• Ability to drive tactically always maintaining a big picture view
• Excellent communications skills: written, verbal, group presentations
• Flexibility to partner with and negotiate with colleagues and customers at all levels within and outside the organization
• Effective leadership skills and ability to listen, communicate and motivate teams to achieve results
• Ability to guide and mentor colleagues for effective decision-making and leadership abilities
• Possess positive attitude and creativity in generating solutions

Basic Qualifications:

• Bachelor's degree
• 10 years of experience in service and product-oriented leadership roles in software-enabled services companies
• Demonstrated experience in high growth environments

Preferred Qualifications:

• Master's degree preferred
• Broader experience in other disciplines helpful including operations

Work Conditions:
Travel up to 30%