Lead Engagement Director CCF - Cleveland Area

About the role

The Lead Engagement Director – Enterprise Services Operations role is designed for accomplished healthcare leaders with a proven track record in complex Healthcare Systems. This role involves serving as the senior relationship leader across executive and operational stakeholders, driving exceptional customer engagement, leading strategic initiatives, and contributing to the ongoing evolution of the ES business.

Responsibilities

• Serve as the senior relationship leader across executive and operational stakeholders, ensuring alignment to strategic goals and partnership value realization.
• Drive exceptional customer engagement and deliver a differentiated, high-impact customer experience through proactive communication and relationship management.
• Lead strategic discussions across budgeting, asset management, capital planning, procurement, and KPI alignment to optimize outcomes.
• Anticipate client needs, identify risks, and ensure timely resolution of issues while maintaining strong trust and transparency.
• Lead and contribute to strategic initiatives across the Enterprise Services business, helping shape offerings, delivery models, and operational excellence practices.
• Evaluate client environments to identify opportunities for growth, optimization, and innovation.
• Directly manage and develop a team of Client Service Managers responsible for overseeing strategic service agreements, including equipment installation, service delivery, and maintenance performance.
• Provide leadership and operational guidance across service execution to ensure high reliability, quality outcomes, and adherence to contractual commitments.
• Leverage experience in equipment servicing environments to support effective decision-making, issue resolution, and continuous improvement in service delivery models.
• Serve as a mentor and coach across the broader engagement team, fostering professional growth, collaboration, and leadership development.
• Build a high-performing, accountable team culture focused on service excellence, customer success, and continuous improvement.
• Oversee the execution of large-scale, complex, multi-year programs and partnerships, ensuring delivery against scope, timeline, financial, and performance commitments.
• Ensure effective governance structures, performance monitoring, and continuous improvement practices are in place.

Qualifications

• Demonstrated leadership experience within a Healthcare System, including direct management of teams in clinical departments, hospital operations, or service lines such as Radiology, Laboratory Services, Cardiovascular, Oncology, or Emergency Medicine.
• Proven experience managing and developing teams, including direct oversight of service-oriented or operational delivery roles.
• Experience in equipment servicing, asset management, or technical service environments within healthcare strongly preferred.
• Minimum of 5+ years of leadership experience in healthcare operations, clinical administration, or healthcare system management.
• Proven success managing large-scale, complex, multi-year programs or projects exceeding $100M in value, from initiation through completion.
• Deep understanding of healthcare system complexity, including operational, regulatory, academic, and research mission requirements.
• Strong knowledge of clinical workflows, asset utilization, staffing models, and capital planning strategies.
• Ability to develop and execute both short- and long-term operational and capital plans, including performance management, compliance oversight, and operational excellence initiatives.
• Excellent communication and executive presence, with the ability to influence diverse stakeholders from frontline teams to executive leadership.
• Strong project and program management capabilities, with the ability to lead multiple priorities in fast-paced, high-acuity environments.
• Current awareness of healthcare industry trends, challenges, and emerging innovations.
• Bachelor’s degree in a medical field, engineering/technology, healthcare/business administration, or related discipline.
• Ability to travel up to 15%.