OCA Senior Director, Customer Support

Working Location: Pennsylvania, Center Valley; Nationwide Workplace Flexibility: Remote

About the role

For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives. Our five Core Values empower us to achieve Our Purpose: Patient Focus, Integrity, Innovation, Impact and Empathy.

This role is accountable for defining and leading the Customer Support strategy and execution across a complex, multi-country region, serving as a key member of the Regional Medical Service leadership team. This role owns the end-to-end Customer Support domain, including service commitments, service level agreements (SLAs), and the request-to-resolution lifecycle, ensuring delivery of a consistent, high-quality, and compliant customer experience on a scale. The role drives operational excellence, financial performance, and customer outcomes by translating regional business strategy into Customer Support priorities, governance, and execution models. This leader ensures alignment with broader Medical Service objectives while enabling sustainable growth, customer retention, and long-term profitability.

Responsibilities

• Defines and leads the regional Customer Support strategy, ensuring full alignment with Medical Service business priorities and long-term growth objectives.
• Serves as a key member of the Regional Medical Service leadership team and strategic advisor to the Regional Business Leader, influencing service direction, customer experience, and operational investments.
• Owns end-to-end accountability for Customer Support service commitments, including SLA performance, uptime delivery, and the request-to-resolution lifecycle across the region.
• Drives operational and financial performance of a large-scale, multi-country Customer Support organization, including budget oversight, cost optimization, and resource allocation.
• Leads a multi-layered organization (leaders of leaders), builds leadership capability, strengthens succession pipelines, and fosters a high-performance, accountability-driven culture.
• Establishes and enforces governance frameworks, KPIs, and standardized processes to ensure consistency, compliance, and performance transparency across all countries.
• Partners cross-functionally with Field Service, Repair Operations, Uptime Management, IT, and Quality & Regulatory Affairs to deliver a seamless end-to-end customer experience.
• Translates customer insights, service data, and regional market trends into strategic initiatives, continuous improvement programs, and innovation opportunities.
• Identifies and mitigates operational risks while ensuring adherence to regulatory, quality, and compliance requirements in a highly complex service environment.
• Drives customer satisfaction, retention, and profitable service growth, positioning Customer Support as a critical enabler of regional business performance.
• Performs other duties as assigned.

Requirements

• Bachelor’s degree in business, Engineering, Healthcare Management, or a related field required.
• Minimum of 12 years of progressive leadership experience in customer support, service operations, or a related function, including significant experience leading multi-country, complex organizations.
• Demonstrated experience in leading leaders, managing large-scale operations, and driving strategic initiatives.
• Strong background in SLA-driven service environments, customer experience management, and operational excellence.

Skills

• Strategic Leadership: Ability to define and execute regional strategies that align with business objectives and drive long-term growth.
• Operational Excellence: Deep expertise in managing large-scale, SLA-driven service operations with a focus on performance, quality, and continuous improvement.
• Financial Acumen: Strong capability in budget management, cost optimization, and linking operational performance to financial outcomes.
• Leadership of Leaders: Proven ability to lead multi-layered, geographically dispersed teams and build high-performing leadership pipelines.
• Stakeholder Influence: Exceptional ability to influence and align senior stakeholders across a complex, matrixed organization.
• Customer Experience Focus: Strong customer-centric mindset with the ability to translate insights into improved service delivery and satisfaction.
• Analytical & Data-Driven Decision Making: Ability to leverage data, metrics, and insights to drive decisions, identify trends, and improve performance.
• Change & Transformation Leadership: Experience leading organizational change, service transformation, and capability development initiatives.
• Communication Skills: Executive-level communication skills, with the ability to clearly articulate strategy, performance, and priorities across diverse audiences.
• Regulatory & Compliance Awareness: Understanding of operating within regulated environments, ensuring adherence to quality and compliance standards.
• Travel: Must be able to travel as required to support business needs.

Preferred Qualifications

• Advanced degrees (MBA, Master’s, or equivalent) strongly preferred.
• Experience operating in a highly regulated industry (e.g., healthcare, medical devices, or similar) preferred.

Benefits

We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture.

• Competitive salaries, annual bonus and 401(k)* with company match
• Comprehensive medical, dental, vision coverage effective on start date
• 24/7 Employee Assistance Program
• Free live and on-demand Wellbeing Programs
• Generous Paid Vacation and Sick Time
• Paid Parental Leave and Adoption Assistance*
• 12 Paid Holidays
• On-Site Child Daycare, Café, Fitness Center**

*US Only
**Center Valley, PA and Westborough, MA