Services Leader

About Us: Heartstream is building on our 40+ year legacy of growth and innovation in emergency medical technology to continue passionately pursuing our mission of saving lives, lowering the cost of healthcare, and advancing the science of resuscitation while serving the public access AED, EMS, military, and hospital market segments. Heartstream includes leading brands and products like HeartStart AEDs, Intrepid and DFM100 monitor defibrillators, and Corsium and ECI informatics solutions. Your Impact: The Americas Service Leader is accountable for aligning service operations strategy with broader business objectives, driving operational excellence across service delivery. This role oversees financial, operational, and productivity performance, leads programmatic improvement initiatives, and serves as a key decision-maker for service delivery processes. This leader works closely with cross-functional peers, senior stakeholders, and service distributors to define performance frameworks and champion best practices — ensuring North and South America delivers consistent, high-quality service outcomes. Lead global partner management by overseeing partner strategy, selection, onboarding, capability assessments, performance management, SLA compliance, issue resolution, and continuous development to ensure high-performing, strategic partnerships.Develop and execute global service strategy by aligning regional and functional service operations with organizational objectives, driving operational excellence, business growth, and superior customer outcomes.Serve as the organizational subject matter expert for service operations and partner strategy, providing strategic guidance on complex initiatives, representing partner interests internally, and ensuring alignment with business objectives and market needs.Define and govern service performance through the establishment of KPIs, dashboards, analytics, and performance reviews that measure operational effectiveness, identify improvement opportunities, and drive accountability.Leads and executes strategic programs and PMO initiatives aimed at performance improvement, applying data-driven approaches, lean methodologies, and Six Sigma principles.Drives cross-functional collaboration to implement new service processes and technologies, ensuring smooth integration and effective execution of operational changes.Communicate strategic priorities and drive continuous improvement by engaging stakeholders at all levels, evaluating program effectiveness through performance data and partner feedback, and implementing corrective actions that strengthen operational. You'll thrive in the role if: Bachelor's degree in Engineering, Business, Operations Management, Healthcare Technology Management, Life Sciences, or a related field.Minimum of 8 years of progressive leadership experience in field service, technical operations, customer support, or service delivery, including at least 5 years leading regional or multi-site service organizations.Experience managing operational performance through KPIs, dashboards, forecasting, and data-driven decision making.Demonstrated success leading cross-functional initiatives focused on operational excellence, process improvement, and customer satisfaction.Strong financial acumen with experience managing operating budgets, resource planning, productivity, and cost optimization.Experience leading distributed teams and influencing cross-functional stakeholders in a matrixed global organization.Knowledge of Lean, Six Sigma, continuous improvement methodologies, and change management principles.Excellent communication, leadership, and executive presentation skills.This is a remote-based role. If you find this role intriguing and possess several of the required experiences, we welcome your application. You might still be the ideal candidate for this position or other openings at Heartstream. Pay range and compensation package The pay range for this position is $106,875 to $168,000 annually. The actual base pay offered may vary depending on multiple factors including, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, and may be offered. Employees are eligible to participate in our comprehensive Heartstream Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), education reimbursement and much more. At Heartstream, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. Equal Opportunity Statement Heartstream is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.