Director, Customer Systems & Innovation

Overview

Find a Better Way...

 

...to use your skills and experience.

This is the time to let your talent come to life. To maximize your knowledge and use it for the greater good. To work with the best professionals using state-of-the-art technology, and improve lives with your innovative ideas and ambitious dreams. Find a better way: the Sysmex Way.

 

...to improve the lives of others.

Headquartered in Kobe, Japan, Sysmex is located in Lincolnshire, Illinois. Renowned worldwide for the very finest in quality, innovative diagnostic equipment and information-management systems, we apply science to enhance the quality of life on a global scale. Our agile, resourceful team is committed to realizing critical breakthroughs in laboratory diagnostics, information technology, workflow analysis and life sciences for the clinical laboratory.

 

...to build a promising future. 

Responsibilities

We currently have a great opportunity available for an Customer Systems & Innovation Director. The Director of Customer Systems and Innovation will oversee the strategy, development, and enhancement of customer-facing platforms, advancing digital transformation through AI, automation, and modern data architecture. This role will manage solution delivery, platform modernization, and innovation in customer experience, while promoting cross-functional collaboration related to cybersecurity, application design/architecture, development, RA/QA compliance, and commercial release processes.

 

Essential Duties and Responsibilities:

 1. Lead the design and evolution of customer-facing digital platforms, including portals, applications, and service platforms.2. Oversee data structure and architecture to ensure robust integration across enterprise systems, enabling scalable, secure, and compliant data exchange.3. Define and drive the organization’s AI and automation strategy for customer engagement, incorporating machine learning, and intelligent automation into digital workflows.4. Drive the modernization of legacy systems, leading cloud migrations, API integrations, and platform rationalization efforts.5. Partner with business stakeholders to align platform capabilities with customer and market needs.6. Ensure that QA processes and methodology are followed and meet QA documentation requirements.7. Define KPIs and metrics to measure customer experience outcomes, platform performance, and digital ROI.8. Monitor emerging technologies and trends (including AI, LLMs, predictive analytics, and digital twins) and assess their potential impact on customer systems and strategies.9. Establish governance processes for data quality and compliance. 10. Other duties and special projects as assigned  Travel Percentage: 10% Location: Onsite Lincolnshire, IL Salary range: $139K - $218K

Physical Demands: Light physical effort.  Routine handling of objects up to 20 pounds; prolonged (at least 50% of time) sitting, standing, keyboard or CRT work.  May require periods of moderate discomfort due to noise, dust, lighting and/or other conditions.

Qualifications

• Bachelor's degree or 12-15 years of IT experience required, including experience in the Armed Forces; specialization in a technology-related field preferred.
• Must have 10+ years of IT work experience in application and/or infrastructure implementations.
• Must have 8+ years of direct leadership experience in managing and/or directing IT projects or implementations.
• AWS or other cloud & AI certifications a plus
• English
• Software languages & Systems, experience in Java, .net, VB, SQL, HTML applications, Microsoft technologies, and AWS Cloud Services
• Experience developing strategic initiatives that align with business goals and budget.
• Strategic Thinking – Strong ability to align technical roadmaps with organizational goals, balancing long-term vision with short-term delivery.
• Knowledge of enterprise integration patterns and modern data architecture (e.g., Lakehouse, event-driven models).
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
• Experience Data Architecture and Governance.
• Experience providing customer service to internal and external customers, including meeting quality standards for services and evaluating customer satisfaction.
• Security and Compliance Awareness – Knowledge of data privacy, cybersecurity principles, and regulatory considerations (e.g., HIPAA, GxP, ISO 13485).
• Excellent organizational skills and proven ability to execute on deliverables.
• Experience with SDLC methodologies.
• Experience in Agile Developmen