Job Description Summary

The Senior Director of Professional Services Clinical Services is responsible for leading the clinical consultants, specialists, and trainers for Solutions for Enterprise Imaging in the United States and Canada. The Clinical Services team provides leadership and expertise from pre-sale project planning through successful implementation of agreed to scope of work for enterprise imaging digital solutions, clinical optimization consulting, and training services. The Senior Director role is a customer facing leadership role directly responsible for managing the service delivery model, the team of customer facing clinical experts in workflow and GE HealthCare enterprise imaging digital solutions, and responsible for the successful completion of projects and clinical adoption of our solutions.

GE HealthCare is a leading global medical technology and digital solutions innovator. Our purpose is to create a world where healthcare has no limits. Unlock your ambition, turn ideas into world-changing realities, and join an organization where every voice makes a difference, and every difference builds a healthier world.

Job Description

Roles and Responsibilities:

• People leader for a team of customer facing professional services clinical consulting specialists and trainers for radiology, cardiology, and more in the future.  Develops and supports team members to excel in their role.
• Customer facing executive engagement as part of project governance to ensure project and customer success.
• Oversees clinical resource scheduling and customer clinical adoption and training for all professional services projects in their portfolio.
• Oversees clinical professional services processes and achievement of KPIs, including methodology and process development, resources onboarding and certification, quoting rules, SOW standard language, project labor on budget vs sold, resource utilization (billability), project deliverables on time, customer satisfaction and customer adoption.  
• Oversees project delivery that drives customer adoption and measurable outcomes for our customers. 
• Oversees contribution on project budgets and direct cost center budget.
• Partners with cross-functional leadership to identify gaps and improve processes and business results.
• Collaborates with Professional Services, Technical Support, Product, Organization Readiness, Commercial Sales and Marketing teams to develop and/or improve strategies, policies, and processes for product deployment; supports and promotes the use of new delivery methodologies and best practices.
• Communicates effectively with internal and external stakeholders, providing regular updates on commercial and Implementation priorities, challenges, and outcomes; fosters strong relationships with key stakeholders to ensure alignment.
• Partners with internal stakeholders and professional services teams to optimize operational processes and systems, ensuring buy-in and adoption of best practices and standard toolsets.
• Prepares related content for operating / business reviews and staffing meetings and functions, such as KPIs trends and project updates.  Participates in and presents progress against goals and mitigations to internal audiences.
• Lead special projects/programs cross functionally as needed to support continuous improvements in tools, quality, and business KPI results.  Lead operations with a lean methodology to improve productivity and results.
• Use judgment to make decisions or solve moderately complex tasks or problems in areas of operational and services deliver.  Take new perspective on existing solutions. Use technical experience and expertise for data analysis to support recommendations. Uses multiple internal and limited external sources outside of own function to arrive at decisions.

Required Qualifications:

• Bachelor’s degree with equivalent industry experience in a related role
• 3 years of radiology and cardiology enterprise imaging domain knowledge and experience leading a professional services clinical consulting and training team.
• 5 years of professional services cardiology and radiology IT clinical consulting experience in implementations, consulting and training services.
• Ability to lead healthcare enterprise solution planning and execution of customer clinical projects.  
• Executive communication/presentation style and proven track record in successfully managing customer projects and escalations, assisting teams in solving complex problems and ensuring senior leadership is made aware of challenges. 
• Ability to effectively lead across a matrixed organization structure.
• Experience