Vice President, Cardiac Diagnostics (CDx) Services and Customer Experience

About the role: The VP, CDx Services and Customer Experience is the senior leader responsible for Customer Experience, CDx Services Quality and the Cardiac Monitoring Centers, as well as site leadership across Rochester, Houston and the Bay Area. Reporting to the SVP & President, CRMDx, this leader is accountable for safe, compliant, reliable and scalable service delivery. The role establishes an integrated multi-site operating strategy, owns operating budgets and workforce plans, strengthens site leadership and business continuity, and drives continuous improvement in quality, customer experience, productivity and employee engagement.

Key responsibilities: Provide executive leadership for diagnostic service operations and customer experience across Rochester, Houston and the Bay Area, including site strategy, operating rhythm, workforce planning, facilities/site stewardship, employee safety and business continuity. Lead Customer Experience, CDx Services Quality and the Cardiac Monitoring Centers as an integrated service-operations portfolio, with clear accountability for service levels, patient/customer experience, quality, capacity, cost and operational performance. Lead business model transformation by leveraging automation and AI-enabled capabilities to redesign work, improve decision-making and unlock scalable growth; Establish and execute multi-site strategy, annual operating plans, budgets, forecasts, productivity goals, capital/investment priorities and performance metrics aligned to CDx objectives. Drive operational excellence and continuous improvement using data, Lean/VIP principles and disciplined problem solving; standardize scalable processes while preserving appropriate site and customer flexibility. Ensure strong quality-system execution and compliance with applicable company policies, procedures and regulatory requirements; partner closely with Quality, Medical Safety, Regulatory and other functional leaders to protect patient safety and service quality. Build an end-to-end operating model that improves the patient, customer and field experience across enrollment, support, monitoring, clinical service delivery and issue resolution. Own capacity and workforce strategies for high-volume and 24/7 service environments, balancing service, quality, employee experience, productivity and growth requirements. Partner with Marketing, Commercial, R&D, IT/Digital, Finance, HR and other functions to translate business strategy and customer insights into operational priorities and scalable capabilities. Develop organizational capability through talent management, succession planning, leadership development and effective change leadership; foster an inclusive, high-performance culture across sites and teams. Serve as the senior site leader across the three locations, creating alignment, visible leadership and consistent operating expectations while strengthening local engagement and community. Anticipate operational risk, establish appropriate controls and escalation mechanisms, and ensure resilient continuity plans for critical patient- and customer-facing services. Keep Boston Scientific values, patient safety and customer needs at the forefront of decision-making and action.

Required qualifications: Bachelor's degree. Minimum of 10 years of progressive leadership experience across complex operations, service operations, healthcare operations, quality, or related functions. Demonstrated experience leading large, multi-site and/or 24/7 operations with significant people, service, quality and financial accountability. Demonstrated success leading cross-functional teams, strategic planning, organizational change and continuous improvement in a regulated environment. Strong business and financial acumen, including budgeting, forecasting, workforce/capacity planning and investment prioritization. Ability to make consequential decisions, influence executive stakeholders and translate enterprise strategy into measurable operating goals.

Preferred qualifications: Working knowledge of automation, artificial intelligence and emerging digital capabilities, including their application to business model transformation, operational scalability and customer experience. Advanced degree in business, engineering, healthcare administration or a related field. Previous experience in the medical device, diagnostics, healthcare services or other highly regulated industry. Experience leading customer/patient service operations, clinical operations, monitoring centers or other technology-enabled service environments. Working knowledge of FDA-regulated quality systems and relevant compliance frameworks. Lean business/VIP or comparable operational excellence experience. Demonstrated track record of developing talent, strengthening organizational effectiveness and building an inclusive, high-performance culture.