Vice President, Commercial Service Operations

Probo Medical is a diagnostic imaging sales and service provider that delivers high-quality, affordable healthcare products and services to medical practices around the world. With locations that span across the US, Canada, the UK and parts of Europe, we’ve made it our mission to increase access to healthcare services for patients worldwide. We believe that it starts with reducing healthcare costs and empowering medical professionals to make smarter decisions for their healthcare business. As employees of Probo Medical, we focus on building quality relationships with customers, by empowering our teams to solve problems together and creating long-lasting relationships with our customers. If you have a passion for healthcare and share our common goal to help increase patient access to affordable, high-quality products and services, we encourage you to apply!

We are seeking a dynamic and results-driven Commercial Service Operations leader to join our team. This role will be pivotal in optimizing our commercial service operations, driving commercial success, and ensuring customer satisfaction with our key customers. 

Key Responsibilities:

Commercial & Operational Efficiency: Improve commercial operations to provide consistent processes, enhance efficiency, and reduce costs while still providing speed & quality.

Funnel review processes: design and schedule routine reviews

• Monitor & Publish Metrics for Service: Develop process for collecting and publishing metrics for commercial and delivery teams in service, 

• Establish repositories: develop repositories for contracts and other templates to be used by commercial and delivery teams

• Maintain Pricebooks: Ensure the accuracy and up-to-date status of the Pricebook for all services (Ultrasound, BMD, Diagnostic Imaging) based upon profitability analysis and competitive marketplace. 

• Create & Monitor Incentive Plans for all Service Teams: Work with the key leaders to develop, implement and monitor the incentive & bonus plans for all service teams, commercial and delivery.

• Pivot point between Finance/Accounts Receivable and the Sales Team: Provide a liaison between finance/AR and the CAM team for collections issues within accounts.

· Data Analysis: Utilize data analytics to monitor performance, identify trends, and make informed decisions to improve service offerings and commercial outcomes.

• Win/Loss Analysis: Analyze reasons why we are winning or losing in certain markets and work with key leaders to develop a ‘go forward’ plan to fix. 

• Price Increases: Lead coordination efforts for cross functional execution of price increases (CPI, annual price book updates, etc)

· Customer Relationship Management: Foster and maintain strong relationships with key clients, stakeholders, and healthcare providers to ensure customer satisfaction and loyalty.

· Influential Team Leadership: Directly or indirectly, this role must lead, mentor, and develop high-performing teams, promoting a culture of excellence, collaboration, and continuous improvement.

· Innovation: Identify opportunities for innovation and improvements in service growth, leveraging technology and best practices to stay ahead of industry trends.

· Lead/Support Process Development for new products: Participate in preparations for future products and related contracts developing consistent and simplified support processes

· Lean leader approach: create a culture of eliminating process waste and assist in developing applications that are cost effective and simple to use.

· Compliance: Ensure compliance with healthcare regulations, industry standards, and company policies to maintain integrity and trust in our services.

· Observes and promote Company standards and policies on safety, quality and productivity.

Primary job responsibilities are those which an employee must be able to perform with or without accommodation. The list of requirements, duties and responsibilities is not exhaustive but is the most accurate list for the current job. Probo Medical reserves the right to revise the job description as well as require that other duties be performed as needed.

· Education: Bachelor’s degree in Business Administration, Healthcare Management, or a related field; advanced degree preferred.

· Experience: Minimum of 10 years of experience in service and/or commercial operations, preferably within the healthcare industry.

· Skills: Strong analytical, strategic thinking, and problem-solving skills. Excellent communication, negotiation, and interpersonal skills.

· Leadership: Proven experience in leading and managing teams, directly & indirectly, with a track record of driving performance and achieving business objectives.

· Knowledge: In-depth understanding of healthcare regulations, industry trends, and market dynamics. Lean leader demonstrating applicable experience and outcomes. Bonus: Understanding of the Diagnostic Imaging & Ultrasound equipment space, including equipment needs & competitive dynamics.

· Ability to understand needs of customer and marketplace.

· Demonstrated ability to influence and drive change through effective communication with our customers and internal employees.

· Proven ability to drive process improvement while working under pressure.

· Proven experience meeting deadlines and customer commitments.

Exceptional proficiency in Microsoft Office Suite products (i.e. Word, Outlook, Excel