As a Digital Customer Solutions Manager, you will oversee global support operations for patient-specific planning and instrumentation software, ensuring timely, compliant, and high-quality service delivery. This role combines strategic leadership, operational excellence, and digital innovation to transform customer support through AI-driven tools and automation. 

What You Will Do 

• Define and lead global support strategies aligned with customer needs, business goals, and regulatory requirements. 
• Oversee daily operations for a multi-tier global support team, ensuring timely resolution of software inquiries and coordination of PSI lifecycle milestones. 
• Implement AI-powered tools, automation workflows, and self-service capabilities to optimize scalability and efficiency. 
• Manage CRM and support platforms (e.g., Salesforce, JIRA, Freshdesk) and improve workflows through analytics and automation.
• Ensure compliance with medical device regulations (FDA, ISO 13485) and data privacy standards (HIPAA, GDPR). 
• Collaborate with engineering, manufacturing, regulatory, and commercial teams to drive operational readiness and process improvements. 
• Recruit, develop, and lead a diverse global team, setting clear goals and fostering a culture of accountability and continuous improvement. 
• Develop and manage budgets for support operations, tools, and headcount, reporting ROI on automation and AI initiatives. 

What You Will Need 

Required Qualifications 

• Bachelor’s degree in Engineering, Computer Science, or related field. 
• Minimum 8 years of experience in customer or technical support. 
• Experience managing global support operations and coordinating logistics in regulated environments. 
• Proven ability to lead automation and AI integration projects in customer-facing operations. 
• Familiarity with CRM and support platforms such as Salesforce, JIRA, and Freshdesk. 

Preferred Qualifications 

• Master’s degree in Engineering or MBA. 
• Certifications such as ITIL or Lean Six Sigma. 
• Experience in a technical leadership role within medical device or healthcare software. 
• Experience with Power Platform, Microsoft Copilot, ServiceNow, and BI tools (e.g., Power BI). 
• Basic understanding of API integrations and digital transformation strategies. 

$100,500.00 - $215,300.00 salary plus bonus eligible + benefits. Individual pay is based on skills, experience, and other relevant factors.

Posted On: December 15, 2025