Senior Director, Customer Support

Req ID: 10822

Working Location: Pennsylvania, Center Valley

Workplace Flexibility: Hybrid

For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. 

Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives.

Our five Core Values empower us to achieve Our Purpose:

Patient Focus, Integrity, Innovation, Impact and Empathy.

Learn more about Life at Olympus: https://www.olympusamerica.com/careers.

Job Description

This role is accountable for defining and leading the Customer Support strategy and execution across a complex, multi-country region, serving as a key member of the Regional Medical Service leadership team.

This role owns the end-to-end Customer Support domain, including service commitments, service level agreements (SLAs), and the request-to-resolution lifecycle, ensuring delivery of a consistent, high-quality, and compliant customer experience on a scale.

The role drives operational excellence, financial performance, and customer outcomes by translating regional business strategy into Customer Support priorities, governance, and execution models. This leader ensures alignment with broader Medical Service objectives while enabling sustainable growth, customer retention, and long-term profitability.

Job Duties

Defines and leads the regional Customer Support strategy, ensuring full alignment with Medical Service business priorities and long-term growth objectives.
Serves as a key member of the Regional Medical Service leadership team and strategic advisor to the Regional Business Leader, influencing service direction, customer experience, and operational investments.
Owns end-to-end accountability for Customer Support service commitments, including SLA performance, uptime delivery, and the request-to-resolution lifecycle across the region.
Drives operational and financial performance of a large-scale, multi-country Customer Support organization, including budget oversight, cost optimization, and resource allocation.
Leads a multi-layered organization (leaders of leaders), build leadership capability, strengthening succession pipelines, and fostering a high-performance, accountability-driven culture.
Establishes and enforces governance frameworks, KPIs, and standardized processes to ensure consistency, compliance, and performance transparency across all countries.
Partners cross-functionally with Field Service, Repair Operations, Uptime Management, IT, and Quality & Regulatory Affairs to deliver a seamless end-to-end customer experience.
Translates customer insights, service data, and regional market trends into strategic initiatives, continuous improvement programs, and innovation opportunities.
Identifies and mitigates operational risks while ensuring adherence to regulatory, quality, and compliance requirements in a highly complex service environment.
Driving customer satisfaction, retention, and profitable service growth, positioning Customer Support as a critical enabler of regional business performance.
Performs other duties as assigned.

Job Qualifications

Required:

Bachelor’s degree in business, Engineering, Healthcare Management, or a related field required.
Minimum of 12 years of progressive leadership experience in customer support, service operations, or a related function, including significant experience leading multi-country, complex organizations.
Demonstrated experience in leading leaders, managing large-scale operations, and driving strategic initiatives.
Strong background in SLA-driven service environments, customer experience management, and operational excellence.
Strategic Leadership: Ability to define and execute regional strategies that align with business objectives and drive long-term growth.
Operational Excellence: Deep expertise in managing large-scale, SLA-driven service operations with a focus on performance, quality, and continuous improvement.
Financial Acumen: Strong capability in budget management, cost optimization, and linking operational performance to financial outcomes.
Leadership of Leaders: Proven ability to lead multi-layered, geographically dispersed teams and build high-performing leadership pipelines.
Stakeholder Influence: Exceptional ability to influence and align senior stakeholders across a complex, matrixed organization.
Customer Experience Focus: Strong customer-centric mindset with the ability to translate insights into improved service delivery and satisfaction.
Analytical & Data-Driven Decision Making: Ability to leverage data, metrics, and insights to drive decisions, identify trends, and improve performance.
Change & Transformation Leadership: Experience leading organizational change, service transformation, and capability development initiatives.
Communication Skills: Executive-level communication skills, with the ability to clearly articulate strategy, performance, and priorities across diverse audiences.
Regulatory & Compliance Awareness: Understanding of operating within regulated environments, ensuring adherence to quality and compliance standards.
Travel: Must be able to travel as required to support business needs.

Preferred:

Advanced degrees (MBA, Master’s, or equivalent) strongly preferred.
Experience operating in a highly regulated industry (e.g., healthcare, medical devices, or similar) preferred.

Why join Olympus?

We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture.

Equitable Offerings you can count on:

Competitive salaries, annual bonus and 401(k)* with company match
Comprehensive medical, dental, vision coverage effective on start date
24/7 Employee Assistance Program
Free live and on-demand Wellbeing Programs
Generous Paid Vacation and Sick Time
Paid Parental Leave and Adoption Assistance*
12 Paid Holidays
On-Site Child Daycare, Café, Fitness Center**

Connected Culture you can embrace:

Work-life integrated culture that supports an employee centric mindset
Offers onsite, hybrid and field work environments
Paid volunteering and charitable donation/match programs
Employee Resource Groups
Dedicated Training Resources and Learning & Development Programs
Paid Educational Assistance

*US Only

**Center Valley, PA and Westborough, MA

Are you ready to be a part of our team?

Learn more about our benefits and incentives: https://www.olympusamerica.com/careers/benefits-perks.

At Olympus, we are committed to Our Purpose of making people’s lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states.

For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world.

Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.

You Belong at Olympus

We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply.

Applicants Requesting Accommodations: Olympus is committed to the full inclusion of all qualified individuals. As part of this commitment, Olympus will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact OCAAccommodations@olympus.com. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787).

Let’s realize your potential, together.

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Posting Notes: || United States (US) || Pennsylvania (US-PA) || Center Valley || Commercial Operations

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