Acelity Careers

Director, Operations Excellence- Field Service

San Antonio, United States of America
Strategy and Planning

Job Description

Leads centralized team of project managers responsible for driving implementation of Field Service continuous improvement initiatives while ensuring maximum project return, desired outcomes and expanding the continuous improvement culture. This position interacts cross-functionally, creating alignment to streamline processes for customer success.   Additionally, this role is responsible for partnership engagements to drive operational success with customers.  The individual in this role leads the effort on driving transformative service model dynamics to capture market opportunities.  The responsibilities of this role also include the support of key global operations initiatives and expansion

  • Service Model Transformation

    Analyze customer needs, current state capabilities, environment and organizational goals to identify new opportunities for Service model leverage

    Partner cross-functionally to develop opportunity assessments and activities

    Develop & deploy model evaluation mechanisms for market testing

    Evaluate results & recommendations for next actions

    Creates and drives implementation of transformative models

  • Service & Logistics Project Management

    Partner with peers and Field operations to identify continuous improvement initiatives that drive customer service improvements, operational alignment and cost savings for Service functions

    Lead categorization and ranking of opportunities to focus company efforts on those that best align to overall company goals

    Define project scope, develop and manage cross-functional teams to implement and deliver expected results

    Measure pre / post results and evaluate against initial expectations

    Utilize Lean / Six Sigma /TQM / PMP toolkit for problem solving, project management and outcomes delivery

    Analyze current business issues, while possessing a strong ability to present findings to KCI management and suggest action plans based on analysis

  • Partnership Operations Integration

    Engage with 3rd party partners to drive collaborative improvements in transactions and Service Quality for our customers

    Seeks, identifies, and gains alignment on internal and external courses of action to drive operational changes

    Ensures communication and commitment of 3rd parties to execute product and process changes as required.

    Coordinates internally to ensure actions necessary for 3rd party success are identified and supported

    Engages with Strategic Distribution to ensure partnership business needs are met

  • Expanding the Continuous Improvement Culture

    Develops and delivers continuous improvement education for leadership and key Field resources

    Engages with and guides project approach and execution for projects in Field Service

    Encourages employee growth and development in continuous improvement activities

  • General

    Provides guidance and support for the application of corporate operational and strategic projects

    Provides periodic business reviews to the Service leadership

    Participates in any and all reasonable work activities deemed appropriate and assigned by management



  • Bachelors Degree in Business Administration, Logistics, Operations Management or other related field
  • 5 years of logistics, service, or operations experience
  • 7-10 years of Operations-related management experience


  • Superior project management, planning and organizational skills
  • Demonstrated leadership abilities
  • Ability to motivate, coach, train and influence both direct and indirect reporting teams to attain required results
  • Capable of strategic thinking with strong quantitative and qualitative analytical abilities with creative problem solving skill set
  • Excellent analytical business and financial skills including extensive process management skills
  • Ability to simultaneously organize and prioritize multiple projects and initiatives
  • Ability to deal effectively with all employees and external business contacts, while conveying a positive, service-oriented attitude
  • Proficient level of computer skills with systems such as Microsoft operating systems
  • Demonstrated skills in written and oral communication, including higher level corporate presentations and group facilitation
  • Must present a positive image of KCI through adherence of Company policy, maintaining confidentiality and discretion in business dealings
  • Must be willing to travel as required
  • Strong knowledge of government and legal regulation at the state and federal level


  • MBA from a recognized business program
  • Six Sigma certification
  • Lean certification / experience
  • Familiarization with medical device products a plus
  • Experience with multi-site management


This position reports to the Regional Vice President, North America Field Service

The information listed above is not a comprehensive list of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. Any physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EOE AA M/F/Vet/Disability: Acelity L.P. Inc. and its subsidiaries are an equal opportunity and affirmative action employer and give consideration for employment to qualified applicants without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, veteran status, or genetic information or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please click here: VEVRAA Federal Contractor