Job Summary

The Director of Applications provides strategic leadership and oversight for the delivery and execution of clinical application services across the assigned business unit. This role is accountable for ensuring a seamless customer experience throughout the deployment, implementation, and long-term support of in vitro diagnostic (IVD) instruments and assays within clinical environments. The manager leads initiatives focused on customer satisfaction, retention, and operational excellence, including instrument installation, clinical acceptance, go-live support, and ongoing technical and clinical assistance. Additionally, this role partners cross-functionally to drive revenue growth in instruments, parts and consumables, while optimizing operational efficiency and managing key performance targets. This role will lead the Clinical Applications Managers within their assigned Business Unit.

Key Accountabilities

Customer Lifecycle & Satisfaction Ownership

• Own the full customer experience from deployment through renewal, ensuring alignment with clinical, operational, and strategic goals.

Strategic Leadership & Technical Expertise

• Maintain a deep understanding of IVD instrumentation and use cases; workflows, and clinical utility to guide team decisions and support complex implementations.

People Leadership & Talent Development

• Lead and develop a team of people manager professionals, creating a high-performance, customer-centric culture.

Forecasting & Resource Planning

• Collaborate with Finance, Sales, and Operations to forecast installation and go-live volumes, as well as long-term resourcing needs.

Retention, Value Realization & Expansion

• Develop and lead campaigns and initiatives in collaboration with Sales and Marketing that support customer base expansion through menu growth and diagnostic offering expansion.

Operational Excellence & Quality

• Achieves the organization's established financial, operational, and customer satisfaction objectives.
• Define and monitor Key Performance Indictors (KPIs) such as time to go-live, financial growth and customer satisfaction.
• Develops and maintains applicable business and regulatory policies/procedures/work instructions; and ensures organizational compliance with all Quality, Regulatory, Service & Support policies, procedures, work instructions, and records, ensuring all records are compliant, complete, and accurate.
• Performs other duties and responsibilities as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Networking/Key relationships

• Partner closely with Marketing, Sales, Customer Service, Technical Support Group, and Field Service to ensure consistent, scalable, and customer-focused service delivery.
• Contribute to National initiatives and knowledge-sharing efforts that promote standardization, best practices, and business growth.

Minimum Knowledge & Experience for the position:

Education:

• Bachelor’s degree in a science or allied health discipline required

• Advanced degree preferred

• 8 years of experience in clinical applications management or implementation working in or closely with clinical environments.
• 5 years in a people leadership role managing other people leaders & multi-site teams.

Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Skills & Capabilities:

• Proven leadership experience in clinical or laboratory instrument implementation, ideally within the IVD or broader medical device sector.
• A track record of driving customer satisfaction, long-term retention, and contract expansion.
• 6+ years managing people leaders and high-performing teams.
• Experience in strategic cross-functional initiatives, including product/menu expansion or customer growth campaigns.
• Strong business acumen, with experience in forecasting, planning, and operations in collaboration with Finance and Commercial teams.
• Deep understanding of diagnostic workflows, lab operations, and regulatory environments.
• Outstanding communication, leadership, and change management skills.

Travel requirements:

Willingness to travel up to 30%.