Director of Service Operations

Location: Cheswick, PA

Cardiac Management Solutions

The Cardiac Management Solutions division of ZOLL Medical Corporation develops products to protect and manage cardiac patients, including the LifeVest® wearable cardioverter defibrillator (WCD), the ZOLL cardiac monitor, and associated technologies. Heart disease is the leading cause of death for both men and women in the U.S. At ZOLL, your work will help to ensure cardiac patients get the life-saving therapy they need. To date, the LifeVest WCD has been worn by hundreds of thousands of patients and saved thousands of lives. ZOLL has been Pittsburgh’s Manufacturer of the Year, one of Western PA’s Healthiest Employers, and even one of Pittsburgh’s Coolest Offices. But it’s our unique opportunity to impact people’s lives that makes ZOLL the ideal place to build your career.

Job purpose

Directs the Service organization in Operations. Site leadership and accountable for US service revenue attainment, production management, materials, logistics, distribution, quality & manufacturing engineering and training organizations.

Duties and responsibilities

  • Has leadership accountability for the performance of global Service operations, optimizing service levels, asset utilization, total costs, and business risk.

  • Responsible for the planning, development, and execution of U.S. and International Service operations strategies to meet business objectives.

  • Responsible to hire, train, lead, develop, and mentor employees and to maintain a high-performance organization.

  • Responsible to understand the appropriate legal and regulatory boundaries in the areas of Service operations, and to establish processes and controls to ensure compliance.

  • Responsible to build and improve key business relationships within and outside the organization.

  • Responsible to identify net value improvement opportunities in Service operations and to make continuous improvements.

  • Optimizing, sourcing, managing risk, defining requirements, launching, directing and coordinating the activities of Service centers and personnel engaged in Service operations.  

  • Achieves operational objectives by establishing strategic plans and reviews, preparing and completing action plans, managing employee performance, defining requirements, resolving problems, conducting audits, identifying trends, determining system improvements, and implementing changes.

  • Achieves financial objectives by forecasting requirements, executing to plans, preparing and managing an annual budget, scheduling expenditures, analyzing variances, and driving and executing cost reduction activities.

  • Accomplishes human resource objectives by recruiting, selecting, orienting, training, developing, coaching, and disciplining employees; communicating job expectations, planning, monitoring, appraising, and reviewing job contributions; and planning and reviewing compensation actions.

  • Improves job knowledge by participating in educational opportunities, reading professional publications, and/or participating in professional organizations.

  • Formulates and ensures group compliance to corporate policies and procedures.

  • Monitors and follows applicable laws and regulations.


  • Highly-motivated leader, sets a ‘high-bar’ of achievement for self and organization, actively mentors and develops people toward high-performance, works outside of functional ‘boundaries’ for the betterment of the company, builds trust with people, exhibits managerial courage, overcomes adversity, makes and keeps commitments, keeps stakeholders informed.

  • Leadership, Developing Strategy, Financial Modeling, Budgets, Coaching, Staffing, Project Management, Management Proficiency, Process Improvement, Self-Development, Planning, and Performance Management.

  • Strong track record of delivering results.

  • Degree in Engineering, Business, or Supply Chain; MBA a strong plus.

  • Over 15 years of relevant business experience, including significant strategy development and project management, plus at least 7 years of management/leadership experience with a proven record of achievement.

  • Excellent negotiation, communication, and analysis skills with exceptional attention to detail.

  • Strong ability to develop, justify, and communicate a strategic vision, then execute against a complex plan involving various departments, 3rd parties, and outside agencies.

Working conditions

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is usually quiet.

Physical requirements

  • The physical demands described here 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.

  • While performing the duties of this Job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 25 pounds.

Supervisory responsibility

Directly manages and leads the Service team in Operations. Procurement and Materials Managers. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

AAP/EEO Statement

ZOLL is committed to fostering an inclusive workplace, where unique identities, backgrounds, cultures, perspectives and experiences are respected and valued.

Equal Opportunity Employer – Disability and Veteran

ZOLL now mandates COVID vaccinations subject to legal exemptions.