Director, Operations

Job Description

Job Description

Description:

About the Company:

MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners.

Our Mission: Delivering leading-edge technology to restore hearing and empower connection.

About the Role:

We are looking for a Director, Operations at MED-EL. This role sits at the intersection of inventory strategy, customer experience, and operational excellence. We’re looking for a leader who can translate demand signals into smart inventory decisions, strengthen the connection between Operations, Customer Service, and Sales, and build systems that support accuracy, visibility, and scale. From forecasting and S&OP alignment to backorder management, ERP optimization, and team leadership, this position ensures products move through the organization efficiently while protecting the experience of clinics and patients. If you’re energized by data, process improvement, cross-functional collaboration, and building high-performing teams, this role offers the opportunity to shape how operations support the business today and into the future.

Primary Responsibilities:

Inventory Optimization:

• Lead demand planning and forecasting using predictive analytics, trend modeling, and collaboration with Sales and HQ Supply Chain.
• Optimize safety stock and replenishment strategies to reduce stockouts while controlling inventory carrying costs.
• Establish a Sales and Operations Planning rhythm to align inventory plans with commercial forecasts and product lifecycle changes.

Customer Experience Integration:

• Ensure seamless handoffs to Customer Service and Field Sales.
• Implement automated order status notification updates for clinics and patients.
• Implement proactive delay and backorder notification workflows for clinics and patients.
• Build a structured backorder management process that protects brand reputation and ensures transparency.

Communication & Leadership:

• Develop actionable shortage-mitigation plans, supply risk dashboards, and clear escalation paths.
• Serve as the key US operational liaison with HQ Austria, aligning supply strategies to market needs.
• Represent Operations in all product launch teams, ensuring supply readiness. compliant introduction into the US market, and ease of order, warranty and returns processing for frontline customer service team.

Systems & Digital Operations:

• Partner with HQ, Finance, and Information Systems to optimize ERP workflows related to order processing, item creation/maintenance, inventory reconciliation, and reporting.
• Evaluate and implement scalable tools for forecasting, inventory health, warehouse management, and operational analytics.
• Drive data integrity and governance across operational systems.

Team Development and Accountability:

• Lead, mentor, and develop the Product Control and Order Fulfillment Teams.
• Set clear expectations, conduct regular check-ins, and hold team members accountable through standardized scorecards.
• Create a culture of service excellence, compliance, and continuous improvement.

Performance Management:

• Define and track KPIs for service levels, fulfillment accuracy and timeliness, inventory turns, cycle time, and error rates.
• Build dashboards to monitor operational effectiveness and adjust targets as maturity improves.
• Delivery monthly and quarterly business reviews to executive leadership.

Position Qualifications:

• Bachelor’s degree in Operations, Supply Chain, or related field (MBA preferred).
• 10 years of operations experience, prior progressive experience within medical devices, pharma, or similar regulated industry with at least 3 of those years being in leadership.
• Proven experience in inventory optimization, demand planning, and process improvement.
• Strong analytical skills with ability to implement data-driven solutions.
• Excellent communication and stakeholder management skills, including global coordination.
• Experience in facilitating training
• Located near, or willing to relocate near, Durham, NC

What We Offer:

We know that benefits are important to you, and we offer a robust benefits package including:

• Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service.
• 401k Match
• Health Savings Account
• Short term and long-term disability paid by the company.
• Company paid life insurance with an option to purchase additional coverage.
• FSA Dependent Care
• Pet Insurance
• Critical Illness
• Accident Insurance
• PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
• Employee Assistance Program

MED-EL Corporation is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.