Sr Dir, Business Services Center

Leads the strategy and operations of our Costa Rica Business Service Center (BSC), ensuring the delivery of high-quality, customer-centric services, to optimize Edwards' innovation strategy, employee engagement and patient focused culture.

**How you'll make an impact**:

- Local leadership and business support:

- Develop and directs the strategy for the BSC in alignment with Edwards’ culture, goals, and objectives in partnership with functional leaders.
- Responsible to develop and drive the BSC governance model to foster cooperation and partnership with the leaders of business functions operating in the BSC.
- Act as the champion of Edwards’ credo and values and safeguard our company’s local image and brand. Foster a culture of innovation, collaboration, accountability, and continuous development within the business services organization.
- Lead and implement communications and engagement initiatives aligned with corporate standards and in cooperation with Edwards’ BSCs.
- Manage the budget and financial performance of the site, ensuring cost-effectiveness
- Partner with senior management to provide change leadership, onboarding assistance, and ways of working in support of transitioning team members into business service center operations.
- Interacts with all Edwards’ regional business service center leaders to support standardized operations, continuous improvement, a consistent culture, and leveraging best practices.
- External Focus:

- Develop and directs a strategy to represent EW as a BSC in the region and build strong relationships with related professional organizations and community groups (local associations, colleges, technical schools, etc.). Leverages industry trends, emerging technologies, and best practices to drive innovation and maintain a competitive edge, especially as it relates to effective and efficient business service center operations.
- Facilities responsibilities:

- Controls the day-to-day operations of the facility and related projects, in partnership with the corporate facilities organization, construction/project management staff and corporate contacts to leverage expertise in alignment with global policies.
- Directs office administration staff
- EHS Responsibilities:

- Directs and controls Edwards EHS Standards at site, in partnership with global team.
- Ensure regional performance against key EHS metrics on energy/waste/water footprint, including injury and illness rates, and other leading indicators.
- Ensure successful implementation of Carbon Reduction Strategy and other strategic EHS activities at site.
- Business Continuity responsibilities
- Makes final decisions for business continuity needs for site, including serving as key site point of contact for senior leadership and/or regional leadership teams for response to events during a crisis.
- Directs and guides all functions at site to react effectively to business disruption caused by unforeseen circumstances (e.g., business interruptions, cyber risk exposure, disasters, pandemic).
- Other incidental duties.

**What you'll need (required)**:
Bachelor's Degree in Business, Finance, Management, or related field with related experience in service center / shared service, customer service, global operations, contact center operations, required. Demonstrated track record in people management, required. Master's Degree or equivalent in related field. Experience working in a regulated industry, preferred. Certification in related field (e.g., MCR, PMP), preferred.

**What else we look for**:

- Strong understanding of shared services models, leading practices, processes, and technologies, with the ability to leverage them as appropriate to drive business value.
- Excellent leadership, communication, and interpersonal skills, with the ability to influence and inspire teams at all levels of the organization.
- Experience working in a global, matrixed organization, with the ability to navigate complex cross-functional stakeholder relationships and competing priorities.
- Proven ability to build and maintain strong relationships with internal and external stakeholders.
- Strong analytical and problem-solving skills, with the ability to leverage data and insights to make informed business decisions.