Operations & Digital Health Leader (Pharma/MedDevices)

ROSALIE SMITH

*******@*******.*** 314-***-**** Lake Saint Louis, MO 63367

Summary Results-driven Leader with a solid foundation in Professional Services, Pharma, Infusion Systems, Medical Device and Healthcare Administration. Expertise encompasses Operations Management, Program/Project Management, specifically within the realm of FDA Medical Devices. EHR/EMR (EPIC, Cerner etc.) system interoperability integration. Skilled at enhancing Operational efficiencies and delivering superior Customer Support solutions, underpinned by strong analytical capabilities in Operations & Information Systems. Focused on advancing organizational success through strategic leadership and operational excellence.

Skills Strategic Growth Management

Client Engagement Strategies

Creative Problem Solving

Program & Project Management

Business Continuity & Crisis Management

JIRA, Confluence, Service Now, SFDC,

Tableau, Wrike, SmartSheets, Google

Suite, MS Suite, MS Project, PowerBI

Quality Management

Organizational Strategy

Business Administration & Operations

Communications strategy

Coaching and counseling

Vendor Management & Relations

Budgeting and financial management

Experience Executive Director & Head of Digital Health Science 06/2021 - 03/2025 Signant Health Blue Bell, PA

Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.

Established strategic direction and goals to accomplish objectives.

Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.

Developed long-range plans for business growth, resulting in increase in annual sales.

Strategized and implemented plans to transform and revitalize operations, capitalizing on emerging industry trends.

Recommended appropriate staffing techniques to meet demands and manage costs.

Recruited, hired, and trained employees on operations and performance expectations.

Created program to promote new managers from within, leading to cohesive leadership structure.

Director, Infusion Systems, Global Professional Services & Business Operations

10/2018 - 06/2021

ICU Medical Chicago, IL

Provide leadership, direction, management and supervision of the Professional Services team and Infusion Systems business operations

Business Operations management including internal and external education, business systems, including the implementation of a cloud based Professional Services Automation

(PSA) System, running on the SFDC platform

Implementation of customer success program including timely (per specific milestones) online surveys and actionable data, creating a closed loop system to address customer issues and feedback

Creation of the Customer Success program, addressing pre-live and post-live clinical and technical customer support, along with ongoing post-live customer experience engagement including a user group, secure online portal and user group meetings

Direct interaction and collaboration with the Field Services team and IT team to assure seamless implementation integration

Created robust weekly and monthly executive, management and operational reports and dashboards

Responsible for new product implementation methodology, including internal and external education, product release notes and limited release implementations in the US and OUS

Supervised the management of the PIRT (Process Improvement Review Team) and provided direction for the creation of the Field Trainer team

Reduction of $1.1 million in the first six months managing the Professional Services team o Achieved an additional $2-million-dollar reduction in cost that year.

Increased employee utilization by 25% following the implementation of the Krow PSA system running on SFDC.

Consolidated and improved project costing and accurate revenue projection as part of the PSA system implementation

Successfully pivoted from on-site implementation and go lives, to remote education and go live support starting with the COVID pandemic.

Led change management efforts to adapt to market shifts and organizational needs.

Analyzed customer feedback data to identify trends in product performance or customer service issues.

National Business Operations & PMO Manager, Global Customer Support, Infusion Systems

02/2016 - 10/2018

Becton Dickinson - Alaris San Diego, CA

Oversee business operations and PMO for implementation methodology tools, training, organizational readiness, and new product rollout for the Alaris Infusion unit.

Establish consistent implementation methodology and approach across all product offerings

Support strategic direction of BD Medication Management System (MMS) and provide leadership to the Professional Services project managers, clinical consultants, pharmacy consultants and implementation team members

Inclusion & Diversity training and initiatives

Manage activities related to Agile and Lean Implementation development; provide insight, direction, and definition of Implementation metrics to validate control, standardization and adherence to agile principals and standardization

Develop, implement, and monitor best practices related to the implementation and support services for infusion products

Ensure robust organization readiness and stable operations for new products and/or version releases

Manage Professional Services technical infrastructure

Develop and manage project / program management processes and tools

Establish strong collaborative relationships at all levels within BD

Maintain strong industry and product knowledge

Sr. Program/Project Manager, Global Customer Support, Infusion Systems 12/2004 - 01/2016 Becton Dickinson - Alaris San Diego, CA

Facilitate implementation of Global Infusion Connectivity products including Device & EMR Interoperability and Viewer Suite products

Manage scope and schedule in coordination with IT delivery teams

Create project planning process, implementation process, documentation, RACI models and baseline timelines for new products

Coordinate and drive execution plans of highly skilled professional matrix multidisciplinary teams internal and external to the organization to ensure a timely and seamless transition to the customer

Maintain high quality and timely delivery of multiple projects concurrently

Maintain current knowledge of industry practices, trends and applications

Ensure project methodology and documentation adheres to Corporate Standards for time tracking and quality reporting to leadership

Establish and maintain best practices and consistent project management policies in line with corporate project management methodologies

Education and

Training

Master of Business Administration: IT Management

Western Governors University Clayton, MO

Master Science: Management & Leadership

Western Governors University Salt Lake City, UT

Bachelor of Science: Interdisciplinary Studies - Business & Information Technology New York Institute of Technology Old Westbury, New York References Available on request.

Certifications PMP - Project Management Professional

PPM (Project Portfolio Management)

PM-LPC - Project Management - Lean Process Certified

ITIL Foundation Certification

Agile Project Management

CSM - Certified Scrum Manager

Certified Product Owner

Six Sigma Lean Black Belt Professional

Six Sigma Green Belt

Six Sigma Champion

Contact this candidate