We are seeking an experienced Product Portfolio Manager to lead Customer Service portfolio strategy and execution for our solutions across global markets.
You will own the product lifecycle end-to-end??definition, market entry, growth, and phase-out??while driving pricing/tiering, roadmap, and validation in regulated environments. This role partners closely with Customer Service Experts/Product Managers, R&D, Quality/Regulatory, Service, SHS Business rep etc., and leverages Automation & AI, data and install-base analytics, connectivity, and service platforms to improve customer outcomes and portfolio performance.
Key responsibilities:
- ? CS Portfolio strategy and lifecycle
- ?? Own product definition, market entry, growth, and phase-out across regions.
- ?? Lead roadmap planning grounded in inbound market analysis, competitive intelligence, and sales/take rate insights.
- ?? Build business cases, scope projects, prioritize requirements, and guide concept-to-release execution to meet revenue, margin, and adoption goals.
- ? Customer service analytics and install-base insights
- ?? Translate service and install-base insights into roadmap, pricing/tiering, and upgrade strategies; create executive and customer dashboards.
- ? Connectivity, platforms, and remote service
- ?? Define roadmap for secure remote connectivity, diagnostics, patching, and telemetry in compliant environments.
- ?? Partner with IT/biomed to integrate with hospital ecosystems (Healthcare IT ) and ensure PHI-safe telemetry and auditability.
- ?? Shape our service tech stack: CRM/SCM, knowledge base, remote service console, customer portals; align with data platform (data lake/warehouse, BI).
- ? Market/Cross Business and customer Service engagement
- ?? Lead portfolio engagements, advisory boards, product workshops, and customer use testing;
- ?? Enable service excellence through digital, AI powered insights and automation, by leveraging Data & AI to boost availability, enable digital services, and improve customers?? experience
- ? Compliance, quality, and delivery
- ?? Operate within MDR/NMPA and relevant regulations; support risk analysis, change control ITIL bound, and post market surveillance.
- ?? Plan and orchestrate validation, rollouts, and global knowledge transfer for markets, and key experts/users.
- ?? Support sustaining, install-base management, and complaint/CAPA processes.
- ? Pricing, configuration, and growth
- ?? Support configuration strategy, price book content, and tiered pricing.; link to service tiers
- ? People Leadership
- Lead and mentor a team of Product Owners, ensuring clarity of roles, priorities, and deliverables.
- Drive team development through coaching, feedback, and career growth planning.
- Foster a high-performance culture that emphasizes collaboration, accountability, and customer-centricity.
- Represent the team in executive forums, ensuring alignment with organizational goals.
Qualifications ?? must have:
- ? 15-20+ years total experience across software engineering and product management, ideally in medical imaging & Customer Service and Service analytics areas.
- ? Bachelor??s or Master??s in Engineering (or related); strong technical fluency with imaging modalities and software/hardware integrations.
- ? Proven track record in roadmap ownership, costing, product pricing/tiering, and business case development.
- ? Experience delivering products across multiple countries in regulated environments.
- ? Demonstrated collaboration with and influence over senior technical leaders (architects, product owners, lead developers).
- ? Strong analytical, organizational, and presentation skills; able to synthesize data into clear decisions and exec/customer-ready narratives.
- ? Ownership mindset, proactive working style within global, cross-functional teams.
- ? Willingness to learn new technologies and operate across the full product lifecycle.
- Nice to have:
- ? Familiarity with EU MDR and/or NMPA medical devices; experience in medical device companies and/or regulatory environments.
- ? Background in AI, service analytics, remote connectivity, cybersecurity and data platforms (e.g., Snowflake /Databricks, Tableau/Power BI).
- ? Exposure to predictive maintenance, anomaly detection, or MLOps for regulated devices.
- ? Experience working in multidisciplinary, multicultural teams across regions.
Key competencies
: - ? Strategic portfolio thinking and commercial acumen
- ? Data-driven decision making; comfort with install-base analytics and BI
- ? Cross-functional leadership without direct authority
- ? Excellent communication with clinical, technical, and executive stakeholders
- ? Customer-first mindset;
- ? Regulatory and quality discipline; risk and change control rigor
- Success metrics:
- ? Portfolio growth and solution adaption and revenue savings/generation
- ? Uptime/availability, MTTR/MTBF, FTFR, and remote resolution improvements
- ? SLA adherence and contract attach/renewal rates
- ? Software/version currency and vulnerability remediation timelines
- ? Adoption of pricing/tiering and configuration strategies; upgrade pipeline
- ? On-time, compliant product releases and effective market rollouts
- What you??ll work with
- ? Service platforms & applications , remote service consoles, customer portals
- ? Data/analytics stacks , BI dashboards, and predictive insights
- ? Standards: DICOM/HL7/FHIR; governance under MDR, ISO 27001, HIPAA/GDPR
- Reporting line
- ? Reports to: Segment Head of Business
- Interfaces with: Marketing, Sales, R&D, Technology, Engineering, Manufacturing, Service, Clinical Applications, Legal, Logistics, Quality, Regulatory
