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
