At Evinova, we put patients first and strive to meet their unmet needs worldwide.  Working here means being entrepreneurial, thinking big, and working together to make the impossible a reality.  If you are swift to action, confident to lead, willing to collaborate, and curious about what science can do, then you’re our kind of person.

Evinova is a health-tech business, separate company within the AstraZeneca Group, accelerating the delivery of better health outcomes by propelling the life sciences sector forward in digital health, from the inside.  Through our application of science-based expertise, evidence-led rigor, and human experience-driven insight, our digital solutions are deliberately crafted so that everyone can reach better health outcomes together.

Customer Experience is a crucial to Evinova success, and we are building our technology, processes and culture on ensuring maximum value realization for customers, anchored in “lovable” on-boarding journeys for new customers and world-class, pioneering customer service and support for existing customers. 

Our Service Operations Manager will play a pivotal role as the responsible lead for overseeing comprehensive customer support operations, exceptional service delivery and operational excellence.  Working in close collaboration with Vendors, Delivery and Engineering teams, the role encompasses oversight of our L1-L3 support operations, trend analysis, critical incident recovery, while also managing aspects of mobile and medical device logistics and integration.  By optimizing supply chain, distribution and maintaining service, they play a crucial role in the success of our clinical trials.

This position offers the opportunity to lead, innovate, and make a significant impact on our ability to differentiate the Evinova customer experience. This role will report to General Manager of China directly with a dotline to Global Head of Customer Experience.

What You Will Do:

Support Operations Management:

• Lead and optimize L1-L3 support functions within China to ensure prompt and effective resolution of customer issues.
• Analyze support ticket data to identify trends and develop strategies to enhance service delivery, reduce recurring problems and move us from reactive to proactive.
• Manage outsourced support operations, ensuring our helpdesk, device and logistic vendors meet performance and quality standards.

Incident and Crisis Management:

• Oversee escalation processes and facilitate communication between Evinova and third party teams for expedited issue resolution.
• Lead war rooms and direct critical incident recovery efforts, ensuring transparency and timely updates to internal stakeholders.
• Understand key GxP principles and collaborate with Quality teams on Customer complaints and any corrective actions
• Lead Post incident reviews and write ups with key partners to reduce reoccurrence of critical issues

Device and Logistics Management:

• Coordinate with clinical trial teams and vendors to manage medical device logistics, ensuring devices are available and compliant with  in country regulations.
• Optimize supply chain processes to ensure timely distribution and maintenance of devices.
• Monitor device performance during trials, managing issues and malfunctions effectively.
• Manage device and logistic vendors to ensure they are held to delivery timelines

Collaboration and Communication:

• Build strong relationships with internal teams and external vendors to facilitate effective service delivery.

• Maintain open communication channels to provide updates on support activities and device logistics.
• Close collaboration with Global Service Operations Manager to ensure consistency in expections and process

Continuous Improvement:

• Stay informed about industry trends to integrate best practices into operations.

Drive process improvement initiatives to enhance operational efficiency and service quality.

Minimum Experience/Qualifications:

• Previous experience (Minimum 7 years) in a customer service, delivery or operational management role within a SaaS company within the healthcare industry.
• A deep understanding of both business to business (B2B) and business to consumer (B2C) delivery models to meet the needs of diverse stakeholders across the clinical development and healthcare ecosystem.
• Experience of working with and knowledge of digital health regulations and compliance (e.g. GxP, SaMD).
• Strong knowledge of support operations and associated processes.
• String knowledge of supply chain and logistic processes within the healthcare industry.
• Experience of leading and building partnerships with third party suppliers.
• Ability to manage multiple internal collaborators to drive delivery across multiple geographies and cultures.
• Technical competence; the ability to understand the Evinova products suite and use digital methods for reporting  (e.g. Service Cloud, Power BI, key analytical programs).
• Excellent verbal and written communications, including the ability to explain technical concepts and practices to non-specialist audiences.
• Strong problem-solving and analytical abilities.
• Experience working in a global organization with multi-partners, stakeholders and team members, spread out in a diverse culture environment.
• Goal-focused and positive attitude.
• Fluent English and Mandarin, both can be used as working language.

Why Evinova (AstraZeneca)?

Evinova draws on AstraZeneca’s deep experience developing novel therapeutics, informed by insights from thousands of patients and clinical researchers. Together, we can accelerate the delivery of life-changing medicines, improve the design and delivery of clinical trials for better patient experiences and outcomes, and think more holistically about patient care before, during, and after treatment.  We know that regulators, healthcare professionals, and care teams at clinical trial sites do not want a fragmented approach. They do not want a future where every pharmaceutical company provides its own, different digital solutions. They want solutions that work across the sector, simplify their workload, and benefit patients broadly. By bringing our solutions to the wider healthcare community, we can help build more unified approaches to how we all develop and deploy digital technologies, better serving our teams, physicians, and ultimately patients.  Evinova represents a unique opportunity to deliver meaningful outcomes with digital and AI to serve the wider healthcare community and create new standards for the sector.  Join us on our journey of building a new kind of health tech business to reset expectations of what a bio-pharmaceutical company can be. This means we’re opening new ways to work, pioneering innovative methods, and bringing unexpected teams together.

Location: Shanghai China

Salary: Competitive + Excellent Benefits!

So, what’s next?

Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you!

Where can I find out more?

Our Social Media, Follow Evinova on LinkedIn https://www.linkedin.com/company/evinova/

Learn more about Evinova www.evinova.com