Manager, Interoperability Operations & Device Enablement

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers. Are you ready to join us?
This role is part of Alcon's Digital function and is responsible for supporting the operational success of customer interoperability and connected device solutions that enable clinical and operational data to flow into the Adi ecosystem. The position serves as the U.S.-based operational lead for Level 3 support activities, equipment vendor management, and connected device operations for technologies including Passive Scanner, Edge Devices, DICOM connectivity, third-party device integrations, and EHR interoperability solutions.
We are seeking a Manager, Interoperability Operations & Device Enablement to be on-site in our Fort Worth, Texas location and a typical day would include:
Serve as the U.S. time-zone Level 3 (L3) operational lead for customer interoperability solutions, coordinating investigation and resolution of complex issues involving Passive Scanners, Edge Devices, DICOM connectivity, third-party device integrations, EHR integrations, networking, and device firmware.
Lead operational incident management activities including escalation coordination, root cause analysis, corrective action planning, support documentation, and operational readiness for customer-facing interoperability and connected device solutions.
Manage Alcon's operational oversight of the connected device lifecycle by partnering with equipment vendors to define, implement, and continuously improve processes for ordering, provisioning, inventory management, kitting, deployment, replacement, retirement, and ongoing support of connected device solutions.
Serve as the primary business owner for equipment vendor relationships, including contract execution, performance management, escalation handling, operational reviews, inventory coordination, and continuous process improvement.
Partner with Product and Engineering teams to represent operational support requirements, identify enhancement opportunities, and ensure device supportability, operational readiness, and customer experience considerations are incorporated into future capabilities.
Act as the operational liaison between Level 2 Support, equipment vendors, Product teams, and Engineering teams to drive effective resolution of customer issues and operational challenges.
Establish, monitor, and report on operational KPIs including escalation aging, incident resolution performance, vendor responsiveness, inventory accuracy, device availability, firmware compliance, recurring issue reduction, and overall operational effectiveness.
Demonstrate strong leadership, communication, problem-solving, and stakeholder management skills while balancing customer needs, operational excellence, and business objectives.
Preferred Qualifications
Experience supporting connected devices, IoT platforms, medical devices, networking infrastructure, or enterprise technology solutions.
Strong understanding of network troubleshooting, including device connectivity, firewall configurations, DNS, VPNs, routing, and customer network environments.
Experience supporting or managing device firmware, device configuration, software updates, and hardware lifecycle operations.
Experience working with healthcare interoperability technologies including DICOM, HL7, FHIR, APIs, or integration platforms.
Experience managing external vendors, operational support processes, and service delivery performance.
Experience in healthcare technology, medical device, digital health, or other regulated environments.
What You’ll Bring To Alcon:
Bachelor’s Degree or Equivalent years of directly related experience (or high school +13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+0 yrs)
The ability to fluently read, write, understand and communicate in English
5 Years of Relevant Experience
undefinedHow You Can Thrive at Alcon:See your career like never before with focused growth and development opportunitiesJoin Alcon’s mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career!Alcon provides a robust benefits package including health, life, retirement, flexible time off and much more.Travel - up to 10%Relocation - NoSponsorship – No Alcon CareersSee your impact at alcon.com/careers
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ALCON IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY
Alcon takes pride in maintaining an inclusive environment that values different perspectives and our policies are non-discriminatory in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.