Director, Clinical Applications

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🕒 May 22

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Stago

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1945

🧬 Biotechnology

🤝 B2B

🔬 Science

Biotechnology • B2B • Science

Stago is a global diagnostics company specializing in the science of hemostasis and thrombosis, providing laboratory instruments, reagents, quality control programs, and related services for clinical coagulation testing. The company offers hemostasis analyzers and assays (including D-dimer tests), external quality assessment (EQA) programs, continuing education and digital tools like My Personal Space and My Expert QC to support lab quality management and customer account services. Stago serves hospitals, clinical laboratories, and healthcare providers with technical support, regulatory-cleared products, and educational resources.

📋 Description

• Own the end-to-end customer experience across the Clinical Applications organization, including clinical applications, training, digital support, implementation, validation, troubleshooting, workflow optimization, and ongoing customer enablement • Ensure consistent delivery of high-quality customer implementations, validations, training programs, technical support, and workflow improvement initiatives • Personally engage in high-impact customer escalations, VIP account support, strategic partnerships, and complex customer-facing situations requiring senior leadership involvement • Drive a customer-first culture where every action, decision, and process is designed to improve customer confidence, satisfaction, retention, and long-term success • Lead, develop, and inspire a high-performing, multi-level team across Applications, Training, and Digital functions • Build an environment where regional escalations align with a clear national escalation framework • Define and enforce structured escalation triggers, ownership expectations, communication standards, resolution timelines, and closure requirements • Collaborate with all applicable teams to continuously evolve validation templates, SOPs, technical training programs, and customer-facing tools • Create a continuous improvement operating rhythm that connects field insights, escalation trends, customer feedback, product opportunities, training needs, and process improvements.

🎯 Requirements

• Bachelor’s degree in Medical Laboratory Science, Biomedical Engineering, Life Sciences, Healthcare Administration, Business, Information Technology, or a related field required • 10+ years of progressive experience in clinical diagnostics, IVD applications, laboratory operations, customer support, field applications, digital solutions, or related healthcare technology environments • 5+ years of experience leading multi-level technical, clinical, field applications, training, digital, or customer-facing teams • Experience with LIS, middleware, laboratory automation workflows, remote connectivity, cybersecurity considerations, and digital solutions • Proficiency with Microsoft Office and business reporting platforms • Strong experience in clinical laboratory workflows, customer implementation, validation, troubleshooting, technical support, and workflow optimization • Demonstrated experience managing complex escalations, high-impact customer situations, and cross-functional initiatives • Strong understanding of hemostasis and coagulation testing • Strong understanding of QC, Westgard rules, IQCP, CAP, CLIA, and laboratory accreditation expectations • Current Driver's License and Passport • Ability to travel up to 50–75%, including customer visits, field ride-alongs, regional team development, strategic account support, executive meetings, national meetings, and cross-functional business reviews.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development