Director, Digital Product Operations, Digital Health Foundational Services

Position Summary

As part of Alcon's mission to help the world see brilliantly, our Digital Health platforms power next-generation solutions across diagnostics, surgical planning, and connected care. We are hiring a Director of Digital Product Operations to oversee the operational lifecycle of our Foundational Platform Services. This role includes support and maintenance of platform apps, SDLC tools, middleware integrations, infrastructure for EHR/device connectivity, operational & admin workflow apps, and service enablement. This role is responsible for ensuring service availability, platform stability, and change lifecycle governance for core services that support all Digital Health products across surgical and vision care businesses. You will work in close partnership with IT, product management, cybersecurity, quality, service and engineering teams to build a resilient, scalable, and compliant platform operating model.

Key Responsibilities

• Own and manage the run-time health, availability, and reliability of foundational services, with a focus on monitoring, incident response, and SLA compliance across cloud and hybrid environments.
• Manage the lifecycle and operational maintenance of platform services in production, working with IT Cloud & Infrastructure teams to ensure SLAs meet the needs of DH products.
• Define and manage change lifecycle processes, rollback protocols, upgrade cadence, and patch management for platform infrastructure
• Support and maintain SDLC tools and automation enabled for Digital Health product development.
• Leverage AI-driven observability and automation tools to accelerate issue resolution, automate runbooks, and monitor infrastructure telemetry for continuous improvement.
• Serve as the central coordination point for support escalations, platform defects, and change requests spanning enterprise IT, R&D, and Digital Health domains.
• Implement structured intake, prioritization, and communication workflows for operational enhancements, compliance initiatives, and technical upgrades.
• Establish and track KPIs such as platform uptime, MTTR, release velocity, change success rate, and service adoption, ensuring insights are visible to leadership and engineering teams.
• Build operational monitoring frameworks using enterprise tools
• Partner with IT, Regulatory, Compliance, Cybersecurity, R&D, and Field Services to ensure all services align with security, privacy, and quality standards such as ISO 27001, ISO 42001, HIPAA, and SOC 2.
• Participate in reliability planning, operational risk reviews, and platform service improvement boards.
• Own and maintain BCP, DR and reliability planning and testing of the platform services collaborating closely with engineering, architecture and product teams.

Experience Requirements

• 10+ years in Product Operations, Site Reliability Engineering, or Platform Engineering, ideally within SaaS, MedTech, FinTech, or regulated industries
• Proven experience managing Cloud automation
• Deep knowledge of DevOps pipelines, CI/CD automation, and middleware operations
• Familiarity with ITIL-based change control, ISO-compliant SDLC frameworks, and secure Cloud Ops practices
• Hands-on experience using AI/ML observability tools for automation, predictive insights, or incident classification
• Excellent communicator and collaborator with cross-functional experience across Product, Security, Quality, IT, and Engineering teams
• Strong domain understanding of EHR and device integration, IDAM, HL7/FHIR standards, and enterprise service architecture (desired but not mandatory)

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Alcon is an Equal Opportunity Employer and participates in E-Verify. Alcon takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, 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.