Manager, Interoperability Operations & Device Enablement

About the role

Alcon is seeking a Manager to lead U.S. Level 3 operational support for customer interoperability and connected device solutions. This on‑site role in Fort Worth will ensure clinical and operational data flow smoothly into the ADI ecosystem.

Key responsibilities

• Serve as the U.S. time‑zone Level 3 operational lead for complex issues involving Passive Scanners, Edge Devices, DICOM connectivity, third‑party device integrations, EHR integrations, networking, and device firmware.
• Lead incident management, including escalation coordination, root‑cause analysis, corrective‑action planning, documentation, and readiness for customer‑facing solutions.
• Oversee the connected‑device lifecycle with vendors, managing ordering, provisioning, inventory, kitting, deployment, replacement, retirement and ongoing support.
• Act as primary business owner for equipment‑vendor relationships, handling contracts, performance, escalations, operational reviews and continuous improvement.
• Partner with Product and Engineering teams to embed operational support requirements and customer‑experience considerations into future capabilities.
• Monitor and report operational KPIs such as escalation aging, incident resolution, vendor responsiveness, inventory accuracy, device availability, firmware compliance and recurring‑issue reduction.

Required profile

• Bachelor’s degree or equivalent experience; 5 + years of relevant experience in connected‑device, IoT, medical‑device or enterprise‑technology support.
• Strong leadership, communication, problem‑solving and stakeholder‑management abilities.
• Ability to read, write and communicate fluently in English.

Required skills

• DICOM, HL7, FHIR, APIs and other healthcare‑interoperability technologies.
• Network troubleshooting: firewall configurations, DNS, VPN, routing and customer network environments.
• Device firmware management, configuration, software updates and hardware lifecycle operations.
• Experience with IoT platforms, medical devices and enterprise technology solutions.

What we offer

• Robust benefits package including health, life, retirement and flexible time off.
• Travel up to 10 % and no relocation assistance.
• Opportunities for focused growth and development within Alcon’s Digital function.