Lafe Ball

With more than four decades of experience spanning customer service, clinical support, and technical operations, Lafe brings a deep, hands-on understanding of global service delivery to his role as Sr. Director, Global Service Operations. Based in Southern California, Lafe is known for his operational leadership and commitment to service excellence across complex, multinational environments.

In his current role, Lafe oversees the strategic development and execution of global service operations, with a focus on:

• Strategic Operations Leadership – Defining scalable service delivery models that elevate customer experience while optimizing efficiency.
• Cross-Functional Collaboration – Partnering with R&D, product management, sales, and regional leaders to ensure service alignment with product launches and customer initiatives.
• Performance Oversight – Managing key global service metrics, including NPS, SLA adherence, and system uptime, while building continuous improvement frameworks.
• Digital Service Transformation – Leading transformative initiatives, from CRM integrations to Customer 360 implementations, aimed at increasing responsiveness and reducing cost.
• Vendor & Stakeholder Management – Overseeing global service partners, including BPO vendors, to ensure contractual alignment and service quality.
• Customer-Centric Culture Building – Fostering a service-first mindset across teams by amplifying the voice of the customer and embedding it into every process.

Lafe’s career began in the communications sector in San Diego, where he spent 15+ years in various roles, then moving into the medical device industry where he advanced through key leadership roles,  including Operations Manager, Director of Technical Services, and Director of Global Service Operations. His journey has been defined by a unique ability to bridge technical complexity with operational strategy—delivering solutions that meet the evolving needs of customers worldwide.