At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.
A Day in the Life
KEY RESPONSIBILITIES:
Provides strategic and tactical direction to all customer care activities within each Region. Ensures through leadership and functional excellence that the customer service organizations offers best-in class service to our external customers, leading to a top-notch customer experience. Continues to create a working environment within the customer service function across the region that attracts and retains the best professionals.
Leads the transformation of the customer service processes towards a truly customer oriented end to end (E2E) Offer to Cash value stream.
Sets direction to position Medtronic as the industry standard on Customer Experience.
Defines the cross-OU standard of Customer Experience, sets the appropriate strategy to realize this and leads the related implementation.
Drives customer satisfaction, loyalty and functional excellence in the Customer Service processes and - organization, supported by state of the art metrics, tools & reporting capabilities.
Ensures standardization across the function to improve the ease of doing business.
Implements differentiated service offerings within the customer service organization through account segmentation.
Develops new customer solutions and services to drive business growth, while ensuring performance improvements and cost efficiencies.
Identify and drive automation of transactional work across all process areas
Manages and leads the employees and organization with regard to capacity and skill building, as well as team collaboration, focused efforts, engagement and development of talent.
Mobilizes change, builds and maintains enthusiasm around direction and strategy, drives cultural change across the organization.
Maintain contacts and builds relations with Regional and Global leadership and other critical stakeholders across businesses and functions.
Accountable for the performance of strategic partners (e.g. Accenture, Cognizant) for outsourced CC services
Functional liaison to GO&SC (Globl Operations & Supply Chain)
Works with Regional and OU VP’s across designated Region
Strategy and Deployment leader of Regional Shared Service Centers, enabling transactional and functional scale across multiple regional and global functions
Proficient in Japanese & English
End to End Supply Chain experience
Responsibilities may include the following and other duties may be assigned.
Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when necessary may connect customers to appropriate support or field staff.
May manage web-based ordering or registrations, confers with management regarding customer credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders.
May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments.
May manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels.
PEOPLE MANAGEMENT FUNCTIONAL CAREER STREAM:
Management and supervisory professionals with one or more employees who are focused on tactical, operational and some strategic activities within a specified area.
Levels within the management career stream typically have six or more direct reports.
The majority of time is spent overseeing their area of responsibility, managing performance, developing talent, engagement and inclusion, communicating business and operational developments, planning, prioritizing and / or directing the responsibilities of direct reports.
Goal achievement is typically accomplished through performance of direct and / or indirect reports.
A key responsibility of roles in this career stream is managing people. which includes: accountability for mentoring, developing and coaching staff on meeting/exceeding performance expectations and defined objectives, providing leadership to staff ensuring the prioritization of strategic and department level initiatives to include defining performance goals and targets, conducting performance reviews, and staff 1:1s to guide performance management and employee development efforts and manage toward departmental goals.
DIFFERENTIATING FACTORS
Autonomy:
Manages department (s) or small unit that includes multiple teams led by managers and / or supervisors.
Provides motivational leadership for the area managed.
Provides thought and technical leadership .
Performs work without appreciable direction.
Organizational Impact:
Leads the development of the strategy for own department or business area, ensuring links to the company’s aims and objectives.
Management authority to make large business decisions and some strategic decisions .
Decisions impact the financial performance, employees, or public image of the operational unit and/or company.
Typically has budget or P&L accountability for a department, broad functional area or geography.
Innovation and Complexity:
Drives innovation across the business area, encouraging best practice and knowledge sharing.
Significantly improves, changes or adapts own department or business area’s processes, systems, products or services.
Problems and issues faced are complex, difficult and undefined, and require detailed information gathering, analysis and investigation to understand the problem.
Communication and Influence:
Develops long term strategic relationships and alliances with key internal and external stakeholders.
Communicates and conducts briefings with senior or executive leadership regarding ongoing operations and strategic initiatives .
Influences across functions and businesses to negotiate and gain cooperation on operational issues and internal divergent objectives.
Leadership and Talent Management:
Directs and leads a department, broad functional area or geography, including one or more teams led by managers and / or supervisors .
Determines supervisory relationships, and creates workforce and staffing plans to accomplish business results .
Authorizes hiring, firing, promotion and reward within own area.
Required Knowledge and Experience:
Requires broad management and leadership knowledge to lead multiple job areas, and detailed functional and operational expertise.
Typically has mastery level knowledge and skills within a specific technical or professional discipline with broad understanding of other areas within the job function.
Requires a Baccalaureate degree (or for degrees earned outside of the United States, a degree which satisfies the requirements of 8 C.F.R. § 214.2(h)( 4)(iii)(A) and minimum of 10 years of relevant experience with 7+ years of managerial experience, or advanced degree with a minimum of 8 years of relevant experience with 7+ years of managerial experience.
Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity here
