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

As Senior Customer Service Manager for the Shared Service Center supporting Diabetes International, you will be responsible for co-designing and implementing the Shared Service Center (SSC) strategy, as we anticipate the transition of this scope from Medtronic to Mini Med Company. Additionally, you will be managing Offer-To-Invoice transactional operations that support multiple regions, ensuring customer focused, high quality, scalable, and cost-effective service delivery in a B2B and B2C landscape. This role blends organizational strategy with hands-on team leadership; working intensely with the Mini Med International CC&SC organization to drive E2E Offer-To-Invoice readiness for the anticipated transition to Mini Med.

Responsibilities may include the following and other duties may be assigned:

• Mini Med Separation Readiness: Co-develop and implement the Mini Med SSC strategy including amongst others the transition to a new ERP-system, process untangling, design & harmonization, and organizational set-up
• Operational Strategy & Standardization: Co-develop and implement shared services strategies, policies, and standard operating procedures to ensure a uniform customer experience
• Team Leadership & Development: Recruit, train, and mentor a multi-disciplinary team, fostering a culture of continuous improvement and high performance
• Service Delivery Management: Oversee daily operations of the center, ensuring that inquiries across various channels (e.g., phone, email, chat) are resolved efficiently and within service level agreements. Manage staffing levels to accommodate peak volumes and multiple time zones
• Performance Monitoring and Accountability (KPIs): Monitor, analyze and improve metrics such as e.g., Customer Effort Score, On-Time-In-Full and Dispute resolution
• Stakeholder Management & Collaboration: Act as a liaison between the SSC and various stakeholders (e.g., IT, HR, Credit & Collection, CC&SC in-country teams) to align Offer-To-Invoice transactional service delivery with broader organizational goals
• Process Improvement & Automation: Identify opportunities for process re-engineering and digital transformation (e.g., using AI or RPA) to increase efficiency and reduce operational costs.

Required Knowledge and Experience:

• Leadership & Influence: Ability to engage large teams and serve as a role model. Be influential within a matrix organization; compiling a diverse stakeholder landscape from both a functional and/or cultural perspective
• Analytical Thinking: Proficiency in using data to identify trends, report on risks, and propose corrective actions
• Problem Solving: Able to leverage continuous improvement techniques to enhance customer experience and organizational efficiency
• Technical Proficiency: Deep understanding of Offer-To-Invoice systems like e.g., ERP (S4/Hana), CRM (Salesforce), ticketing tools, and collaborative platforms
• Change Management: Ability to lead transitions, supporting the organization and managing stakeholders to adapt to new ways of working and technologies
• Autonomy & Collaborative: Ability to operate with a limited level of oversight, while timely and appropriately collaborating with key stakeholders across the matrix.

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.

Pay range / Rango salarial / Intervalo salarial /Fascia retributiva / Tranche de salaire / Gehaltsband / Salaribereik: Poland: 316,000.00 PLN - 474,000.00 PLN |

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

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