MiniMed Customer Service Manager

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

This position is an exciting opportunity to work with Medtronic's Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility. As a separate entity, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care. The role is permanent hybrid working model 3/2 in a designated office.

The MiniMed Customer Care Manager will be a key player in enhancing the Minimed customer and patient experience. You will play a key role in shaping how we will interact and serve our customers and Operating Units. Managing Customer Care teams, you will support the OU in delivering our products to our healthcare customers. As the Manager of this group, you are required to manage, coach, and drive your team to perform excellent interactions with our customers and maintain SLA/KPI that are set as FY25 objectives for the team. You need to be able to drive change and transformation initiatives, so we remain competitive in the marketplace for the future, so collaboration with our Patients 360 Transformation initiatives and team is key for success. The Customer Care Manager is part of the wider Customer Care organization of EMEA and will report directly to the Customer Care & Order Operations Director. The ambition is to create a leading scaled direct to consumer Diabetes Business focused on accelerating innovation as the only company to commercialize a compete ecosystem to address intensive insulin management. The independent New Diabetes Company will have a shareholder base aligned with its business and financial profile. We serve over 100 countries with over 8000 employees globally.

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

• Lead and develop a high-performing, empathetic, and engaged Customer Care team, fostering trust, inclusion, innovation, and collaboration to achieve Organizational Health Survey targets of 85%+ and drive continuous professional growth
• Ensure accountability for Customer Care & Order Operations performance, meeting KPI/SLA objectives, managing escalations effectively, and maintaining strong cost control within the Annual Operating Plan and cost decisions
• Collaborate closely across functions and regions, building strong networks with the Diabetes EMEA Operating Unit, transformation teams, Centers of Excellence (Warsaw), Accenture, Finance, Tender & Contracting, and Quality teams
• Drive transformation and change management initiatives, acting as a change ambassador and championing “Project YOU” to coach and empower the team in owning their daily mindset and performance
• Foster alignment and best-practice sharing by working with peer Customer Care Managers across Western Europe to ensure consistency, teamwork, and operational excellence
• Recruit, retain, and develop top talent, cultivating an energetic, self-motivated, and resilient team capable of thriving in a fast-paced, patient-centric, and dynamic environment
• Leverage data analysis on OFIs (Opportunities for Improvement) and complaints to identify, implement, and monitor process improvements that enhance efficiency and customer satisfaction

Required Knowledge And Experience:

• Over 5 years of functional leadership and people management experience, leading 20+ employees within a complex matrix organization, demonstrating strong business acumen and stakeholder management skills
• Fluent in Dutch and English, and preferably French, with exceptional communication abilities, ensuring clear, effective dialogue and consultation across all organizational levels with both team members and stakeholders
• Proven expertise in Offer to Cash processes, with experience gained across industries beyond healthcare, and a strong commercial mindset that supports efficient navigation within matrix environments
• Recognized influencer and natural networker, skilled in building collaborative relationships to drive alignment, engagement, and effectiveness across cross-functional teams
• Experienced change leader, promoting transformation through others, fostering both personal and team development, and leveraging systemic and process-oriented thinking for business improvement
• Results-driven professional with a strong track record in business transformation, customer care optimization, and continuous improvement of processes to enhance operational efficiency

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.
 

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