Customer Experience & Operations Excellence Senior Manager

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain restore health and extend life. Our 95000 employees work across more than 150 countries to put patients first developing innovative medical technologies that improve the lives of 72 million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose growth and impact.

The Senior Manager Customer Experience & Operational Excellence CELA is a newly created regional leadership role responsible for building and scaling a customer-facing operational model that strengthens service perception improves NPS enhances strategic account support and connects customer needs with operational execution.

The role will lead the SEAL program (Service Excellence & Agile Logistics) a strategic account support model designed to place dedicated operational resources close to priority customers to identify service pain points improve responsiveness strengthen issue resolution support operational discipline and create a stronger bridge between customers Commercial teams Customer Operations Supply Chain and external providers. The role will be a remote model.

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

Lead and Scale the SEAL Strategic Account Support Program

• Lead the SEALs program a customer-facing operational model that deploys dedicated resources to strategic accounts to improve service perception issue resolution responsiveness and NPS. Provide governance to the current Colombia task force of 13 resources and build the roadmap to expand the model across CELA markets

Drive Customer Experience and Strategic Account Engagement

• Act as a senior operational point of contact for strategic customers distributors and Commercial teams. Capture customer feedback identify service pain points and translate them into action plans that improve customer experience service reliability and operational discipline

Build the Future Customer Operations Model

• Support the evolution of CELA Customer Operations from a transactional model toward a relational proactive and value-driven operating model. Identify opportunities to standardize automate or transition activities to the Center of Excellence while ensuring customer-facing governance remains close to the business

Govern Field Inventory and Consignment Performance

• Lead Field Inventory and Consignment performance management from a customer experience service level operational governance and financial visibility perspective. Partner with Commercial Finance Supply Chain Field Inventory teams and providers to improve inventory health replenishment discipline returns aging control and service continuity

Lead SOGL Governance and Financial Visibility

• Drive governance of SOGL Scrap Obsolescence Gains and Losses by providing visibility to risks root causes financial exposure and mitigation plans. Translate operational and financial data into actionable insights for leadership and cross-functional decision-making

Manage Complex Cross-Functional Stakeholders

• Influence and align Commercial Finance Supply Chain Customer Operations Field Inventory external providers distributors and strategic customers. Escalate and resolve complex service customer inventory provider and financial issues with business judgment and customer focus

Enable Digital Technology and Process Improvement

• Identify and support technology automation analytics AI and digital opportunities that improve customer experience operational visibility service reliability and efficiency. Ensure digital solutions are connected to real customer-facing and operational needs

Required Knowledge and Experience:

• Bachelors Degree required
• Eight or more years of experience in Customer Operations Supply Chain Commercial Operations Customer Experience Strategic Account Support Logistics Field Inventory or related operational leadership roles
• Experience leading cross-functional programs transformation initiatives customer-facing operational projects or new operating model implementation
• Experience working in matrix organizations with regional or multi-country scope
• Experience in healthcare medical devices pharmaceutical or highly regulated industries preferred
• Strong financial acumen and ability to connect operational performance with business and financial impact
• Knowledge of Field Inventory Consignment customer service operations strategic accounts distribution models or complex customer-facing supply chain processes preferred
• Fluent in English and Spanish
• Home office in Bogotá or different cities in Colombia
• Working knowledge of: Salesforce SAP Power BI is advantageous

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.

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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).