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** **Careers That Change Lives** We’re a mission-driven leader in medical technology and solutions with a legacy of integrity and innovation, join us as Customer Care & Order Operations Leader. We are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As a company, we can accelerate and advance our ability to create meaningful innovations - but **we will only succeed with** **the right people in our teams** . This is the ideal opportunity to join us and be part of our commitment to the health of others. Whatever your specialty or ambition is, you can make a difference at Medtronic – both in the lives of others and in your career. We currently have an excellent opportunity as **Customer Service Director India** – an exciting and fast-growing healthcare market where we aspire to become a $1B$ business. We are leading innovators in Medical Technologies, relentlessly focused on improving patient outcomes and setting new standards of care by partnering with providers to deliver disruptive solutions, increase global access, and empower patients to take ownership of their healthcare. We provide the environment to shape the Industry and this role will give an opportunity to maintain our leadership position though our innovative solutions. The ideal candidate will Lead strategic direction and operational management for India Customer Care & Order Operations with goal to exceed overall customer service expectations, and fulfil MDT goals for Service, Cost, Quality, Inventory, Revenue, OHS and ID&E. This role manages a cross-functional team across front office customer contact, order mgt, strategic account management. This role is also responsible for Field Inventory, Spine Loaner, Go-direct/Forward Stocking Location activity management, Offer to Cash program management & deployment with focus on transactional and non-clinical customers. Additionally, this role will play a critical role in spearheading the “Made in India” localization initiative due diligence and execution. Responsibilities may include the following and other duties as assigned: **Key Responsibilities (individual contributions)** Activity name Customer Contact Centre Mgt Order Management SAM services Field Inventory Spine Loaner Specialty Services OTC Deployment FSL / Go Direct Activity Management Localization Due Diligence & Execution Interfaces Customer Care COE’s, OU’s, RLM’s, SAM’s, Comm Ops, GSC Plan/Deliver/ Trade, Other Regions & Functions **Key Responsibilities (shared)** + Contribute to channel, Go-direct and Offer To Cash strategy, linking in with global Customer Care & Order Operations strategy within APAC CC & OO leadership team + Business partner sitting on India leadership team, orchestrating end to end offer to cash journey to deliver seamless transactional customer experience + Efficient operational performance and resource deployment + Deploy standards (systems, processes, tools) within India + Deliver on regional and Global Customer Care annual goals & objectives + Attract, develop and retain S&R talent globally **KPIs/targets** + Service + Cost + Inventory + Revenue enablement + OHS + IDE + Quality + Safety Interdependencies & involvement in other processes + Close partnership with commercial organizations (SAM, OU’s) to enable India Revenue targets + Orchestrate end to end customer order fulfilment process working with GSC functions : Demand Planning, Supply Network and DRP Planning, Deliver Operations, Trade Operations + Close partnerships with the Customer Care COE’s on the creation of global standards + GO&SC for supply and visibility of inventory and supply recovery + Quality – ensure all quality processes are followed and adhered to + Finance – ensure financial targets are achieved with compliance to all financial policies + HR- ensure attraction and retention of talent **Must Have: Minimum Requirements** + MBA (Operations Management preferred) + 15+ years of Supply chain, Customer service experience, 7+ years in leadership roles **Required capabilities** + Experience leading large multi country customer service organization + Ability to cultivate an environment focused on customer satisfaction through building productive external and internal relationships + Ability to build strong partnerships across the organization and influence strategy and decision making. + Ability to analyze customer needs through soliciting, evaluating and acting on customer feedback + Ability to navigate a highly matrixed organization + Ability to attract, retain and develop a highly skilled workforce **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 (http://www.medtronic.com) 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. **We change lives** . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. **We build extraordinary solutions as one team** . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough. **This life-changing career is yours to engineer** . By bringing your ambitious ideas, unique perspective and contributions, you will… + **Build** a better future, amplifying your impact on the causes that matter to you and the world + **Grow** a career reflective of your passion and abilities + **Connect** to a dynamic and inclusive culture that welcomes the challenge of life-long learning These commitments set our team apart from the rest: **Experiences that put people first** . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need. **Life-transforming technologies** . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms. **Better outcomes for our world** . Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls. **Insight-driven care** . Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support. This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here (https://www.e-verify.gov/employees) . For updates on job applications, please go to the candidate login page and sign in to check your application status. If you need assistance completing your application please email AskHR@medtronic.com To request removal of your personal information from our systems please email RS.HRCompliance@medtronic.com