Sr Customer Service Mgr

At MiniMed, you can begin a lifelong career of exploration and innovation, while helping make a difference in the lives of people living with diabetes around the globe. Youll lead with purpose, breaking down barriers to innovation for a more connected, compassionate world.

About The Role

A Day in the Life

Our Global Diabetes Capability Center is expanding to serve more people living with diabetes globally. Our state-of-the-art facility is dedicated to transforming diabetes management through innovative solutions and Technologies that reduce the burden of living with diabetes.

This position is an exciting opportunity to work with Minimed’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.

#BetterDaysStartNow

As Senior Manager CC&SC Order Management for International East, Japan and ANZ, you will be responsible for co-designing and implementing the order management strategy as we anticipate the full transition of this scope from Medtronic to MiniMed. Additionally, you will be managing Order-To-Invoice 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 MiniMed International CC&SC organization to drive E2E Order-To-Invoice readiness for the anticipated transition to MiniMed.

• MiniMed Separation Readiness: Co-develop and implement the MiniMed order management 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 order management 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, ensuring that inquiries across various channels (e.g., phone, email, chat) are resolved efficiently and within service level agreements.
• 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 order management team and various stakeholders (e.g., IT, HR, Credit & Collection, CC&SC teams) to align Order-To-Invoice service delivery with broader organizational goals.
• Budget & Resource Planning: Manage the team’s budget and plan staffing levels to accommodate peak volumes and multiple time zones.
• 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.
  
  

Core Competencies Include, But Are Not Limited To

• 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 Order-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

MiniMed offers a competitive salary and flexible benefits package

At MiniMed, we put people first. A commitment to our employees lives at the core of our values: We recognize their contributions. They share in the success they help create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life.

About MiniMed

We want to make every day a better day for people living with diabetes. Our team of creative innovators around the globe share a passion for finding the simplest solutions to the problems that people with diabetes face on a daily basis. For more than 40 years, weve been redefining whats possible, from intelligent dosing systems designed for real life to predictive insights that stay a step ahead, and were dedicated to continuing to support our customers through every step of their journey — meeting them where and how they need it.

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