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 str