We anticipate the application window for this opening will close on - 5 Mar 2025

 

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

The Neuromodulation and Pelvic Health (NMPH) Customer Care Sr. IT Project Lead is a member of the NMPH Customer Care Operations team and is responsible for the development and maintenance of our IT systems and processes.

The Sr. IT Project Lead will provide technical and project management support for various systems and execute administrative agent management, develop IVR scripts, outbound dialers and SMS. This role will partner with Contact Center leadership to ensure operational effectiveness, issue resolution, and performance optimization for contact center agent and customer system experiences. In addition, this individual will coordinate with the operations team to ensure cross expertise support is provided and holistic objectives are met.

With the patient at the focus of everything we do, this position will leverage technology to automate customer experiences and drive workflow improvements that allow us to deliver exceptional experiences and performance. 

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

• Work with customer care leadership to develop and optimize customer experience

• Administration for campaigns, call flows, skills, agent profiles, prompts list, dialers and SMS.

• Troubleshoot issues identified in the system (inclusive of inbound, outbound & dialers) and implement solutions

• Leverage the internal IT ticketing system to escalate system issues

• Partner with Technical Account Management and Internal Medtronic Technical resources to develop solutions

• Update Verizon Network manager to ensure toll free numbers are routed to Medtronic

• Establish operational plans and roadmaps for product capabilities and implement policies and strategies to support product growth

• Lead in innovation and strive for continuous improvement and consistency in deliverables

• Communicate with internal and external customers and vendors regarding ongoing operations and align strategy to accelerate product development

• Work with Customer Care Operations Sr Manager to communicate business and operational developments, plan, prioritize assigned tasks and ensure flawless execution

• Responsible for effectively managing the constraints of project management: Scope, Cost, Schedule.

• Provides technical and analytical guidance and recommendations to leadership governance bodies.

• Travel: Up to 25% may be required for periodic meetings or trainings

Qualifications

Must Have: Minimum Requirements

• Bachelor’s degree required

• 4 years’ experience managing people and/or relevant experience or an advanced degree with a minimum of 2 year of relevant experience.

Nice to Have

• Experience with Verint system and user management

• ServiceNow system knowledge

• Familiarity with creating Business Objects reports

• Experience with multiple CX platforms such as Five9, NICE & Cisco

• Experience developing PowerBI and Tableau dashboards

• Ability to pull data from various sources, synthesize the information and present in such a way that provides insights and recommendations

• Experience leading complex projects in a high-volume environment

• Experience leading cross functional projects and influencing others without authority

• Familiarity with Medtronic’s development process

• Experience working in a highly regulated environment

• Strong interpersonal skills to build positive relationships with team members, customers, stakeholders, and cross-functional partners

• Strong attention to detail and time management skills

• Strong analytical and problem-solving skills to implement effective solutions

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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. 

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential fun