Customer Experience Operations Associate Project Manager (Solventum)

Thank you for your interest in working for our Company. Recruiting the right talent is crucial to our goals. On April 1, 2024, 3M Healthcare underwent a corporate spin-off leading to the creation of a new company named Solventum. We are still in the process of updating our Careers Page and applicant documents, which currently have 3M branding. Please bear with us. In the interim, our Privacy Policy here: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ continues to apply to any personal information you submit, and the 3M-branded positions listed on our Careers Page are for Solventum positions. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

Customer Experience Operations Associate Project Manager (Solventum)

3M Health Care is now Solventum

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make in this Role
 

As a Customer Experience Operations Associate Project Manager you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

• Manage and optimize listening posts set up to collect EX & Voice of Customer feedback (NICE Customer Sentiment, Customer First, formal and informal surveys, etc)
• Collect feedback from stakeholders, customers and employees related to their experience with the Advantage Center and Solventum
• Organize and analyze data on the experiences of our customers in order to articulate and visualize their overall experience and gain actionable insights from them
• Support multi-function and single function projects related to CX & EX
• Design, implement and facilitate formal and informal surveys
• Prepare and facilitate EX & CX updates to business leaders
• Support CI projects and initiatives that positively transform the end-to-end experience
• Creates journey maps and other analytical visuals used to convey the customer perspective
• Collects market data to benchmark against other DME and healthcare providers
• Drives employee engagement activities
• Improve and manage reporting on KPIs, such as Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT) and Employee Engagement

Your Skills and Expertise 
To set you up for success in this role from day one, Solventum requires (at a minimum) the following qualifications:

• High School Diploma or equivalent
• Two (2) years of Advantage Center Project Management, QA or Leadership experience

Additional qualifications that could help you succeed even further in this role include:

• Bachelor’s degree in business or marketing
• Experience prioritizing competing tasks and leveraging time management skills
• Proven ability to achieve results, assertive in finding a path to success
• Ability to analyze data and apply critical thinking skills
• Experience in self-education to learn new skills and apply them quickly
• Operates independently with little supervision, disciplined, self-motivated
• Flexible & adaptable to the changing needs of the team
• Proven resilience in the face of adversity
• Experience with data visualization and reporting tools such as Tableau & Power BI
• Experience in LSS & Agile Methodology using tools such as JIRA

Work location: Remote

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Supporting Your Well-being 

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size