• Job Description

  Req#: 240003OX
  We anticipate the application window for this opening will close on - 2 Jun 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

  (Location – Northridge, CA preferred (fully onsite 5 days/not hybrid and San Antonio, TX an option)

  Delivering 5-star customer experience is a critical priority for the Diabetes operating unit. Our 24-hour technical support teams engage directly with customers, offering hands-on technical/clinical troubleshooting and adept complaint handling on a global scale. The Sr. Director Technical Support will directly oversee the strategy, service delivery, and quality related requirements for our US region 24/HR technical support organization. In addition, they will build and lead a lean COE and be the global process owner for technical service. This role has a unique opportunity to optimize processes, employ cutting-edge tools, explore diversified channel options, and integrate systems in partnership with all our global technical support teams. Collaborating closely with our teams worldwide, these initiatives will help elevate the quality of technical support, resolving customer issues effectively, minimizing repeat calls, and sustaining uninterrupted therapy support globally.

  The Diabetes operating unit needs a seasoned and transformative leader who will help enhance our US region operation and take a centralized leadership role to help drive efficiency and effectiveness of our operations in partnership with our teams on global scale. The direct impact of these 24-hour technical support teams on customer satisfaction, retention, and revenue underscores their pivotal role. This work is also instrumental in maintaining alignment with regulatory standards, quality system requirements, and legal/data privacy mandates. With a focus on continuous improvement, this leader will help our business not only meet but exceed expectations, ensuring lasting customer satisfaction and loyalty.

  A Day in the Life

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

  · Provide strategic leadership and vision for the US region 24-hour technical support team and act as the Global Technical Support process owner to unify process, systems, tools across all regional teams.

  · Foster a collaborative and customer-centric approach within the team for the US Domestic and US OUS teams.

  · Develop and oversee a lean COE to harmonize systems, process, and procedures to ensure consistency and best in class support in partnership with the global regions.

  · Collaborate with key stakeholders inclusive of Marketing, Quality, R&D, Sales & IT to understand business needs and translate them into technical support strategies and initiatives

  · Identify emerging trends, technologies, and best practices in technical support and integrate them into the team's strategies and processes in partnership with the regions

  · Oversee the deployment, maintenance and enhancement of technical support tools and technologies globally in partnership with the regions

  · Ensure that support and provisioning processes and procedures are secure, efficient, uniform, and sustainable

  · Development of Cross departmental feedback loop to include but not be limited to Quality, R&D, Sales and Customer Care teams.

  · Define and monitor KPIs for technical support effectiveness from a Service Delivery and Quality perspective, while continuously planning and implementing improvements.

  · Foster a culture of continuous learning and professional development within the technical support team with a focus on talent development.

  · Collaborate with stakeholders to improve operational processes and reducing overall business costs.

  · Meet/exceed Net Promoter Score as defined by the business

  Must Have: Minimum Requirements

  · Bachelor's degree

  · Minimum of 15 years of relevant technical support or call center operation leadership experience with 10+ years of managerial experience overseeing large scale teams

  · OR advanced degree with a minimum of 13 years of relevant technical support or call center operations leadership experience with 10+ years of managerial experience overseeing large scale team

  Nice to Have: Preferred Requirements

  · Advanced degree preferred.

  · Call center leadership experience within a regulated environment such as the medical device, healthcare or financial services

  · Experience with WFM best practices

  · Knowledge and experience of Lean and Six Sigma Methodologies; one Green Belt project completed

  · Excellent leadership and team management skills, with the ability to inspire and motivate a diverse technical and/or clinical team

  · Strong communication and interpersonal skills to collaborate effectively with stakeholders at all levels

  · Telephony platform experience such as NICE and Five9

  · Track-record of building a deeply connected and highly engaged team by fostering employee inclusion, enhancing teamwork and benefit from diverse skills and experience

  · Experience implementing global IT technical support systems preferred

  About Medtronic
  
  Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
  We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

  Physical Job Requirements
  
  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 functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)

  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. Learn more about our benefits here .

  This position is eligible for a short-term incentive plan. Learn more about Medtronic Incentive Plan (MIP) here .

  This position is eligible for an annual long-term incentive plan. Learn more about Medtronic Long-Term Incentive Plan (LTIP) here .

  The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).

  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 functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

  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.
  

  Salary ranges for U.S (excl. PR) locations (USD):$188,800.00 - $283,200.00

  This position is eligible for an annual long-term incentive plan.

  The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).

  The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: Health, Dental and vision insurance , Health Savings Account , Healthcare Flexible Spending Account , Life insurance, Long-term disability leave , Dependent daycare spending account , Tuition assistance/reimbursement , and Simple Steps (global well-being program).

  The following benefits and additional compensation are available to all regular employees: Incentive plans, 401(k) plan plus employer contribution and match , Short-term disability , Paid time off , Paid holidays , Employee Stock Purchase Plan , Employee Assistance Program , Non-qualified Retirement Plan Supplement (subject to IRS earning minimums) , and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).

  Regular employees are those who are not temporary, such as interns. Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.

  Further details are available at the link below:

  Medtronic benefits and compensation plans

  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.

  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.

  If you are applying to perform work for Medtronic, Inc. (“Medtronic”) in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County, you can find here a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

• About the company

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