Director - India Customer Care and Order Operations at Medtronic

Gurugram, Haryana, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical TechnologyIndustries

Requirements

Lead strategic direction and operational management for India Customer Care & Order Operations
Exceed overall customer service expectations and fulfill Medtronic goals for Service, Cost, Quality, Inventory, Revenue, OHS, and ID&E
Manage cross-functional team across front office customer contact, order management, and strategic account management (SAM)
Responsible for Field Inventory, Spine Loaner, Go-direct/Forward Stocking Location (FSL) activity management
Manage Offer to Cash (OTC) program management & deployment for transactional and non-clinical customers
Spearhead “Made in India” localization initiative due diligence and execution
Interface with Customer Care COEs, OUs, RLMs, SAMs, Comm Ops, GSC Plan/Deliver/Trade, other regions & functions
Contribute to channel, Go-direct, and Offer To Cash strategy within APAC CC & OO leadership team
Business partner on India leadership team, orchestrating end-to-end offer to cash journey
Ensure efficient operational performance and resource deployment
Deploy standards (systems, processes, tools) within India
Deliver on regional and global Customer Care annual goals & objectives
Attract, develop, and retain S&R talent globally
Meet KPIs/targets: Service, Cost, Inventory, Revenue enablement, OHS, IDE, Quality, Safety
Close partnership with commercial organizations (SAM, OUs) to enable India Revenue targets
Orchestrate end-to-end customer order fulfilment process with GSC functions (Demand Planning, Supply Network, DRP Planning, Deliver Operations, Trade Operations)
Close partnerships with Customer Care COEs on global standards creation
Ensure GO&SC for supply and visibility of inventory and supply recovery
Ensure all quality processes are followed and adhered to
Partnership with Finance

Responsibilities

Customer Contact Centre Management
Order Management
SAM services
Field Inventory
Spine Loaner
Specialty Services
OTC Deployment
FSL / Go Direct Activity Management
Localization Due Diligence & Execution
Other duties as assigned

Skills

Customer Care

Order Management

Strategic Account Management

Operations Management

Inventory Management

Quality Management

Revenue Management

Cross-functional Leadership

Team Management

OHS

Medtronic

Develops and manufactures medical devices and therapies

About Medtronic

Medtronic provides medical technology, services, and solutions to improve patient care. The company develops a variety of medical devices, including pacemakers, insulin pumps, surgical tools, and neurostimulation devices, which help diagnose, prevent, and treat chronic diseases. These products are used by hospitals, clinics, and healthcare professionals around the world. Medtronic stands out from competitors by investing significantly in research and development to create new products and offering additional services like training and patient management programs. The goal of Medtronic is to enhance patient outcomes and lower healthcare costs through its comprehensive range of medical solutions.

Fridley, MinnesotaHeadquarters

1949Year Founded

$3.2MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees