MiniMed Customer Service Manager Iberia at Medtronic

Madrid, Community of Madrid, Spain

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical Devices, Diabetes CareIndustries

Requirements

Bachelor’s degree or related diploma
Over 5 years of functional leadership and people management experience

Responsibilities

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

Skills

Key technologies and capabilities for this role

Customer Service ManagementTeam ManagementCoachingSLA ManagementKPI ManagementChange ManagementTransformation InitiativesDiabetes BusinessPatient Experience

Questions & Answers

Common questions about this position

Is this a remote position or does it require office presence?

This is a hybrid position based in Madrid, requiring you to go to the office 2 days per week minimum or according to local guidelines.

What salary or compensation does this role offer?

This information is not specified in the job description.

What are the key responsibilities or skills needed for this role?

Key responsibilities include leading and developing a high-performing Customer Care team, ensuring KPI/SLA objectives are met, managing escalations, driving change and transformation initiatives, and collaborating across functions.

What is the company culture like at Medtronic for this role?

The culture emphasizes leading with purpose, fostering trust, inclusion, innovation, and collaboration in a high-performing, empathetic, and engaged team to achieve Organizational Health Survey targets of 85%+ and drive continuous professional growth.

What makes a strong candidate for the MiniMed Customer Service Manager role?

Strong candidates will have experience managing customer care teams, driving performance against KPIs/SLAs, coaching teams for excellent customer interactions, leading change initiatives, and collaborating across functions in a healthcare or diabetes business context.

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

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

401(k) Retirement Plan

401(k) Company Match

Employee Stock Purchase Plan

Employee Assistance Program

Wellness Program

Risks

Emerging competitors like Fire1 threaten Medtronic's heart failure management market share.

Spine biologics market growth may attract new entrants, increasing competition for Medtronic.

Recent IPOs in medtech indicate rising competition, challenging Medtronic's market position.

Differentiation

Medtronic's diverse product range spans cardiovascular, diabetes, neurological, and surgical technologies.

The company invests heavily in R&D to drive innovation in medical devices.

Medtronic offers comprehensive services, including training and technical support, enhancing product value.

Upsides

Exclusive deal with Kuros enhances Medtronic's orthopedic portfolio and market share.

Growing spine biologics market offers expansion opportunities in spinal fusion and regenerative medicine.

Balloon catheters market growth aligns with Medtronic's recent product launches, boosting cardiovascular presence.

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