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Careers that Change Lives

Medtronic is working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. This is the ideal opportunity to join us and be part of our commitment to the health of others.

Patient Services Supervisor will be required to lead WeCare Product Support Team, support employees, customers and business partners, contribute to the business planning process and deliver objectives aligned with the WeCare Patient Service and overall Diabetes and OUs (Operation Units) goals. You will also implement process and other improvements and influence cost savings strategies that result in significant savings for Medtronic as well as a better service for Medtronic customers, pursue and cultivate business relationships, partnerships and alliances internally, externally and virtually.

The role will require high responsibility for people management of dedicated direct reports, leading, motivating and developing employees and building a strong and effective team, including performance review, feedback and coaching, quality assurance and direct reports administrative management in company HR business system. It’s expected that good collaboration will be established with the CEMA WeCare Manager, WeCare EMEA Extended Leadership Team, Training & Quality and Quality & Compliance teams and other departments in line with WeCare work and Medtronic cooperation.

The role will be based in Prague and report to the WeCare Patient Service Hub Manager. You will work with the Prague Leadership Team on a hybrid basis (2 days in Prague’s office).

A Day in the Life

• Plan, design and execute operational excellence in inbound and outbound calls, emails, administrative and customer-facing aspects of Patient Service, including cooperation with our service partner.

• Lead, motivate and build a high performing, effectively working team by coaching and mentoring the Product Support Helpline agents on a regular basis and lead performance conversations.

• Oversee and support the implementation of enabling technology. Maintain and develop a process library (knowledgebase) and documented procedures database. Anticipate, recognize and clearly define problems using various techniques to systematically analyse/weigh alternatives and propose solutions.

• Provide accurate feedback, data and support accurate forecast, annual and longer-range operational plans and strategy and negotiate them with OU. Use insight into customer behaviour and lever operational efficiency to achieve KPIs.

• Ensure that WeCare Patient service is experienced by our customers as accelerated and high quality. Respond to and prioritize customer facing situations, events and campaigns.

• Manage the continual introduction of technology to automate administration, data handling and create more time for customer focus. Create and analyse daily/weekly/monthly reports and share them with various stakeholders.

• Work with the EMEA Transformation team (as appropriate) to align system processes and procedures both locally and across EMEA. Deliver briefings and support the WeCare Hub Manager in preparing the daily, weekly, monthly and quarterly Plan-Do-Review meetings.

Must Haves

• Proven understanding of customer needs. Service and result-oriented approach with strong business acumen.

• Understanding of main business objectives and of internal and external challenges of the business.

• Understanding and support of multi-cultural leadership and needs, supporting diversity and inclusion.

• Demonstrated operations management, including work distribution, shift and workflow design, demand-capacity modelling, productivity analyses and improvement, process improvement, grade of service management.

• Personal responsibility for learning and self-development. Be comfortable with continuous change (e.g. IT improvement, new service concept, mobilizing commitment).

• Demonstrated excellent skills in communication, people management (especially motivating teams, mobilizing commitment) and change management.

• Ability to communicate and report upwards effectively, including preparation of budgets and change requests supported by clear business/investment cases.

Nice to Haves

• Experience with SAP/ SAP CRM

We Offer

We offer a competitive salary and benefits package to all our employees:

• Flexible working environment

• Annual Incentive Plan % depending on company results

• Pension scheme and group discount on healthcare insurance

• Training possibilities via Cornerstone/Skills Lab

• Employee Assistance Program and Recognize! (our global recognition program)

Our Commitment

Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communities if we hope to have long-term sustainable impact. Anchored in our Mission, we continue to drive ID&E forward both to enhance the well-being of Medtronic employees and to accelerate innovation that brings our lifesaving technologies to more people in more places around the world.

About Medtronic

Bold thinking. Bolder actions. We are 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 90,000+ passionate people. Powered by our diverse knowledge, insatiable curiosity, and desire to help all those who need it, we deliver innovative technologies that transform the lives of two people every second, every hour, every day. Expect more from us as we empower insight-driven care, experiences that put people first, and better outcomes for our world.

In everything we do, we are engineering the extraordinary .

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#LI-Hybrid

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.