What are the responsibilities and job description for the Sr. IT Project Lead - NMPH position at Medtronic?
Job Details
We anticipate the application window for this opening will close on - 5 Mar 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
The Neuromodulation and Pelvic Health (NMPH) Customer Care Sr. IT Project Lead is a member of the NMPH Customer Care Operations team and is responsible for the development and maintenance of our IT systems and processes.
The Sr. IT Project Lead will provide technical and project management support for various systems and execute administrative agent management, develop IVR scripts, outbound dialers and SMS. This role will partner with Contact Center leadership to ensure operational effectiveness, issue resolution, and performance optimization for contact center agent and customer system experiences. In addition, this individual will coordinate with the operations team to ensure cross expertise support is provided and holistic objectives are met.
With the patient at the focus of everything we do, this position will leverage technology to automate customer experiences and drive workflow improvements that allow us to deliver exceptional experiences and performance.
Responsibilities may include the following and other duties may be assigned.
Qualifications
Must Have: Minimum Requirements
Nice to Have
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):$101,600.00 - $152,400.00
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
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 90,000 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.
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
The Neuromodulation and Pelvic Health (NMPH) Customer Care Sr. IT Project Lead is a member of the NMPH Customer Care Operations team and is responsible for the development and maintenance of our IT systems and processes.
The Sr. IT Project Lead will provide technical and project management support for various systems and execute administrative agent management, develop IVR scripts, outbound dialers and SMS. This role will partner with Contact Center leadership to ensure operational effectiveness, issue resolution, and performance optimization for contact center agent and customer system experiences. In addition, this individual will coordinate with the operations team to ensure cross expertise support is provided and holistic objectives are met.
With the patient at the focus of everything we do, this position will leverage technology to automate customer experiences and drive workflow improvements that allow us to deliver exceptional experiences and performance.
Responsibilities may include the following and other duties may be assigned.
- Work with customer care leadership to develop and optimize customer experience
- Administration for campaigns, call flows, skills, agent profiles, prompts list, dialers and SMS.
- Troubleshoot issues identified in the system (inclusive of inbound, outbound & dialers) and implement solutions
- Leverage the internal IT ticketing system to escalate system issues
- Partner with Technical Account Management and Internal Medtronic Technical resources to develop solutions
- Update Verizon Network manager to ensure toll free numbers are routed to Medtronic
- Establish operational plans and roadmaps for product capabilities and implement policies and strategies to support product growth
- Lead in innovation and strive for continuous improvement and consistency in deliverables
- Communicate with internal and external customers and vendors regarding ongoing operations and align strategy to accelerate product development
- Work with Customer Care Operations Sr Manager to communicate business and operational developments, plan, prioritize assigned tasks and ensure flawless execution
- Responsible for effectively managing the constraints of project management: Scope, Cost, Schedule.
- Provides technical and analytical guidance and recommendations to leadership governance bodies.
- Travel: Up to 25% may be required for periodic meetings or trainings
Qualifications
Must Have: Minimum Requirements
- Bachelor's degree required
- 4 years' experience managing people and/or relevant experience or an advanced degree with a minimum of 2 year of relevant experience.
Nice to Have
- Experience with Verint system and user management
- ServiceNow system knowledge
- Familiarity with creating Business Objects reports
- Experience with multiple CX platforms such as Five9, NICE & Cisco
- Experience developing PowerBI and Tableau dashboards
- Ability to pull data from various sources, synthesize the information and present in such a way that provides insights and recommendations
- Experience leading complex projects in a high-volume environment
- Experience leading cross functional projects and influencing others without authority
- Familiarity with Medtronic's development process
- Experience working in a highly regulated environment
- Strong interpersonal skills to build positive relationships with team members, customers, stakeholders, and cross-functional partners
- Strong attention to detail and time management skills
- Strong analytical and problem-solving skills to implement effective solutions
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):$101,600.00 - $152,400.00
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).
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 90,000 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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $101,600 - $152,400
