Senior Manager, Commercial Transformation & Customer Experience
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
The hiring manager has a preference for candidates to be based in Jacksonville, FL. However, is open to remote for highly qualified candidates.Careers that Change Lives
The Senior Manager, Commercial Transformation & Customer Experience leads the execution of ongoing Commercial Transformation (CTx) initiatives within the ENT commercial organization and proactively develops innovative solutions to address emerging challenges and enhance operational effectiveness. By assessing current commercial workflows, this role generates insights and recommends strategic improvements that align CTx initiatives with business objectives, ensuring long-term success. Acting as the central point of contact for CTx initiatives, this role facilitates cross-functional alignment, enhances CRM and Physician Relationship Management (PRM) systems, manages the Physician Finder product, and fosters a seamless customer experience across all platforms.
Responsibilities may include the following and other duties may be assigned.
Commercial Transformation: Drive the execution of commercial transformation projects as directed by leadership while proactively identifying, designing, and implementing new solutions that address challenges and improve business outcomes.
Business Analytics & Process Optimization: Collect, analyze, and interpret data to generate actionable insights that enhance operational efficiency and effectiveness.
CRM / PRM Enhancement: Evaluate, recommend, and implement improvements to the Customer Relationship Management (CRM) and Physician Relationship Management (PRM) systems. Ensure these platforms support high-quality commercial engagements, align with transformation objectives, and drive efficiency for internal teams while enhancing value for external stakeholders. Conduct ongoing assessments to optimize usability and performance. Develop and implement data stewardship processes to maintain data integrity, quality and compliance in Salesforce.
Cross-Functional Collaboration: Serve as the key liaison between sales, marketing, customer support, and other departments to ensure a cohesive, customer-centric strategy. Promote a culture of collaboration, ensuring alignment with business priorities, process efficiencies, and commercial problem-solving.
Physician Finder Product Ownership: Oversee the accuracy and integrity of healthcare provider (HCP) listings based on established objective criteria. Conduct periodic reviews, ensuring consistency and completeness. Remove listings that no longer meet the criteria, with reviews conducted at least annually.
Must Have: Minimum Requirements
Bachelor’s degree and minimum of 7 years of relevant experience, or advanced degree with a minimum of 5 years relevant experience.
Nice to Have
Business Analytics & Insights – Proficiency in analyzing business data to drive strategic decisions and improve efficiency.
Problem-Solving & Strategic Thinking – Proactively addressing business challenges with innovative, data-driven solutions.
Salesforce CRM & PRM System Knowledge – Profound experience with and understanding of Salesforce Sales Cloud and related platforms.
Process Improvement & Transformation – Ability to assess workflows, identify inefficiencies, and implement business enhancements.
Project & Stakeholder Management – Strong coordination skills to lead transformation initiatives and align cross-functional teams.
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.
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.
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Are you ready to make a real impact in the healthcare industry? Medtronic is on the lookout for a Senior Manager, Commercial Transformation & Customer Experience to join our talented team in Jacksonville, Florida! In this pivotal role, you'll lead the execution of Commercial Transformation initiatives within the ENT commercial organization, paving the way for innovative solutions that enhance operational effectiveness and elevate the customer experience. Your day-to-day will involve assessing current workflows, analyzing data, and recommending strategic improvements that align with our business objectives. You’ll be the go-to person for Commercial Transformation projects, collaborating cross-functionally with sales, marketing, and customer support to ensure every customer interaction is seamless. Plus, you’ll have the responsibility of enhancing our CRM and Physician Relationship Management systems, ensuring they effectively support our commercial engagements. We're looking for someone who has a passion for problem-solving and can bring fresh, data-driven ideas to the table. If you hold a bachelor’s degree and have at least 7 years of experience (or an advanced degree with 5 years), you might just be the perfect fit! You’ll thrive in this role if you have experience with business analytics, Salesforce, and transformational projects. Medtronic offers a competitive salary, benefits, and the chance to be part of something that truly changes lives. Come be a part of our mission to alleviate pain, restore health, and extend life. We can't wait to meet you!
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