Outsourced Delivery Manager - Medtronic - Mansfield

Job description

POSITION DESCRIPTION:
The Outsourced Delivery Manager will play a pivotal role strengthening the partnership with the Business Process Outsourced (BPO) service provider in support of Customer Care. The successful candidate will leverage his/her proven relationship, operational, and service delivery skills to ensure Medtronic’s internal and external customers have a best in class customer experience. This position will report to the Leader, Minimally Invasive Therapies Group, (MITG), Customer Service.

This person will manage MITG’s overall operations at the BPO for Customer Service, by aligning goals with the organization’s strategic direction. The manager directs delivery of all activities at the BPO, including budget accountability. This person should also be familiar with industry trends to ensure that service delivery remains competitive and value-added in the eyes of customers and stakehoders.

POSITION RESPONSIBILITIES:
· Collaborates with the VMO (Vendor Management Office) and the BPO to establish, measure, and maintain service level agreements and key performance indicators per business goals.
· Monitors metrics, identifies key trends, and proactively alerts stakeholders of the impact.
· Owns the issue resolution management / escalation process. (daily, monthly, and quarterly)
· Applies continuous improvement (lean/six-sigma) methodologies to drive service excellence
· Forecasts volume to assess impact on metrics, staffing, and service delivery (weekly)
· Leads monthly/weekly operational reviews with the BPO and internal stakeholders to ensure that service delivery expectations are being achieved/exceeded.
· Ensures that service providers have the right level of system accesses & IT support
· Collaborates with the Customer Care trainer to support the Quality Management program, ensuring compliance with legal, regulatory and financial guidelines, and any audits.
· Provide leadership in a contact center environment for all order management channels including electronic and phone, and stays current on best-in-class industry trends.
· Direct management responsibility for several direct reports.
· Effectively lead cross-functional teams
· Create an equitable environment in which all employees are given continual opportunities to provide feedback, learn and build skills. ABOUT MEDTRONIC:
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

PHYSICAL JOB REQUIREMENTS:
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

EEO STATEMENT:
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.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http :// www.uscis.gov/e-verify/employees

DISCLAIMER:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

My Profile

Create and manage profiles for future opportunities.
Go to Profile

My Submissions

Track your opportunities.
My Submissions

Similar Listings

Part-Time Customer Service Representative

Mansfield, Massachusetts, United States

📁Sales & Marketing Support

Requisition #:170009GB

Customer Service Supervisor

Mansfield, Massachusetts, United States

📁Sales & Marketing Support

Requisition #:170007QN

Sr. Meeting Planner - Medical Education

Minneapolis, Minnesota, United States

📁Sales & Marketing Support

Requisition #:17000AFV

View More Listings var jsQueue = $LAB // load and initialize jQuery (local or google cdn) .script('/jquery/jquery-1.8.3.min.js') .wait(function() { j$ = jQuery.noConflict(); window.FB = false; }) // load all global plugins .script("/plugins/jquery-ui-1.10.3.custom.min.js") .script("/plugins/json2.js") .script("/plugins/bootstrap/bootstrap-popover.js") .script("/plugins/jquery.colorbox.min.js") .script("/plugins/jquery.easing.1.3.js") .script("/plugins/jquery.history.js") .script("/plugins/jquery.detectmobilebrowser.js").wait() .script("/plugins/chosen.jquery.js") .script("/plugins/jquery.validate.js") .script("/plugins/ZeroClipboard.js") .script("/plugins/sanitize.js") // For contenteditable usability .script("/sha1.js") .script("/social_api.js") .wait(function(){ j$.easing.def = "easeInOutQuint"; j$.validator.setDefaults({ messages: { required: "This field is required.", remote: "Please fix this field.", email: "Please enter a valid email address.", url: "Please enter a valid URL.", date: "Please enter a valid date.", dateISO: "Please enter a valid date (ISO).", number: "Please enter a valid number.", digits: "Please enter only digits.", creditcard: "Please enter a valid credit card number.", equalTo: "Please enter the same value again.", accept: "Please enter a value with a valid extension.", maxlength: $.validator.format("Please enter no more than {0} characters."), minlength: $.validator.format("Please enter at least {0} characters."), rangelength: $.validator.format("Please enter a value between {0} and {1} characters long."), range: $.validator.format("Please enter a value between {0} and {1}."), max: $.validator.format("Please enter a value less than or equal to {0}."), min: $.validator.format("Please enter a value greater than or equal to {0}.") } }); })// do not end with ";" .script("/plugins/jquery.jscrollpane.min.js") .script("/jquery/jquery.autosize-min.js") .script("/plugins/jquery.uploadify-3.1.min.js") // add page specific plugins and utilities here: .wait() // do not remove // add global custom functions to the queue .script("/desktop.js?v="+TVAPP.property.version_num).wait() .script("/changePassword.js?v="+TVAPP.property.version_num) .script("/user.js?v="+TVAPP.property.version_num) .script("/login.js?v="+TVAPP.property.version_num) .script("/modal.js?v="+TVAPP.property.version_num) .script("/rfl.apply.js?v="+TVAPP.property.version_num) .script("/persona.js?v="+TVAPP.property.version_num) .script(function() { return (TVAPP.property.fb ? "/facebook/facebook_app.js?v="+TVAPP.property.version_num : null); }) .script("/facebook_status_post.js?v="+TVAPP.property.version_num) .wait(function(){ TVAPP.pageInit(); TVAPP.stateOnLoad(); j$(document).trigger('globalJSLoaded'); })// do not end with ";" // add page specific custom scripts here: .script("/video.js?v="+TVAPP.property.version_num) .script("/referral.js?v="+TVAPP.property.version_num) .script("/job_details.js?v="+TVAPP.property.version_num); // always end with ";"

· Job Search
· Help
· Sitemap
© var d = new Date().getYear(); document.write((d Medtronic. All rights reserved.

Change Begins With You

We look for bold ideas and fresh insights - that's what drives innovation. Come drive the future of healthcare with us.

Engineering

The opportunity to invent. The benefit of joining a leader. The power to improve lives. You’ll find all that and more here.
Learn More

Sales

Bring life-changing solutions to those who need them. Be rewarded for rewarding work.
Learn More

Regulatory

Challenge us in our challenge to make global healthcare more affordable and accessible. Your insight and oversight will help us create solutions that change the world.
Learn More

Read About The
Medtronic Mission.

Our mission “to alleviate pain, restore health, and extend life” is more than a statement. It’s a belief that our employees live every day.
Learn More

EMPLOYEE STORY:
ENGINEERING

Alyse is an Engineering Program Manager for Neuromodulation in Minneapolis, Minnesota.
Learn More

WONDERING ABOUT
WORKING AT
MEDTRONIC?

Our employees come from varied backgrounds with a common goal—changing lives.
Learn More

We value what
makes you
unique.

Join us, and bring the power of your unique point of view to our culture of collaboration and innovation.
Learn More

“The mission to improve access to healthcare globally is something we are all very proud to work hard toward achieving. Great people, fun atmosphere, big city salaries. The CEO is fantastic - he is a very clear communicator of the mission and is truly dedicating his life to achieving it.”
“Smart and committed coworkers. Mission driven. Good benefits. Good long term career opportunities. Company is large enough that you can always find interesting projects to work on.”
“Knowing that everyday your work helps to save lives makes it great place to work. Training on lean practices, quality and other. Excellent peers.”
0 0 0
0 0 0

WORKING AT
MEDTRONIC

Be part of one of the world’s leading medical technologies and solutions companies.

· Our Culture
· Employee Stories
· Career Growth
· Student Opportunities
· Diversity & Inclusion
· Compensation and Benefits
· Applicant Help

· Facebook
· Twitter
· Youtube
· LinkedIn

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.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here .

· Medtronic.com
· EEO Policy Statement
· Privacy Statement
· Terms of Use
· Contact

var vMinLength = "6"; var vMaxLength = "30"; var vMinNonAlpha = "0"; var vUpperLowerRequired = "false"; var vMinLengthErrTxt = "Minimum number of characters in password is"; var vMaxLengthErrTxt = "Maximum number of characters in password is"; var vMinNonAlphaErrTxt = "The password must contain at least"; var vNoChangePassword = "Please fill in your new password."; var vUpperLowerRequiredErrTxt = "The password must contain at least one uppercase letter
and at least one lowercase letter."; var vNoPasswordSpace = "No spaces."; // Special groups for clients who have aditional requirements var vSpecialGroup1 = ""; var vMinSpecialGroup1 = ""; var vMinSpecialGroup1ErrTxt = "You need 1 of the following characters []."; var vSpecialGroup2 = ""; var vMinSpecialGroup2 = ""; var vMinSpecialGroup2ErrTxt = "You need 1 of the following characters []."; var vSpecialGroup3 = ""; var vMinSpecialGroup3 = ""; var vMinSpecialGroup3ErrTxt = "This is where you set the error given by special group #3"; // Error Messages - optional var vErrHeaderDefault = "Please conform to the following criteria:
"; //var vErrFooterDefault = "FieldError.PasswordErrorFooter"; var vNoLoginPasswordTxt = "Please type in your existing password."; var vJSDictCharacters = "characters."; // " characters." var vJSDictNumber = "non-alphabet character."; // " number." var vJSDictNumbers = "non-alphabet characters."; // " numbers." //"Please make sure that both of your new passwords match." var vJSDictEquality = "Passwords must match."; var vErrSubmitForm = "There was a problem submitting the form:"; // Error messages for registration page checks var vRequiredField = "Please fill in this field."; var vAtLeast = "Length must be at least "; var vValidDateRequired = "Please fill in a valid date in this field using the format mm/dd/yyyy."; var vEmailNotFormattedCorrectly = "Please provide a valid e-mail (e.g. "; var vEmailDoesNotMatchConfirm = "Your FieldMap.Member.email and FieldMap.Member.emailConfirm do not match."; var vNoConsent1 = "Please agree to the Privacy Policy."; var vNoConsent2 = "Please agree to the Terms of Service."; var vNoConsent = "Please agree to the Terms of Service."; var vAuth1or2Required = "To verify your account, please fill out FieldMap.Member.mb_auth.auth_info1 or FieldMap.Member.mb_auth.auth_info2 with at least 4 characters."; var vRegistrationSubmit = "FieldError.RegistrationSubmit";
function setGaRelationship() { var ga_relationship_name = 'unaffiliated'; return ga_relationship_name; } function setGaReferrer(){ var ga_referrer_relationship; ga_referrer_relationship = 'No referrer'; return ga_referrer_relationship; } var _gaq = _gaq || []; var ga_relationship = setGaRelationship(); var ga_referrer = setGaReferrer(); _gaq.push(['_setAccount', 'UA-77302915-1']); // Site Specific Tracker _gaq.push(['_setVar',"Relationship: " + ga_relationship + " | " + ga_referrer]); _gaq.push(['_setCustomVar',1,'Relationship',ga_relationship,3]); _gaq.push(['_setCustomVar',2,'Referrer',ga_referrer,3]); _gaq.push(['_trackPageview', window.location.pathname]); _gaq.push(['aggregate._setAccount', 'UA-19128950-12']); // Aggregate Tracker _gaq.push(['aggregate._setDomainName', '.selectminds.com']); _gaq.push(['aggregate._setVar',"Relationship: " + ga_relationship + " | " + ga_referrer]); _gaq.push(['aggregate._setCustomVar',1,'Relationship',ga_relationship,3]); _gaq.push(['aggregate._setCustomVar',2,'Referrer',ga_referrer,3]); _gaq.push(['aggregate._trackPageview', window.location.pathname]); var ga_alert = ""; if(ga_alert == "yes") { alert('Page View: ' + window.location.pathname + ' | Relationship: ' + ga_relationship + ' | Referrer: ' + ga_referrer); } (function() { var ga = document.createElement('script'); ga.type = 'text/javascript'; ga.async = true; ga.src = (' https:' == document.location.protocol ? ' https://ssl' : ' http://www') + '.google-analytics.com/ga.js'; var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(ga, s); })(); function asTrackPageview(url_name) { var ga_relationship_name = setGaRelationship(); var ga_referrer_relationship = setGaReferrer(); _gaq.push(['_setCustomVar',1, 'Relationship', ga_relationship_name, 3 ]); _gaq.push(['_setCustomVar',2, 'Referrer', ga_referrer_relationship, 3 ]); _gaq.push(['_setVar',"Relationship: " + ga_relationship_name + " | " + ga_referrer_relationship]); _gaq.push(['aggregate._setCustomVar',1, 'Relationship', ga_relationship_name, 3 ]); _gaq.push(['aggregate._setCustomVar',2, 'Referrer', ga_referrer_relationship, 3 ]); _gaq.push(['aggregate._setVar',"Relationship: " + ga_relationship_name + " | " + ga_referrer_relationship]); if(ga_alert == "yes") { alert('Page View: ' +url_name + ' | Relationship: ' + ga_relationship_name + ' | Referrer: ' + ga_referrer_relationship); } _gaq.push(['_trackPageview', url_name]); _gaq.push(['aggregate._trackPageview', url_name]); //alert("Tracking Page: " + url_name); } function asTrackEvent(category, action, opt_label) { var ga_relationship_name = setGaRelationship(); var ga_referrer_relationship = setGaReferrer(); if(ga_alert == "yes") { alert('Event: ' +category +"."+ action +"."+ opt_label + ' | Relationship: ' + ga_relationship_name + ' | Referrer: ' + ga_referrer_relationship); } _gaq.push(['_trackEvent', category, action, opt_label]); _gaq.push(['aggregate._trackEvent', category, action, opt_label]); // alert("Tracking Event: " + category + " | " + action + " | " + opt_label); }

1 0

Desired profile

BASIC QUALIFICATIONS:
· Experience in a service-oriented role
· Exposure to performance measurement, continuous improvement (lean / six-sigma)
· Excellent verbal and written communications with internal and external stakeholders
· Ability to build relationships with partners from diverse backgrounds
· Ability to work in a cross-functional matrixed environment, and adapt to shifting priorities
· Ability to work in a highly autonomous role
· Domestic and International travel required 10-15%. Travel may exceed 25% in the first year.