Senior Manager, Commercial Transformation & Customer Experience

📌 Core Information

🔹 Job Title: Senior Manager, Commercial Transformation & Customer Experience

🔹 Company: Medtronic

🔹 Location: Jacksonville, Florida, United States

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: April 2, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Remote OK

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Leading and executing Commercial Transformation (CTx) initiatives within the ENT commercial organization.
• Proactively developing innovative solutions to address emerging challenges.
• Enhancing CRM and Physician Relationship Management (PRM) systems for operational effectiveness.
• Facilitating cross-functional alignment to deliver a seamless customer experience.

ASSUMPTION: This position is a leadership role, focusing on strategic alignment and operational improvements in customer experience and commercial processes.

📋 Key Responsibilities

✅ Drive execution of commercial transformation projects as directed by leadership.

✅ Proactively identify, design, and implement new solutions that address challenges and improve business outcomes.

✅ Collect, analyze, and interpret data to generate actionable insights that enhance operational efficiency.

✅ Evaluate and improve Customer Relationship Management (CRM) and Physician Relationship Management (PRM) systems.

✅ Serve as the liaison between sales, marketing, customer support, and other departments to ensure cohesive strategies.

✅ Oversee the accuracy and integrity of healthcare provider (HCP) listings within the Physician Finder product.

ASSUMPTION: The Senior Manager will need strong project management skills to coordinate cross-departmental initiatives effectively.

🎯 Required Qualifications

Education: Bachelor’s degree required, advanced degree preferred.

Experience: Minimum of 7 years of relevant experience, or 5 years with an advanced degree.

Required Skills:

• Business Analytics
• Process Optimization
• CRM/PRM Enhancement

Preferred Skills:

• Salesforce CRM & PRM System Knowledge
• Problem-Solving & Strategic Thinking

ASSUMPTION: Candidates should exhibit a strong background in analytics and strategic transformation, particularly within CRM systems.

💰 Compensation & Benefits

Salary Range: $136,800.00 - $205,200.00 USD annually, plus eligibility for the Medtronic Incentive Plan (MIP).

Benefits:

• Health, Dental, and Vision Insurance
• Retirement Plans with Employer Match
• Tuition Assistance and Reimbursement Programs

Working Hours: Standard 40-hour work week with potential overtime to meet organizational goals.

ASSUMPTION: Compensation is competitive, reflecting the leadership nature of the role and Medtronic's position as a market leader in healthcare technology.

📌 Applicant Insights

🔍 Company Context

Industry: Medical Equipment Manufacturing - a rapidly evolving industry focusing on innovative healthcare solutions.

Company Size: 10,001+ employees, providing vast resources and stability.

Founded: Not specified.

Company Description:

• A global leader in healthcare technology.
• Focused on solving the world's most challenging healthcare problems.
• Mission-driven to alleviate pain, restore health, and extend life.

Company Specialties: Not specified.

Company Website: http://www.medtronic.com

ASSUMPTION: Medtronic's mission-driven culture is likely appealing to professionals who are motivated by meaningful work and innovation.

📊 Role Analysis

Career Level: Senior management position requiring strategic vision and leadership skills.

Reporting Structure: Reports to upper management and collaborates with cross-functional teams.

Work Arrangement: Primarily on-site but open to remote for highly qualified individuals.

Growth Opportunities:

• Leading strategic initiatives at the forefront of healthcare transformation.
• Opportunity to develop and implement innovative solutions with cross-functional impact.
• Potential for career advancement within a large, dynamic organization.

ASSUMPTION: This role offers significant professional development opportunities within a top-tier global company in the medical technology sector.

🌍 Location & Work Environment

Office Type: Corporate office environment with a focus on collaboration and innovation.

Office Location(s): Jacksonville, Florida, with potential remote work option.

Geographic Context:

• Jacksonville offers a growing business community with a strong healthcare presence.
• Home to diverse cultural and recreational activities.
• Favorable climate and affordable living costs compared to other major U.S. cities.

Work Schedule: Typically Monday to Friday, but flexible to meet project demands.

ASSUMPTION: The work environment is likely supportive and dynamic, encouraging innovation and cross-departmental engagement.

💼 Interview & Application Insights

Typical Process:

• Submit an application via the company website or job portal.
• Initial HR screening call.
• Technical and behavioral interviews with department heads.

Key Assessment Areas:

• Strategic thinking and problem-solving abilities.
• Experience with CRM and PRM systems.
• Stakeholder management and leadership skills.

Application Tips:

• Highlight relevant experience in transformation and customer experience.
• Demonstrate strategic impact through past projects.
• Showcase familiarity with Salesforce and other CRM systems.

ATS Keywords: Business Analytics, Process Optimization, CRM Enhancement, Cross-Functional Collaboration.

ASSUMPTION: Candidates should prepare to discuss their experience with process improvements and strategic initiatives in detail during interviews.

🛠️ Tools & Technologies

• Salesforce CRM
• Data Analytics Tools
• Project Management Software

ASSUMPTION: Proficiency in Salesforce and data analytics tools would significantly benefit candidates given the job's emphasis on CRM enhancements and operational optimization.

👔 Cultural Fit Considerations

Company Values:

• Innovation and exploration
• Compassionate healthcare access
• Collaboration and inclusion

Work Style:

• Collaborative and team-oriented
• Innovative and idea-driven
• Customer-focused with dedication to service excellence

Self-Assessment Questions:

• How have I led transformation initiatives in my past roles?
• What innovative solutions have I developed to enhance CRM systems?
• How do I manage cross-departmental collaboration effectively?

ASSUMPTION: Candidates must align with Medtronic's values around innovation and healthcare excellence to thrive in this cultural environment.

⚠️ Potential Challenges

• Balancing strategic vision with operational execution.
• Driving change in a large, complex organization.
• Ensuring alignment among diverse stakeholders.
• Navigating healthcare regulations while innovating.

ASSUMPTION: Managing stakeholder expectations and ensuring cohesive strategies may present challenges due to the role's strategic nature.

📈 Similar Roles Comparison

• Project management and strategic roles in other large healthcare companies.
• Customer experience leadership roles in technological firms.
• CRM enhancement roles in diverse sectors supporting large-scale transformations.

ASSUMPTION: The role is comparable to senior management in customer experience or transformation departments across industries with customer-centric values.

📝 Sample Projects

• Leading a complete overhaul of CRM systems to enhance customer engagement.
• Developing a cross-functional initiative to streamline customer support processes.
• Implementing data-driven strategies to identify new market opportunities.

ASSUMPTION: Projects may involve extensive cross-departmental coordination and data analysis to achieve strategic goals.

❓ Key Questions to Ask During Interview

• How does the organization measure the success of customer experience initiatives?
• What are the main challenges this role will address in the first 12 months?
• How is the role expected to evolve over the next few years?
• What is the team's current structure and how does collaboration typically occur?
• Can you describe a successful transformation project recently undertaken by the team?

ASSUMPTION: Candidates should inquire about specific KPIs and the strategic focus of the transformation efforts to understand their potential impact and expectations.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Include a detailed resume highlighting relevant transformation projects and CRM experience
• Prepare a cover letter that links your personal career goals with Medtronic's mission
• Expect a potential HR interview followed by technical discussions with department leads
• Follow up with thank-you notes post-interview to reinforce interest and fit

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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