Customer Care Manager

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**:We’re a mission-driven leader in medical technology and solutions with a legacy of integrity and innovation. Work with us to incentivize better patient care, and partner across the industry to make healthcare more affordable and accessible. Be a part of a community of experts committed to ensuring quality, affordable healthcare worldwide.

The Customer Service Manager will be responsible for leading and managing the customer service team to ensure an exceptional experience for our customers. This role involves overseeing the daily operations of the department, developing strategies to improve customer satisfaction, and collaborating with other departments to resolve issues and enhance processes. This will be a hybrid position based in Bogotá.

**Responsibilities may include the following and other duties may be assigned**:

- Supervise and direct the customer service team, ensuring performance and quality objectives are met.
- Develop and implement customer service policies and procedures.
Monitor and analyze customer service performance metrics and prepare reports for senior management.
- Resolve complex customer issues and handle complaints effectively.
Collaborate with other departments to improve the customer experience and optimize internal processes.
- Train and develop the customer service team staff.
- Leads and directs one or more project teams engaged in global initiatives across functional and regional organizations
- Develops and manages all facets of the project(s) from intake through implementation and closure

**Required Knowledge and Experience**:

- Bachelor’s degree in business administration or a related field
- Minimum of five years of experience in customer service, managing operations and process execution
- Excellent communication, presentation, and leadership skills
- Proficient in English, both verbal and written communication skills
- Previous experience leading high-volume outbound call center teams
- Experience with KPIs and reporting
- Experience supporting customer-facing situations
- Excellent customer service skills

**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.

**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.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

**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.