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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service management, operational performance analysis, and team leadership within regulated industries. Proficient in implementing process improvements and ensuring compliance with quality standards and regulatory requirements.
Highest-signal resume keywords
Customer Service ManagementOperational Performance AnalysisTeam LeadershipProcess Improvement MethodologiesBilingual Communication (English, French)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OperationsService SupportPerformance ManagementComplex Issue ResolutionOperational PrioritizationData AnalysisContinuous ImprovementCoaching and Mentoring
Soft Skills
CollaborationAccountabilityCustomer Focus
Tools & Technologies
ERP SystemsCRM SystemsSAPSalesforce
Industry Keywords
HealthcareMedical TechnologyTechnical ServicesRegulated Industry
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Lead, support, and develop a team of Customer Service Representatives and Specialists to deliver high-quality customer support and achieve performance targets.
- Oversee and manage daily operations, resource allocation, service levels, and key performance indicators.
- Manage complex customer escalations and ensure their prompt resolution in collaboration with internal and external stakeholders.
- Collaborate with Service and Repair teams and cross-functional departments to ensure alignment of operational requirements and customer service processes.
- Promote accountability, customer focus, and continuous improvement through performance management and coaching.
- Lead the implementation and adoption of process improvements, system enhancements, and organizational change initiatives.
- Analyze operational performance data, identify improvement opportunities, and implement corrective actions.
- Ensure compliance with quality standards, regulatory requirements, audit expectations, and company policies.
Requirements
What you’ll need- Bachelor’s degree and at least 4 years of experience in customer service, customer operations, service support, or a customer-focused operational environment; or an advanced degree (Master’s or equivalent) with at least 2 years of experience.
- Experience managing customer escalations, resolving complex issues, and handling multiple operational priorities simultaneously.
- Experience analyzing operational performance metrics and implementing solutions to improve service delivery.
- Professional fluency in English and French, plus at least one additional European language.
- Experience collaborating with multiple stakeholder groups at different organizational levels and across various functions.
- Previous team management experience, including direct people management, team supervision, or responsibility for performance management.
- Experience leading projects, coordinating operational activities, or serving in a subject matter expert role.
- Experience with continuous improvement methodologies, operational excellence initiatives, or process optimization projects.
- Experience coaching, mentoring, or supporting employees’ professional development.
- Experience in healthcare, medical technology, technical services, or another regulated industry.
- Experience using ERP, CRM, or service management systems such as SAP, Salesforce, or similar platforms.
Benefits
Comp & perks- Competitive salary and flexible benefits package
- Wide range of benefits, resources, and competitive compensation plans designed to support every career and life stage
- Short-term incentive called the Medtronic Incentive Plan (MIP)
- Flexible work arrangement