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 look for leaders who have a clear vision of where we are going and how to get there, bold inclusive thinkers who create new ideas and bring our best solutions forward to benefit our patients, business partners, and customers.

The Senior Customer Service Manager will lead the Customer Service and Order Management operations for the APAC regions within the Shared Services Center in the Philippines.

Responsibilities may include the following and other duties may be assigned.

Operational Leadership

• Oversee day-to-day operations in the areas of Order Management, Customer Service, and Front Office functions.

• Ensure consistent delivery of KPIs, SLA compliance, and customer satisfaction through rigorous performance management.

• Serve as the primary escalation point for internal stakeholders and local teams in the region.

People & Team Development

• Lead, coach, and develop a diverse team of Managers or/and Senior Supervisors, fostering a culture of ownership, accountability, and growth.

• Drive employee engagement, talent retention, and succession planning across the region.

• Create leadership depth and readiness by mentoring next-level leaders.

Transformation & Standardization

• Identify and implement process improvements, best practice sharing, and automation opportunities in collaboration with the Continuous Improvement team.

• Drive consistency and standardization across regions to reduce variation and increase scalability.

• Champion digital tools, systems, and workflow enhancements to support operational maturity.

Required Knowledge and Experience:

• Bachelor’s Degree in Business Management or in any discipline required; or MBA preferred

• Minimum 10–12 years of experience in shared services/BPO operations, or global service delivery roles, with at least 6-8 years in a people leadership capacity

• Experience working in medical device, healthcare, or regulated industries preferred

• Experience in customer service, order-to-cash, or supply chain operations

• Familiarity with ERP systems (SAP), workflow tools, and service delivery automation platforms

• Proven track record in managing cross-functional or regional teams with measurable performance improvement

• Strong analytical skills and operational acumen; able to interpret data and translate it into actionable plans

• Excellent leadership, coaching, and stakeholder engagement skills

• Demonstrated experience in driving transformation using frameworks such as Lean, Six Sigma, and other continuous improvement methodologies to enable operational scalability, eliminate inefficiencies, and build a culture of data-driven decision making.

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.
 

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