Customer Care & Order Operations Vietnam Lead

Job description

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. A Day in the LifeAt 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. We’re a mission-driven leader in medical technology and solutions with a legacy of integrity and innovation. We are working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As a company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people in our teams. This is the ideal opportunity to join us and be part of our commitment to the health of others. Whatever your specialty or ambition is, you can make a difference at Medtronic – both in the lives of others and in your career. We currently have an excellent opportunity as Customer Care & Order Operations Vietnam Lead – an exciting and fast-growing healthcare market where we aspire to become a $ 200M business. We are leading innovators in Medical Technologies, relentlessly focused on improving patient outcomes and setting new standards of care by partnering with providers to deliver disruptive solutions, increase global access, and empower patients to take ownership of their healthcare. We provide the environment to shape the Industry and this role will give an opportunity to maintain our leadership position though our innovative solutions. The ideal candidate will Lead strategic direction and operational management for Vietnam Customer Care & Order Operations (CCOO) with goal to exceed overall customer service expectations, and fulfil MDT goals for Service, Cost, Quality, Inventory, Revenue, OHS and ID&E. This role is responsible for order management, Field Inventory, Go-direct/Forward Stocking Location activity management, Order to Cash program management & deployment with focus on transactional and non-clinical customers. Responsibilities may include the following and other duties as assigned: Contribute to channel, Go-direct and Offer to Cash strategy, linking in with APAC & SEA Customer Care & Order Operations strategy within Vietnam CC & OO team Key Business partner in Vietnam CCOO org, orchestrating end to end offer to cash journey to deliver seamless transactional customer experience Efficient operational performance and resource deployment Deploy standards (systems, processes, tools) within Vietnam Deliver on regional and Global Customer Care annual goals & objectives Close partnership with commercial organizations (SAM, OU’s) to enable Vietnam Revenue targets Orchestrate end to end customer order fulfilment process working with GSC functions: Demand Planning, Supply Network and DRP Planning, Deliver Operations, Trade Operations Close partnerships with the Customer Care COE’s on the creation of global standards GO&SC for supply and visibility of inventory and supply recovery Quality – ensure all quality processes are followed and adhered to Finance – ensure financial targets are achieved with compliance to all financial policies HR- ensure attraction and retention of talent Required Knowledge and Experience: MBA (Operations Management preferred) Mandatory: Bachelor’s degree in business, economics or engineering 7+ years of Supply chain, Customer service experience, 3+ years in leadership roles managing a team Ability to cultivate an environment focused on customer satisfaction through building productive external and internal relationships Ability to build strong partnerships across the organization and influence strategy and decision making. Ability to analyze customer needs through soliciting, evaluating and acting on customer feedback Ability to navigate a highly matrixed organization Ability to attract, retain and develop a highly skilled workforce 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. ‌ Recruitment Fraud Alert We are aware of phishing scams targeting job seekers. Please keep the following in mind: Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate. If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments. If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at AskHR@medtronic.com. ‌ Benefits & CompensationMedtronic 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).