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** Medtronic is working to improve how healthcare addresses the needs of more people, in more ways and in more places around the world. As one company, we can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. This is the ideal opportunity to join us and be part of our commitment to the health of others. Patient Services Supervisor will be required to lead WeCare Product Support Team, support employees, customers and business partners, contribute to the business planning process and deliver objectives aligned with the WeCare Patient Service and overall Diabetes and OUs (Operation Units) goals. You will also implement process and other improvements and influence cost savings strategies that result in significant savings for Medtronic as well as a better service for Medtronic customers, pursue and cultivate business relationships, partnerships and alliances internally, externally and virtually. The role will require high responsibility for people management of dedicated direct reports, leading, motivating and developing employees and building a strong and effective team, including performance review, feedback and coaching, quality assurance and direct reports administrative management in company HR business system. It’s expected that good collaboration will be established with the CEMA WeCare Manager, WeCare EMEA Extended Leadership Team, Training & Quality and Quality & Compliance teams and other departments in line with WeCare work and Medtronic cooperation. The role will be based in Prague and report to the WeCare Patient Service Hub Manager. You will work with the Prague Leadership Team on a hybrid basis (2 days in Prague’s office). **Responsibilities may include the following and other duties may be assigned:** + Plan, design and execute operational excellence in inbound and outbound calls, emails, administrative and customer-facing aspects of Patient Service, including cooperation with our service partner. + Lead, motivate and build a high performing, effectively working team by coaching and mentoring the Product Support Helpline agents on a regular basis and lead performance conversations. + Oversee and support the implementation of enabling technology. Maintain and develop a process library (knowledgebase) and documented procedures database. Anticipate, recognize and clearly define problems using various techniques to systematically analyse/weigh alternatives and propose solutions. + Provide accurate feedback, data and support accurate forecast, annual and longer-range operational plans and strategy and negotiate them with OU. Use insight into customer behaviour and lever operational efficiency to achieve KPIs. + Ensure that WeCare Patient service is experienced by our customers as accelerated and high quality. Respond to and prioritize customer facing situations, events and campaigns. + Manage the continual introduction of technology to automate administration, data handling and create more time for customer focus. Create and analyse daily/weekly/monthly reports and share them with various stakeholders. + Work with the EMEA Transformation team (as appropriate) to align system processes and procedures both locally and across EMEA. Deliver briefings and support the WeCare Hub Manager in preparing the daily, weekly, monthly and quarterly Plan-Do-Review meetings. **Required Knowledge and Experience:** + Proven understanding of customer needs; service and result-oriented approach with good business acumen. + Demonstrated operations management skills including work distribution, shift and workflow design, demand-capacity modelling, productivity analyses and improvement, process improvement, grade of service management. + Personal responsibility for learning and self-development; being comfortable with continuous change (e.g. IT improvement, new service concept, mobilizing commitment). + Excellent communication, change management and people management skills (especially motivating teams, mobilizing commitment). + Ability to communicate and report upwards effectively, including preparation of budgets and change requests supported by clear business/investment cases. **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 90,000+ 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 (http://www.medtronic.com) **Welcome to our new Careers Site!** **If you applied before July 22nd, please check your email for a notification from us providing you with instructions and a link to set up your new account and retain access to your current activity. If you do not see an email from us, please feel free to proceed with creating a new account.** 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 90,000+ 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. **We change lives** . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives. **We build extraordinary solutions as one team** . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough. **This life-changing career is yours to engineer** . By bringing your ambitious ideas, unique perspective and contributions, you will… + **Build** a better future, amplifying your impact on the causes that matter to you and the world + **Grow** a career reflective of your passion and abilities + **Connect** to a dynamic and inclusive culture that welcomes the challenge of life-long learning These commitments set our team apart from the rest: **Experiences that put people first** . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need. **Life-transforming technologies** . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms. **Better outcomes for our world** . Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls. **Insight-driven care** . Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities. For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support. This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here (https://www.e-verify.gov/employees) . For updates on job applications, please go to the candidate login page and sign in to check your application status. If you need assistance completing your application please email AskHR@medtronic.com To request removal of your personal information from our systems please email RS.HRCompliance@medtronic.com