Strategic customer operations specialist

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 Life

Medtronic’s Customer Care & Order Operations function has an opportunity for a Strategic Customer Operations Associate to join the team and play a key role in supporting the delivery of an exception customer experience across the Order to Cash (OTC) process. In this role you will own the operational part of the account relationship, focusing on overall performance management to offer solutions for a differentiated and enhanced Customer Experience including but not limited to order management & delivery solutions.

Based in Sydney and reporting to the Senior Strategic Customer Operations Lead, your role will act as the single point of contact for customers operational partnerships and be the conduit for the customer into Medtronic’s Global Operations & Supply Chain, signalling customer issues as opportunities for improvement and building a platform for partnership and growth.

This is an exciting opportunity for an individual who enjoys a role with scope for varied tasks, has a process improvement mindset and thrives in engaging with different stakeholder groups to deliver a superior Customer Experience.

Primary Responsibilities

• Responsible (end-to-end) for the operational Order to Cash (OTC) performance with segmented accounts; this includes a personalized touch towards key customers.
• Act as a key operational contact for assigned Enterprise Accounts, coordinating with internal teams to resolve OTC-related queries.
• Monitor and report on operational performance metrics, including open orders, backorders, deliveries, returns, and disputes.
• Identify improvement areas (e.g. price discrepancies, split deliveries, back-order etc.), root causes and drive improvements. Partner with internal stakeholders on identifying and executing on business opportunities and/or service improvements (e-business, default delivery services, etc).
• Prepare regular customer updates and operational reports, ensuring clear and proactive communication.
• Work closely with Customer Service, Supply Chain, Warehouse, Finance, and Sales teams to facilitate timely issue resolution.
• Assist with continuous improvement initiatives aimed at enhancing operational efficiency and customer experience.
• Maintain accurate records and support process compliance across customer-facing operations.
• Escalate emerging risks, service concerns, and customer issues where appropriate.

Required Qualifications

• High school certificate (Year 12) is minimum education requirement
• 2 years relevant experience in customer service or technical support.

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.

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• Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses.
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• 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 & 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).