Please be informed that this is not an active vacancy but part of Medtronic's ongoing effort to build a strong pipeline of talented professionals for future opportunities within our Operations Support & Process Excellence team. As these roles open regularly, we continuously review applications to identify strong matches. If your profile aligns with upcoming needs, you may be invited to join our Medtalent community and/or be contacted directly when a suitable role becomes available.
Join our Medtronic Order Operations team and help redefine how medical technology reaches patients across Western Europe. In our evolving Specialized Services environment, you will drive operational excellence, improve process quality, and directly support our Mission to patients.
Customer Care is evolving into a specialist organization where operational excellence, process expertise and continuous improvement come together to create greater value for patients, customers and business partners.
As a Process Excellence Specialist, you are recognized as a subject matter expert within your specialist domain. You combine deep operational knowledge with analytical thinking and continuous improvement methodologies to strengthen end-to-end Offer-to-Cash processes across our Spinal and Aortic Operating Units.
Working closely with Operating Units, Sales, Customer Care Shared Service Centers, Supply Chain, Finance, Logistics and Quality, you act as a trusted operational partner and subject matter expert, translating business needs into scalable operational solutions and sustainable process improvements. Through strong stakeholder partnerships, you influence operational performance, simplify complex workflows and improve process governance across multiple EMEA countries.
Beyond operational excellence, you play a key role in shaping the future operating model by driving standardization, digitalization, automation, AI-enabled workflows and self-service adoption. Your expertise helps transform operational insights into sustainable solutions that strengthen customer experience, operational performance and organizational capability.
If you enjoy solving complex operational challenges, influencing strategic improvements without formal authority and helping shape the future of Customer Care, this role offers an exciting opportunity to make a meaningful impact within a highly international environment.
Following your full-time onboarding at our Heerlen office, this hybrid position requires office presence for 3–4 days per week, depending on your country of residence (Netherlands, Belgium or Germany). Please note that relocation support is not provided.
A Day in the Life
As a Process Excellence Specialist, you provide specialist expertise across assigned Offer-to-Cash process domains, ensuring operational stability, process governance and continuous improvement across multiple EMEA countries.
Your day combines operational monitoring, analytical problem solving, stakeholder partnership and continuous improvement. You monitor process performance and KPI trends, investigate complex operational issues, distinguish root causes from symptoms and collaborate with cross-functional stakeholders to implement sustainable improvements.
Using your expertise in SAP, operational workflows and end-to-end Order-to-Cash processes, you identify opportunities to standardize processes, reduce variation and improve operational performance. You support governance by maintaining process documentation, strengthening knowledge management and ensuring consistent process execution across the organization.
You build trusted relationships with Operating Units, Sales and internal stakeholders by acting as a strategic operational partner. Rather than simply resolving today's issues, you identify recurring themes, challenge existing ways of working and translate operational insights into long-term improvements that create value for both the business and our customers.
You continuously anticipate future operational needs by identifying opportunities to strengthen digital capabilities, improve process maturity and increase touchless execution across the customer journey.
Beyond daily operations, you actively shape the future of Customer Care by identifying opportunities for automation, AI-enabled workflows and touchless processing. You promote self-service adoption, coach colleagues on standardized processes and contribute specialist expertise that enables a more scalable, efficient and future-ready organization.
Responsibilities may include the following and other duties may be assigned:
- Act as the recognized subject matter expert for assigned Offer-to-Cash process domains across multiple EMEA countries.
- Monitor operational performance, workflows and KPI trends to proactively identify risks, bottlenecks and improvement opportunities.
- Analyze complex operational issues, distinguish root causes from symptoms and implement sustainable improvements using Lean Six Sigma and DMAIC methodologies.
- Develop and maintain expert knowledge of end-to-end Offer-to-Cash processes, SAP, Customer Interaction Center (CIC) and support operational systems.
- Drive process governance, standardization and operational excellence by developing and maintaining process documentation, work instructions and knowledge management.
- Build trusted partnerships with Operating Units, Sales, Customer Care Shared Service Centers and enabling functions, acting as a strategic operational advisor for assigned process domains.
- Translate operational insights and stakeholder feedback into scalable process improvements, automation opportunities and future AI-enabled solutions.
- Lead or contribute to cross-functional strategic initiatives and transformation projects that strengthen operational excellence, customer experience and future organizational capability.
- Represent the function in regional projects, governance forums and business discussions as the recognized subject matter expert for assigned process domains.
- Promote the adoption of digital solutions, self-service capabilities and automation by coaching stakeholders towards the most effective and standardized ways of working.
- Influence operational decisions through specialist expertise, data analysis and evidence-based recommendations while effectively working without formal authority.
- Coach colleagues share specialist knowledge and strengthen organizational capability through collaboration, knowledge transfer and continuous learning.
- Promote a culture of operational excellence, innovation, ownership and continuous improvement.
Required Knowledge and Experience:
- Bachelor's degree or equivalent professional experience.
- Recognized specialist expertise in Customer Care, Operations, Supply Chain, Operational Excellence, Process Excellence and/or Continuous Improvement.
- Strong understanding of end-to-end Offer-to-Cash processes, SAP and operational workflow management.
- Proven experience in operational monitoring, KPI analysis, process governance and operational excellence
- Demonstrated experience applying Lean Six Sigma, DMAIC and structured problem-solving methodologies to deliver sustainable business improvements.
- Strong analytical skills with the ability to translate operational data into actionable insights and strategic recommendations.
- Demonstrated ability to influence stakeholders, build trusted partnerships and drive improvements without formal authority.
- Experience developing process documentation, knowledge management and standardized ways of working.
- Demonstrated ability to leverage digital technologies, automation and AI to improve operational performance and support continuous improvement initiatives.
- Demonstrated experience leading or contributing to cross-functional strategic initiatives, transformation programs and projects that improve operational performance, customer experience and business outcomes.
- Ability to influence strategic decisions through specialist expertise, data-driven recommendations and strong stakeholder engagement.
- Excellent communication, stakeholder management and influencing skills.
- Fluent in English (written and spoken); additional European language(s) are considered an asset (French/German/Italian/Dutch/Nordic)
Nice to Haves
- Lean Six Sigma Green Belt.
- Experience with Process Mining (Celonis).
- Power BI / Power Query.
- AI-enabled workflow solutions.