Sr IT Project Lead - Customer Care

We anticipate the application window for this opening will close on - 8 Apr 2026 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 At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. This role will require 25% of travel to enhance collaboration and ensure successful completion of projects. Careers that Change Lives The Neuromodulation and Pelvic Health (NMPH) Customer Care Sr. IT Project Lead is a member of the NMPH Customer Care Operations team and is responsible for the development and maintenance of our IT systems and processes. The Sr. IT Project Lead will provide technical and project management support for various systems and including primary ownership of ServiceNow and Salesforce. The role will lead and deliver system stability and enhancements. This role will partner with contact center leadership to ensure operational effectiveness, issue resolution, and performance optimization for contact center agent workflows. In addition, this individual will coordinate with the operations team to ensure cross expertise support is provided and holistic objectives are met. The role will also support general process improvement efforts and work to develop and optimize our data visualization and dashboards. With the customer at the center of everything we do, this position will leverage technology to automate customer experiences and drive workflow improvements that allow us to deliver exceptional experiences and performance. Responsibilities may include the following and other duties may be assigned. Work with customer care leadership to develop and optimize user experience Write user stories, develop acceptance criteria, coordinate with developers, write test scripts, and coordinate UAT/Regression testing. Troubleshoot issues identified in the system and implement solutions. Leverage the internal IT ticketing system to escalate system issues. Follow Medtronic’s quality system procedures to ensure compliance with system validation requirements. Partner with ServiceNow and Salesforce platform teams and other businesses to manage environment. Develops and manages all facets of the project(s) from intake through implementation and closure to measuring utilization and ROI. Establish operational plans and roadmaps for product capabilities and implement policies and strategies to support product growth Lead in innovation and strive for continuous improvement and consistency in deliverables. Communicate with internal and external customers and vendors regarding ongoing operations and align strategy to accelerate product development and/or to support product launches. Communicate business and operational developments. Plan and prioritize assigned tasks to ensure flawless execution. Responsible for effectively managing the constraints of project management: scope, cost, and schedule. Monitor and control project financial metrics and adjust where necessary to meet scope, schedule and budget expectations Provide technical and analytical guidance and recommendations to leadership governance bodies. Travel: Up to 25% may be required for periodic meetings or trainings Must Have: Minimum Requirements Bachelor’s degree required Minimum of 4 years of relevant experience, or advanced degree with a minimum of 2 years relevant experience. Nice to Have IT Business Analyst experience Experience managing systems with multiple integrations Experience with Call Summary Automation solutions Experience with Salesforce system, ServiceNow system, and user management Familiarity with creating Business Objects reports Experience with multiple CX platform ... (truncated, view full listing at source)