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IT Program Manager - Global Compaint Management

Mounds ViewMedtronic

Careers that Change Lives

The Global Complaint Management (GCM) IT Program Manager's primary responsibility is to drive the activities and deliverables associated with enhancement and integration related releases for the GCM platforms, including Global Complaint Handling (GCH), mPXR and BOXI complaint reporting systems. This person is accountable for all project deliverables throughout the life cycle phases with an emphasis on program delivery through the Global IT EPMO processes. In addition, this position be will responsible for managing the Complaint Handling IT demand processes and implementing the Global Complaint Handling Roadmap.

Impact patient outcomes. Come for a job, stay for a career.

Participate and lead projects in Global Complaint Management with primary focus on Global Complaint Handling and mPXR systems.

Develop a process to incorporate ongoing enhancement requests to be more agile in solution delivery to meet the evolving needs of Medtronic's complaint organization.

Responsible for making sure that BA leads and technologists communicate functional requirements to other work stream teams (analysis, design, data, technical, training / org readiness, testing, production support.)

Lead all program/project management, communications and deliverables to include program and project charters, issue and risk management, implementation schedule and resource plans. Lead program and project execution within regulatory compliance methodologies to include SOX, HIPAA and FDA regulations.

Lead diverse and cross functional project teams, including coaching, delegating, providing feedback and resolving conflicts and problems for both onshore & offshore resources.

Analyze and communicate program status using standard and specific project management analysis techniques for budget, scope, and quality and schedule variance.

Responsible for understanding and adhering to Global IT MSCM and MP3 processes and tools in support of project / enhancement execution.

Provide detailed functional knowledge and maintain insight to current industry best practices and how they can be applied to Medtronic.

Ensure that Medtronic's systems and the information on them are protected in accordance with Medtronic's Information Protection Policies and Standards, as well as best Information Protection practices.

Work multiple projects and drive project activities at the same time.

Domestic and/or international travel may be required.

Collaborate with other IT teams

Must Have: Minimum Requirements


Bachelor's Degree


10+ years' IT experience


Experience with key Complaint Management technologies (SAP CRM, Pilgrim, etc.)

Experience developing requirements and functional designs for global technology solutions

Experience designing and deploying validated systems

Nice to Have:

Functional knowledge in Complaint Handling in the Medical Device or Life Sciences industry

Knowledge of global regulations for Medical Device reporting

Experience with process development and improvement, including the ability to identify multiple options and recommend the best solution with the highest process improvement impact

Experience with the development and support of integrated business applications and systems architecture

Experience with facilitating small to large groups through challenging discussions

Skilled in goal-oriented, task-driven decision making, with a strong sense of accountability

Proven experience delivering solutions on time and within budget

Excellent leadership and team work skills

Strong interpersonal, oral, and written communication skills

Excellent presentation skills including the ability to translate highly technical information into business terminology

Ability to manage multiple priorities simultaneously

Global orientation


The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers.

Must be able to travel independently to various Medtronic buildings/sites


Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives.

Help us shape the future.


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.

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:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

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