Position Summary

MedTech Commercial Service Transformation & Technology Sr. Manager

An evolving customer and regulatory landscape, mounting pipeline of next-gen assets and portfolio pressures, and intensifying competition are presenting new organizational and operational hurdles for Medical Devices and Diagnostics companies. These complex market dynamics are requiring new levels of rigor and insight in commercial capabilities and technology development and problem-solving, both domestically and globally.

We are looking for senior practitioners who will work alongside our MedTech client organizations to drive business value through end-to-end delivery of solutions based on strategy development for heart of business issues. The practitioners should have relevant experience working with Customer Service organizations of MedTech clients in helping them define their strategies, operations, processes, and digital capabilities. Expertise with digital service solutions including but not limited to Contact Center, Field Service, IoT and Self Service preferred.

Learn more about Deloitte Digital and our extensive expertise in Life Sciences and MedTech.

Work you’ll do

Our practice is focused on helping MedTech organizations make strategic choices to unlock new growth, elevate the customer experience, transform go-to-market approach, and enable competitive advantage. Deloitte’s services and solutions provide actionable insights that enable our MedTech clients to define and implement capabilities and digital solutions to address their most pressing commercial issues.

Typical responsibilities of a Sr. Manager could include:

• Participate in the development and presentation of proposals for business development activities with new or existing clients
• Design and establish engagement objectives and scope
• Develop work plans for engagements, coordinate activities between work streams and work with client leaders to manage scope, timeline, risks and issues
• Lead team in assessment of current state processes, operations and technology landscape, definition of future state vision and capabilities, developing the implementation roadmap and articulating the value case for digital technology investments
• Lead process, functional and digital technology teams through discovery, design, Agile build and test, deployment and post go-live operations of the capabilities
• Strive to improve deliverable quality through verification and validation of results, leverage Deloitte’s broad set of advisors to refine and improve insights
• Contribute to the growth and development of junior team members through active feedback and contribution to performance assessments
• Engage and drive meaningful exchange with c-suite clients through structured working sessions and strategic meetings
• Collaborate across Deloitte businesses to bring together strategy, tech, agency and operate capabilities
• Help shape future commercial technology offerings and points of view on MedTech industry

The team

Digital Customer

Digital Customer offering focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. The ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the “creative digital consultancy” real and in doing so, make new markets. Professionals will serve our clients through the following types of work:

• Emerging | enables different capabilities throughout Lead to Fulfillment life cycle, we are closely aligned in assisting clients in providing a high-quality customer experience and executing efficient processes.
• Sales Excellence & Service Excellence | Integrate the latest technologies with leading-edge strategies, insights, experiences, and talent to enable outstanding customer service
• Salesforce | Deloitte unleashes the powerful Salesforce platform for our clients to drive the best possible outcomes and redefine engagement. We innovate like never before by creatively using technology to help enhance digital customer and employee experiences for our clients.

Qualifications

Required:

• Bachelor’s degree from accredited university with strong undergraduate academic record
• 10+ years of professional experience, including 5+ years MedTech industry and/or 1-2+ years' operating as a Sr. Manager/Director in a consulting environment
• Superior critical thinking, analytical and problem-solving skills to solve complex business problems for a wide range of commercial issues
• Extensive experience in multiple of the following areas: customer engagement strategy, sales and channel strategy, sales processes across Lead-to-Order
• Experienced in working with technologies such as Contact Center, Field Service, Self-Service portals
• Ability to lead engagements focused on multiple workstreams to solve for large, complex client challenges
• Ability to lead small or large, diverse teams, including through influence across matrix
• Strong oral and written communication skills, presentation skills
• Executive presence and extensive experience collaborating with VP and above client stakeholders in MedTech commercial functions
• Demonstrates consistent career progression with increasing levels of responsibility; performed above expectations in professional roles
• Exceptional interpersonal and team building skills
• Ability to own deliverables
• Outstanding integrity, initiative, creativity, and passion
• Ability to work in an ambiguous environment
• Travel up to 50% (while 50% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)
• Limited sponsorship may be available

Preferred:

• Advanced degree in business (e.g., MBA) from a top tier program
• Live within commuting distance to one of Deloitte’s consulting offices

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Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Deloitte will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws. See notices of various ban-the-box laws where available.

Requisition code: 42906