Digital Solutions, Team Lead

SOLVENTUM • San Antonio, TX

3d • $50,240 - $69,080 • Remote

About The Position

Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers’ toughest challenges. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue. We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

Requirements

• Bachelor's degree or higher AND two (2) years of customer service, call center, technical support, healthcare support, or digital solutions support experience.
• OR High School Diploma/GED AND six (6) years of customer service, call center, technical support, healthcare support, or digital solutions support experience.
• One (1) year of leadership, mentoring, coaching, or team lead experience
• Experience supporting customers through phone, email, and web-based communication channels
• Experience using Microsoft Office applications and navigating multiple systems simultaneously
• Must be legally authorized to work in the United States without sponsorship for employment visa status (e.g., H-1B status).

Nice To Haves

• Bachelor's degree or higher in Business, Healthcare Administration, Information Technology, or a related field from an accredited institution
• Experience supporting healthcare technology, digital solutions, software-as-a-service (SaaS) platforms, or medical device products
• Experience monitoring operational metrics, including service level, quality, productivity, and customer satisfaction
• Experience facilitating training, coaching employees, and leading process improvement initiatives
• Experience supporting remote or hybrid teams and communicating effectively across all levels of an organization

Responsibilities

• Providing day-to-day leadership, coaching, and operational support to Digital Solutions Support representatives, including onboarding, training, quality reviews, and ongoing employee development.
• Monitoring service levels, quality, productivity, and customer satisfaction metrics; identifying trends and supporting workforce planning, reporting, and operational initiatives.
• Resolving complex customer inquiries and escalations across phone, email, and web-based channels while reinforcing a consistent, high-quality customer experience.
• Partnering with Sales, Clinical Support, IT, Operations, Commercial Excellence, and Product teams to address systemic issues and implement process improvements.
• Supporting user acceptance testing, system enhancements, and deployment activities for Express Therapy Portal™, Express™, and other digital healthcare solutions.
• Corporate policies, procedures and security standards are complied with while performing assigned duties.

Benefits

• Medical, Dental & Vision
• Health Savings Accounts
• Health Care & Dependent Care Flexible Spending Accounts
• Disability Benefits
• Life Insurance
• Voluntary Benefits
• Paid Absences
• Retirement Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level