Senior Director, Digital Transformation & AI Strategy, Customer Experience & Enablement

Medtronic•Minneapolis, MN

1d•Remote

About The Position

Medtronic is seeking a Senior Director to define and lead the digital and AI vision for Global Customer Care & Order Operations within its Customer Experience & Enablement organization. Reporting to the Vice President of Customer Care & Order Operations, this enterprise leadership role will transform customer engagement, service delivery, and order-to-cash operations using artificial intelligence, intelligent automation, digital platforms, and data-driven innovation. The role partners with Digital & AI, IT, Data & Analytics, Commercial, Supply Chain, and customer-facing teams to turn strategy into scalable capabilities that improve customer experiences, employee effectiveness, operational performance, and business outcomes. It includes location flexibility, including remote work arrangements, depending on business needs and candidate qualifications, and requires up to 25% global travel to headquarters, customer locations, and Medtronic sites. The successful candidate will shape and execute the long-term AI and digital transformation agenda, identify opportunities to modernize experiences and improve operational efficiency, and build scalable capabilities for future growth. This position requires enterprise transformation leadership, executive influence, organizational capability building, and delivery of measurable business results through innovation and technology adoption.

Requirements

Bachelor's degree required.
At least 15 years of relevant experience and 10 or more years of managerial experience; alternatively, an advanced degree with at least 13 years of relevant experience and 10 or more years of managerial experience.
Demonstrated experience leading enterprise digital transformation, AI strategy, customer experience, or operational transformation initiatives within a complex global organization.
Proven ability to lead large-scale cross-functional transformation efforts.

Nice To Haves

Advanced degree in business, technology, engineering, data science, or a related field.
Deep knowledge of generative AI, conversational AI, machine learning, intelligent automation, workflow orchestration, predictive analytics, and digital product management.
Experience transforming customer care, contact center, order-to-cash, shared services, or other large-scale customer support operations.
Track record of translating emerging technology capabilities into measurable customer, employee, operational, and financial value.
Experience establishing AI governance frameworks, responsible-use practices, performance metrics, and value-realization models.
Strong strategic, analytical, and problem-solving capabilities.
Demonstrated success leading organizational change, building capabilities, and driving adoption of new technologies and digital ways of working.
Excellent executive communication, presentation, and stakeholder management skills.
Experience working within a highly matrixed multinational organization.

Responsibilities

Define and execute the global AI and digital transformation strategy for Customer Care & Order Operations, translating business priorities into a multi-year roadmap and investment agenda.
Reimagine customer and employee experiences through AI-enabled self-service, digital assistants, intelligent workflows, predictive insights, and personalized engagement.
Lead simplification, standardization, and automation of end-to-end customer care and order-to-cash processes to improve service, productivity, scalability, and cost to serve.
Own business strategy and priorities for customer-facing digital platforms.
Establish responsible AI governance, performance measures, and value-realization frameworks linking digital investments to customer, employee, operational, and financial outcomes.
Partner with Digital and AI, IT, Data & Analytics, Commercial, and Supply Chain to deliver secure, integrated capabilities.
Drive adoption through change leadership and workforce enablement.

Benefits

Competitive salary and flexible benefits package.
Short-term incentive through the Medtronic Incentive Plan (MIP).
Health insurance.
Dental insurance.
Vision insurance.
Health Savings Account.
Healthcare Flexible Spending Account.
Life insurance.
Long-term disability leave.
Dependent daycare spending account.
Tuition assistance or reimbursement.
Global well-being program.
Incentive plans.
401(k) plan with employer contribution and match.
Short-term disability.
Paid time off.
Paid holidays.
Employee Stock Purchase Plan.
Employee Assistance Program.
Non-qualified Retirement Plan Supplement, subject to IRS earning minimums.
Capital Accumulation Plan, available to Vice Presidents and above or subject to IRS earning minimums.