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Business Analytics & Consulting
200003HL Requisition #

The Project Einstein Customer Operations team manages all aspects of system installation, start-up, customer training, field service analysis and support, and program optimization.  Placement of a surgical robot in the hospital requires full time support for a four to eight-month period in order to ensure successful integration into the hospital’s service lines.    Project Einstein Customer Operations  team members are seasoned professionals with in-depth knowledge of the healthcare value chain, as well as breadth of experience across multiple disciplines. They partner with hospital management teams and payers to drive complex transformational change, implement innovative growth strategies, streamline patient-focused care pathways and optimize operations.

Medtronic is in the process of rolling out its robotic surgery platform. In that context we are looking for a seasoned operational transformation expert.

You will lead a team of eight to ten Startup Specialists who are responsible for successful integration of a new surgical robot into a hospital.  This might be an expansion of a current robotic surgery program, creation of a new robotic surgery program, or a changeover from a competitive robot to the Medtronic robot.  Activities to integrate the Medtronic robot include training the hospital to clean and sterilize reusable instruments, arranging the off-site training of surgeons and supporting staff, updating surgeon preference cards, developing an inventory plan and kits for robotic procedures, raising awareness of robotic surgery, and helping to schedule the use of the robot.   These activities would happen over a four to eight-month engagement. At the end of the engagement, the hospital should be on track to hit utilization targets before turning over the program to the sales team. 

Additional post integration visits to help the hospital improve performance of their robotic surgery program, optimize resources and asset utilization.

You will be responsible for working with the sales team to anticipate the need for Startup Specialists, participate in engagement planning and business reviews and coordinate with the Surgical Innovations sales leadership to transfer program support at the end of a successful engagement.


Main job duties / responsibilities are:
• Coordinate with the Capital Sales team to plan for Startup Specialist availability
• Ensure coordination with the Capital Sales and SI Sales teams
• Coach Startup Specialists to keep engagements on track
• Assist with the transfer of support to the SI Sales team at the end of engagements
• Ensure consistent measurement of Key Performance Indicators (KPIs)
• Hiring, training and professional development of Startup Specialists
• Package the service program developed and support its commercial deployment across hospitals

Key areas of expertise are:
• People Management including hiring, training and professional development
• Project / program management skills,
• Relationship building / customer engagement skills,
• Operating Room knowledge, Consultancy expertise,
• Change management skills

As part of the Project Einstein Customer Operations team, you should be able to:
• Work independently, yet in close relationship with its customer, propose and implement innovative approaches
• Help prepare the Medtronic sales representative responsible for the account to take over day to day management of the relationships at the end of the engagement
• Share and communicate determined best practices actively in the team
• Work together as a team to develop new service offerings out of pilot projects for wider deployment

• Bachelor Degree at minimum; (Masters preferred)
• Fluent in English.  Ability to work in another language, especially Spanish, French or Portuguese is a plus.

• Demonstrable experience over 5 years including relevant experience in consulting
• Three years of managing field based employees
• Operating  Room knowledge or experience
• Demonstrated ability to operate from idea generation, strategy development through detailed implementation and results delivery
• Experience in change management
• Lean Six Sigma certification, especially in manufacturing and/or team ergonomics  environment preferred


• Strong people management skills including hiring, training and professional development of field based employees
• Strong and demonstrable project management skills: planning & coordinating, communicating & influencing, relationship building, achieving milestones, resolving issues and managing risks
• Ability to integrate a customer team and coach it to continuously improve their performance
• Ability to standardize process optimization and change management activities into reproducible package that could be deployed in different places by different people.
• Actively look for information about competitors, other industries, new techniques and tools and build plans and guide actions for implementation in its daily job.
• Strong analytical skills
• Ability to interact with multinational employees on different hierarchy levels
• Knowledge of general surgery procedures and environment (Colorectal, Gynecology, Urology, Upper GI, Thoracic…)
• Understanding impact of Quality / Regulatory requirements
• Strong communication skills
• Presentation skills


• +50% will be travel
• Willingness to travel globally (5-20%)

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The mission to improve access to healthcare globally is something we are all very proud to work hard toward achieving. Great people, fun atmosphere, big city salaries. The CEO is fantastic - he is a very clear communicator of the mission and is truly dedicating his life to achieving it.
Smart and committed coworkers. Mission driven. Good benefits. Good long term career opportunities. Company is large enough that you can always find interesting projects to work on.
Knowing that everyday your work helps to save lives makes it great place to work. Training on lean practices, quality and other. Excellent peers.


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