At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.
**A Day in the Life**:At the heart of the Service & Repair Customer Care transformation lies a simple but powerful belief: technology is only truly effective when guided by people who care. We are building a team where every individual is welcomed, empowered, and inspired to grow — both professionally and personally. Our goal is to create connections that transcend cultures and roles, ensuring no one is left behind.
As the Training, Knowledge & Change Management Principal, you will play a key role in this journey. This individual contributor position involves coordinating a network of key users and SMEs across multiple countries to develop and deliver exceptional training experiences. You will lead the creation of a training practice within Service & Repair, supporting Customer Care Agents from onboarding to ongoing development. The role promotes performance, trust, inclusion, and growth, and includes up to 20% travel across the EMEA region, reporting to the Director of S&R; Customer Care EMEA.
**Responsibilities may include the following and other duties may be assigned**:
- Design and deliver structured onboarding programs, including systems (SAP, ServiceNow), processes, and soft skills, customized to country-specific needs.
- Assess training effectiveness through regular knowledge checks and final evaluations, covering both theory and practice.
- Support change management initiatives by developing targeted training for new projects and system releases.
- Collaborate with SMEs and Key Users to translate process updates into effective learning content; participate in User Acceptance Testing to ensure accuracy.
- Coordinate “Train the Trainer” sessions and maintain up-to-date training documentation.
- Conduct regular quality checks on customer interactions and provide constructive feedback and coaching.Identify knowledge gaps and partner with internal teams to implement refresh training and improve tools and processes.
**Required Knowledge and Experience**:
- Instructional Design & Facilitation: Proven ability to design, deliver, and evaluate impactful training programs tailored to diverse, multicultural audiences.
- Change Enablement & Continuous Improvement: Demonstrated strength in supporting system and process transformations, simplifying complexity, and driving operational excellence through training.
- Coaching & Development: Skilled in delivering constructive, personalized feedback and fostering individual growth with clarity and confidence.
- Cross-Functional Collaboration: Experience working across teams and functions, building trust and alignment with Key Users, Subject Matter Experts, and leadership.
- Inclusive Learning Mindset: Passionate about creating inclusive learning environments where everyone feels respected, supported, and empowered to succeed.
Experience in Customer Care is highly valued. Familiarity or mastery in tools such as ServiceNow and SAP is a strong advantage, especially when paired with a process-oriented mindset.
**Physical Job Requirements**
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.
**Benefits & Compensation**:
**Medtronic offers a competitive Salary and flexible Benefits Package**
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
**About Medtronic**:**We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.**
**Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.**
**We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D; lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
📌 Training, Knowledge & Change Management Principal
🏢 Medtronic
📍 Milano