Digital Solutions Team Lead
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Job Description
Digital Solutions Team Lead supporting Solventum’s digital healthcare solutions and customer support operations. Coaching representatives, resolving escalations, monitoring metrics, and driving process improvements.
Responsibilities:
- Provide day-to-day leadership, coaching, and operational support to Digital Solutions Support representatives
- Support onboarding, training, quality reviews, and ongoing employee development
- Monitor service levels, quality, productivity, and customer satisfaction metrics
- Identify trends and support workforce planning, reporting, and operational initiatives
- Resolve complex customer inquiries and escalations across phone, email, and web-based channels
- Reinforce a consistent, high-quality customer experience
- Partner with Sales, Clinical Support, IT, Operations, Commercial Excellence, and Product teams to address systemic issues
- Implement process improvements
- Support user acceptance testing, system enhancements, and deployment activities for Express Therapy Portal™, Express™, and other digital healthcare solutions
- Comply with corporate policies, procedures, and security standards while performing assigned duties
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 the same 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
- Travel may include up to 10% domestic travel
- Additional qualifications: Bachelor’s degree or higher in Business, Healthcare Administration, Information Technology, or a related field from an accredited institution
- Additional qualifications: Experience supporting healthcare technology, digital solutions, SaaS platforms, or medical device products
- Additional qualifications: Experience monitoring operational metrics, including service level, quality, productivity, and customer satisfaction
- Additional qualifications: Experience facilitating training, coaching employees, and leading process improvement initiatives
- Additional qualifications: Experience supporting remote or hybrid teams and communicating effectively across all levels of an organization
Benefits:
- Medical, Dental & Vision
- Health Savings Accounts
- Health Care & Dependent Care Flexible Spending Accounts
- Disability Benefits
- Life Insurance
- Voluntary Benefits
- Paid Absences
- Retirement Benefits
- Up to 10% domestic travel may be included
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