Job Description Summary

Company Overview
BD is a global medical technology company that is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. BD leads in patient and health care worker safety and the technologies that enable medical research and clinical laboratories. The company provides innovative solutions that help advance medical research and genomics, enhance the diagnosis of infectious disease and cancer, improve medication management, promote infection prevention, equip surgical and interventional procedures, and support the management of diabetes. BD partners with organizations around the world to address some of the most challenging global health issues.

BD has more than 63,000 associates across 50 countries who work in close collaboration with customers and partners to help enhance outcomes, lower health care delivery costs, increase efficiencies, improve healthcare safety and expand access to health. For more information on BD, please visit http://www.bd.com.

U.S. Customer Care Overview
The U.S. Customer Care team strives to deliver exceptional experiences to our customers at each touchpoint. With the goal to make it effortless for our customers to do business with BD, Customer Care in the U.S. Region is undergoing a significant transformation that will enable a culture of continuous customer focus and service improvement. The Customer Care team is responsible for addressing the majority of customer inquiries that BD receives in the U.S. supporting $9 billion in capital and consumable revenue across 9 business units. This includes customer questions around placing orders, order status, product questions and product complaints. The team operates several contact centers across the U.S., including San Antonio – TX, Covington -GA, Rhode Island, Tempe – AZ, Sparks – MD, Salt Lake City – UT, Vernon Hills – IL and Franklin Lakes – NJ. The Customer Care teams directly engage with direct customers, distribution partners and sales teams.

Job Description

The Associate Director, Voice of the Customer (VOC) and Contact Center Performance is a new position reporting into the VP of Customer Care. This position will take a data-driven approach to identify, prioritize, implement and embed changes to improve the customer experience and operational performance of the customer care teams across the U.S.

Essential Responsibilities:

• Deploy VOC programs to measure internal and external performance and satisfaction metrics of customer care teams
• Partner with Contact Center managers to rationalize and streamline reporting.
• Provide regular, detailed and actionable insights into pain points and opportunities to improve customer experience and operationalize performance across customer care. Form insights into discrete initiatives, with cost-benefit analysis of each
• Maintain ongoing continuous improvement plan, setting ambitious targets for KPI improvement
• Drive improvements to upstream process to reduce customer care demand and improve end to end customer experience (e.g. changes to supply chain process)
• Own the delivery of initiatives that are fully within the scope of Customer Care team (e.g. changes to rep process to reduce handling time). Influence and educate teams across the organization to be aware of how initiatives impact the customer experience and contact volumes into Customer Care
• Track the impact of all initiatives to assure benefits realization. Use lessons learned to improve execution of future projects.
• Provide ad-hoc analytics as needed for the leadership team to make more effective business decisions (for example, to explain a sudden spike in contacts on a given day)
• Work with Workforce Management team to generate & test hypotheses for the root causes of customer contacts to help improve forecast accuracy, and ultimately eliminate the need to contact
• Collaborate closely with Contact Center managers to manage trade-offs between short-term and long term impacts (e.g. initiative which increases handling time in short-term but reduced repeat contact volumes over time)
• Partner with Training team to plan and execute changes to agent processes
• Influence owners of upstream processes to support reduction of failure demand into Customer Care team
• Provide insights to IT on opportunities to improve systems & tools used by customer care teams

Qualifications:

• BA/BS degree required
• 10+ years experience in leadership roles within med-tech, biopharma or B2B customer support organizations
• 10+ years of experience in managing enterprise data and analytics; Deep knowledge of using analytics in driving business performance.
• Experience building and deploying VOC programs
• Strong understanding of contact center operations and drivers of performance
• Understanding of Medical Device customer needs and operations preferred
• Excellent verbal and written communication skills with the ability to influence various stakeholders across the organization
• Highly strategic and analytical problem solver. Able to evaluate key business drivers and develop clear strategic recommendations.
• Must be able to travel an average of 25% domestically.

Leadership Competencies:

• Starts and ends with customer – builds strong working knowledge of BD customers, needs, and how we can improve how we serve them
• Is bold and strategic – collects and analyzes data; uses insights to build thoughtful plans; strong prioritization skills to address highest-value opportunities for BD
• Gets it done – takes a bias for action; can respond to urgent customer needs but not lose sight of the long – term goals
• Win as one BD – strong cross functional capabilities to drive impact beyond direct reports; takes ownership and accountability for customer issues
• Grows talent – highly motivational leadership style; coaches and trains team members; builds inclusive team culture

Primary Work Location

USA TX – San Antonio

Additional Locations

USA GA – Covington Global Dist Center

Work Shift