Associate Director, Customer Operations - Purewick - BD : Job Details

Job Description Summary

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.

JOB OVERVIEW

Our Home Care business is unique in that it can manufacture products for consumers in the home and service them through our medical distribution subsidiary, Liberator Medical. This business unit engages with a variety of stakeholders that range from B2B2C and leverages omni-channels to drive awareness, engagement, conversion, and retention of our customers.

The Associate Director, Customer Operations (Purewick) is responsible for supporting direct to consumer operations ensuring quality service and care to our customers including patients, healthcare provider(HCP), and insurance payers.

RESPONSIBILITIES

• Manage the Customer Service Team and deliver department short and long-term goals and objectives with close collaboration with upstream BD strategy and marketing initiatives
• Implements monthly, quarterly and annual focused sales operations plans in support of overall organizational strategy and objectives including team and individual goals
• Facilitate the creation and implementation of call center procedures and policies in conjunction with compliance and technology. Identify, manage, and report daily, monthly, and annual sales targets, KPI's , and anticipated outcomes of the reporting metrics.
• Recruit, cultivate and develop high performing team members. Provide supervision, monitoring and performance feedback.
• Monitor and measure the daily activities of all business unit operations to ensure tasks are being completed in a timely manner and handled according to the standards and guidance we have defined
• Identify best practices and process improvements and opportunities to reduce costs, improve efficiency and enhance customer experience

EDUCATION

• Bachelor's degree required with a focus in Business, Marketing, Life Sciences, or a closely related discipline preferred. MBA is preferred.

EXPERIENCE

• Minimum 8 years' call center, customer service, or direct to consumer experience required, preferably in healthcare or a customer centric organization
• Minimum 5 years' experience in a supervisory role for a customer service team required, preferably in the field of healthcare.
• Excellent interpersonal skills and ability to develop strong relationships with customers and business partners required.
• Analytic and reporting skills required using tools such as Excel, Tableau, Power BI for reports. Experience with the use of Salesforce preferred or comparable CRM and billing software including familiarity Microsoft Office Suite required.
• Attention to detail, excellent data entry, and proofreadingskills required.
• Bilingual Spanish with written and spoken proficiency a plus.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.

To learn more about BD visit

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.

Required Skills

Optional Skills

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