BD
Overview
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 providers (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 including DME experience in the healthcare industry 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 proofreading skills required. Bilingual Spanish with written and spoken proficiency a plus. On-site collaboration is prioritized; most roles require a minimum of 4 days in-office per week. Remote or field-based positions will have different arrangements indicated in the job posting. For certain roles, employment is contingent upon proof of full COVID-19 vaccination where allowed by law. Testing may be available or required in some locations. Accommodation requests 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 https://bd.com/careers 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 Primary Work Location: USA FL - Stuart Airport Road
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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 providers (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 including DME experience in the healthcare industry 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 proofreading skills required. Bilingual Spanish with written and spoken proficiency a plus. On-site collaboration is prioritized; most roles require a minimum of 4 days in-office per week. Remote or field-based positions will have different arrangements indicated in the job posting. For certain roles, employment is contingent upon proof of full COVID-19 vaccination where allowed by law. Testing may be available or required in some locations. Accommodation requests 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 https://bd.com/careers 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 Primary Work Location: USA FL - Stuart Airport Road
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