ResMed
Overview
The Process Owner
Order Processing
within global customer services scope is responsible for optimizing the end-to-end
Order Processing
process on a global scale. This role will ensure that order management processes are transformed on a global scale. The process owner will drive current state process understanding, standardize processes, and leverage analytics to enhance customer satisfaction and operational excellence across the order management lifecycle. You will partner closely with Business Analysts, Global Process Owners (GPOs), Customer Service Managers, Program Stakeholders and IT to ensure scalability, adoption, and business impact whilst contributing to the development of a Global Core Model, supporting the shift from local to global standardization and assessing needs for local compliance. Key Responsibilities: Design, implement, and monitor
Order Processing
processes to meet organizational goals and customer expectations. Lead continuous improvement initiatives to streamline workflows, reduce response times, and enhance service quality. Identify, map, analyze, and optimize processes to create and implement a global core model for standardization. Support designing the global core model for your area within order management. Ensure consistent and efficient access to information, best practices, and insights linked to processes and continuous improvement material across all customer service teams. Utilize global analytics to gain insights into customer behavior, service performance, and operational efficiency. Foster collaboration and communication among ERP program stakeholders, Customer Service. Collaborate with relevant global process owners to validate current state processes and assumptions. Ensure compliance with regulatory, quality, legal, trade requirements and company policies. Identify training and development opportunities to enhance agents' skills and knowledge. Contribute to the identification of future state ways of working across
Order Processing. Serve as the unique point of contact for stakeholders regarding the performance and improvements of
Order Processing , while collaborating with other Process Owners and Business Analysts within the team. Qualifications: 5+ years of experience in customer service and/or order management or a related role. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Proven ability to drive projects and collaborate with cross-functional teams. Knowledge of order management best practices and industry standards. Experience with data analytics and process improvement methodologies (e.g., Six Sigma, Lean). Preferred: Familiarity with APQC and the Process Classification Framework (PCF). Preferred: Knowledge of Celonis for process mining and analytics Skills: Project management abilities. Capacity to analyze complex data and derive actionable insights. Excellent organizational and time management capabilities. Proficiency in order management software and tools. Ability to work collaboratively with various departments and stakeholders. Global Core Model & Transformation Approach
In the context of our transition from local to global governance, this role plays a critical part in shaping and executing a Global Core Model. While being deeply aware of regional specificities and operational constraints, the role must support the progressive convergence towards unified global processes, standards, and tools. The model requires iterative evolution supporting regional initiatives and urgent improvements in parallel to global harmonization. The ability to balance immediate regional needs with long-term global alignment is key to success. Company Information
We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.
Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills. At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $62,000 - $94,000 For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills. Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
#J-18808-Ljbffr
The Process Owner
Order Processing
within global customer services scope is responsible for optimizing the end-to-end
Order Processing
process on a global scale. This role will ensure that order management processes are transformed on a global scale. The process owner will drive current state process understanding, standardize processes, and leverage analytics to enhance customer satisfaction and operational excellence across the order management lifecycle. You will partner closely with Business Analysts, Global Process Owners (GPOs), Customer Service Managers, Program Stakeholders and IT to ensure scalability, adoption, and business impact whilst contributing to the development of a Global Core Model, supporting the shift from local to global standardization and assessing needs for local compliance. Key Responsibilities: Design, implement, and monitor
Order Processing
processes to meet organizational goals and customer expectations. Lead continuous improvement initiatives to streamline workflows, reduce response times, and enhance service quality. Identify, map, analyze, and optimize processes to create and implement a global core model for standardization. Support designing the global core model for your area within order management. Ensure consistent and efficient access to information, best practices, and insights linked to processes and continuous improvement material across all customer service teams. Utilize global analytics to gain insights into customer behavior, service performance, and operational efficiency. Foster collaboration and communication among ERP program stakeholders, Customer Service. Collaborate with relevant global process owners to validate current state processes and assumptions. Ensure compliance with regulatory, quality, legal, trade requirements and company policies. Identify training and development opportunities to enhance agents' skills and knowledge. Contribute to the identification of future state ways of working across
Order Processing. Serve as the unique point of contact for stakeholders regarding the performance and improvements of
Order Processing , while collaborating with other Process Owners and Business Analysts within the team. Qualifications: 5+ years of experience in customer service and/or order management or a related role. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Proven ability to drive projects and collaborate with cross-functional teams. Knowledge of order management best practices and industry standards. Experience with data analytics and process improvement methodologies (e.g., Six Sigma, Lean). Preferred: Familiarity with APQC and the Process Classification Framework (PCF). Preferred: Knowledge of Celonis for process mining and analytics Skills: Project management abilities. Capacity to analyze complex data and derive actionable insights. Excellent organizational and time management capabilities. Proficiency in order management software and tools. Ability to work collaboratively with various departments and stakeholders. Global Core Model & Transformation Approach
In the context of our transition from local to global governance, this role plays a critical part in shaping and executing a Global Core Model. While being deeply aware of regional specificities and operational constraints, the role must support the progressive convergence towards unified global processes, standards, and tools. The model requires iterative evolution supporting regional initiatives and urgent improvements in parallel to global harmonization. The ability to balance immediate regional needs with long-term global alignment is key to success. Company Information
We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.
Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills. At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current base range for this position is: $62,000 - $94,000 For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills. Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
#J-18808-Ljbffr