BD Nogales Norte
Associate Director, Customer Operations - Purewick
BD Nogales Norte, Stuart, Florida, United States, 34997
Overview
Associate Director, Customer Operations - Purewick. Join to apply for the Associate Director, Customer Operations - Purewick role at BD Nogales Norte. BD is one of the largest global medical technology companies. We advance health with a culture of collaboration and innovation. Become a maker of possible with us. Job Description
Our Home Care business manufactures products for consumers in the home and services them through Liberator Medical. This unit engages with stakeholders ranging 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 with collaboration with upstream BD strategy and marketing initiatives Implement monthly, quarterly and annual sales operations plans in support of 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, KPIs, and outcomes of reporting metrics Recruit, cultivate and develop high performing team members. Provide supervision, monitoring and performance feedback Monitor and measure daily activities of all business unit operations to ensure tasks are completed timely and per defined standards Identify best practices and process improvements to reduce costs, improve efficiency and enhance customer experience Education
Bachelor’s degree required with focus in Business, Marketing, Life Sciences, or related discipline; MBA preferred Experience
Minimum 8 years’ call center, customer service, or direct-to-consumer experience, including healthcare Minimum 5 years’ supervisory experience for a customer service team, preferably in healthcare Excellent interpersonal skills and ability to develop strong relationships with customers and business partners Analytic and reporting skills using Excel, Tableau, Power BI; Salesforce or comparable CRM experience preferred; Microsoft Office Suite required Attention to detail, data entry, and proofreading skills Bilingual Spanish with written and spoken proficiency a plus Work Arrangement
On-site collaboration is prioritized; most roles require a minimum of 4 days in-office per week. Remote or field-based arrangements will be indicated in the job posting. BD may require proof of full COVID-19 vaccination where permitted by law; accommodations considered per policy. Why Join Us?
BD values your opinions and contributions and encourages you to bring your authentic self to work. We help each other be great, do what’s right, stay accountable, and learn and improve every day. We seek people who can see the bigger picture and help reinvent the future of health. To learn more, visit https://bd.com/careers Location
USA FL - Stuart / Port St. Lucie / Fort Pierce area Employment type
Full-time Seniority level
Mid-Senior level
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Associate Director, Customer Operations - Purewick. Join to apply for the Associate Director, Customer Operations - Purewick role at BD Nogales Norte. BD is one of the largest global medical technology companies. We advance health with a culture of collaboration and innovation. Become a maker of possible with us. Job Description
Our Home Care business manufactures products for consumers in the home and services them through Liberator Medical. This unit engages with stakeholders ranging 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 with collaboration with upstream BD strategy and marketing initiatives Implement monthly, quarterly and annual sales operations plans in support of 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, KPIs, and outcomes of reporting metrics Recruit, cultivate and develop high performing team members. Provide supervision, monitoring and performance feedback Monitor and measure daily activities of all business unit operations to ensure tasks are completed timely and per defined standards Identify best practices and process improvements to reduce costs, improve efficiency and enhance customer experience Education
Bachelor’s degree required with focus in Business, Marketing, Life Sciences, or related discipline; MBA preferred Experience
Minimum 8 years’ call center, customer service, or direct-to-consumer experience, including healthcare Minimum 5 years’ supervisory experience for a customer service team, preferably in healthcare Excellent interpersonal skills and ability to develop strong relationships with customers and business partners Analytic and reporting skills using Excel, Tableau, Power BI; Salesforce or comparable CRM experience preferred; Microsoft Office Suite required Attention to detail, data entry, and proofreading skills Bilingual Spanish with written and spoken proficiency a plus Work Arrangement
On-site collaboration is prioritized; most roles require a minimum of 4 days in-office per week. Remote or field-based arrangements will be indicated in the job posting. BD may require proof of full COVID-19 vaccination where permitted by law; accommodations considered per policy. Why Join Us?
BD values your opinions and contributions and encourages you to bring your authentic self to work. We help each other be great, do what’s right, stay accountable, and learn and improve every day. We seek people who can see the bigger picture and help reinvent the future of health. To learn more, visit https://bd.com/careers Location
USA FL - Stuart / Port St. Lucie / Fort Pierce area Employment type
Full-time Seniority level
Mid-Senior level
#J-18808-Ljbffr