BD (Becton, Dickinson and Company) VP, Customer Care in Franklin Lakes, New Jersey

Job Description Summary

Job Description

Reporting to the President, US Region this position is responsible for integrating customer insights (voice of customer) into both strategic and operational efforts to establish a highly effective Customer Relationship Management function through the Customer Care teams (excluding transactional back office associates i.e. EDI, claims processing, etc.) currently located at 9 sites across North America (San Antonio, TX, Franklin Lakes, NJ, Vernon Hills, IL, Sparks, MD, Covington, GA, Tempe, AZ, Covington, GA and Salt Lake City, UT) and Mississauga, Canada. This position will be instrumental in leading transformational customer care initiatives that result in improved customer experiences, increased operating efficiencies and reductions in total cost as a percentage of sales. This role leads a team of 8 direct reports and 250 indirect reports that are accountable for transactional order management, top tier key account management, field sales support and claims processing; supporting $9 billion in capital and consumable revenue across 10 business units. The Customer Care teams directly engage with customers as well as distribution partners.

This position will develop a Customer Care strategy tied to delivering an exceptional customer experience that includes innovation/improvements in processes, technology, and digital analytics to support the ease of doing business for the customer. Key performance indicators for benchmarking will be implemented to enable a culture of continuous customer focus and service improvement. This leader will also use voice of the customer data through direct customer engagements to drive customer centricity.

Overall, the position will develop their organization’s capacity and capability to deliver an exceptional customer experience that meets the strategic needs of the US Region.

Key Responsibilities and Success Criteria

  • Define and implement a Customer Service transformation strategy

  • Implement a customer segmentation strategy with aligned strategies to support them

  • Align the organization’s capabilities, structure, culture and incentives to deliver on a Customer Experience (CX) strategy and improved internal/external customer experiences

  • Build a service delivery model that has global scalability and provides a competitive advantage through improved customer outcomes, increased customer satisfaction, and increased customer loyalty

  • Build Service Level Agreements (SLA) with Operational as well as Customer Satisfaction Metrics; align internal processes to meet/exceed those agreements/metrics and internal tracking mechanisms to monitor them

  • Drive innovation by leveraging industry best practices in technology and automation tools to revolutionize service delivery in areas such as Cloud computing, smart devices, analytics; self-service tools, case management, robotics, etc.

  • Develop, establish, and maintain strong customer relationships including the C-suite and distributor partners; using voice of the customer data to identify innovation opportunities within our business processes

  • Deliver on continuous improvement initiatives that create efficiencies by removing non-value add activities from day-to-day operations

  • Continuously engage and collaborate with key stakeholders across the organization including Supply Chain, Commercial Operations, BU leaders, Chief Customer Experience Officer, and other key functional business partners such as Quality, IT, Shared Service and Finance

  • Establish, reinforce and support a high-performance culture; model accountability, coaching, and commitment to associate development and team work; develop trust through ethical and consistent behaviors

Education and Experience

  • Minimum of 10 years progressive business experience leading large teams, preferably in customer facing organizations or in the medical device industry

  • BA/BS degree required, MBA preferred

  • Demonstrated transformation experience, IT/digital/process improvement experience, and proven change management skills

  • Lean Six Sigma experience and Black Belt/Master Black Belt certification is preferred but not required

  • Demonstrated success in optimizing and innovating the way teams work

Required Knowledge and Skills

  • Strong leadership skills (strategic, people, operational management)

  • Proven track-record of developing high performance teams

  • Effectively champions ideas and influences key stakeholders (internally and externally)

  • Drives for results and effectively problem solves by taking personal accountability to deliver

  • Fosters capability development and a culture of accountability

  • Excellent communication, interpersonal and influence skills at all levels of an organization

  • Ability to use sound, independent reasoning and judgment to establish work priorities and be flexible to respond to constantly changing priorities and shifting deadlines in a fast paced working environment

  • Demonstrated success collaborating with various stakeholders across a large, complex, highly matrix organization

  • Ability to travel 50%

Primary Work LocationUSA NJ - Franklin Lakes

Additional Locations

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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