BD (Becton, Dickinson and Company) Director, Customer Operations in Mississauga, Canada

Job Description Summary

Job Description – Director Customer Operations

The Director, Customer Operations is a critical leadership role within BD – Canada and delivering the ultimate customer experience.

Responsible for overall increased effectiveness and productivity for internal processes, systems and resources in Customer Experience, Integrated Supply Chain, Customer Support, Sales Operations, Commercial Operations and Facilities while maintaining the highest standards of quality service and compliance. Accountable for the development, and implementation of short and long term initiatives required to support implementation of strategic business goals of the organization with a focus on how operational strategy drives customer satisfaction. Builds talent capability within Operations teams through leadership development, mentoring and motivation while driving accountability through all levels of the operations organization. A key decision maker for operational elements supporting the businesses and overall organization. Serves as key operations liaison between Canadian business leaders and NA Supply Chain with accountability to ensure a high quality of service levels.

Job Description

Job Description – Director Customer Operations

The Director, Customer Operations is a critical leadership role within BD – Canada and delivering the ultimate customer experience.

Responsible for overall increased effectiveness and productivity for internal processes, systems and resources in Customer Experience, Integrated Supply Chain, Customer Support, Sales Operations, Commercial Operations and Facilities while maintaining the highest standards of quality service and compliance. Accountable for the development, and implementation of short and long term initiatives required to support implementation of strategic business goals of the organization with a focus on how operational strategy drives customer satisfaction. Builds talent capability within Operations teams through leadership development, mentoring and motivation while driving accountability through all levels of the operations organization. A key decision maker for operational elements supporting the businesses and overall organization. Serves as key operations liaison between Canadian business leaders and NA Supply Chain with accountability to ensure a high quality of service levels.

KEY RESPONSIBILITIES:

  • Serve as a valuable member to the Canadian Leadership Team; leader of the Joint Health and Safety Committee

  • Represent Canadian Supply Chain Operations functions for North America – engage as executive POC for local Canada Operations issues, challenges or opportunities; triage and coordinate with executive level of distribution, transportation, customer service and inventory planning

  • Direct, plan and execute against operational activities that support all business units and strategic objectives within the region, through the Sales Operations, Commercial Operations, Customer Support, Customer Experience, Facilities and Supply Chain teams. Specifically focusing on leading the analysis of efficiency opportunities, prioritization of resourcing and allocation, regional business continuity and operational risk management

  • Drives critical activities that enable Commercial Intensity, including Customer Experience, Pricing and Contract Management, Distributor Operations and Customer Service

  • Works closely with Distributor Relations to Manage activity that directly impacts BD Canada Revenue

  • Sponsor of the Canadian Operations Council, leading to alignment of all major functional projects and resource allocation to the Canadian strategic imperatives.

  • Contributing member of the Pricing Governance Committee

  • Provide the support necessary to ensure the success and development of the company’s facilities area including management of all capital and operational project implementation, management and direction of site infrastructure, fleet requirements and contractual obligations and requirements in conjunction with the site landlord. Work with team to develop and implement policies and procedures to ensure all sound operating systems meet approved standards, lease requirements and budget.

  • Responsible for establishing and driving continuous improvements in Operational metrics

  • Direct the development of budgets and cost objectives for all activities within the Operations function. Monitor and control budget through the planned period to ensure goals are met and variances are controlled.

  • Responsible for talent management of the Operations teams ensuring high level of competency development, succession planning and development opportunities for key positions.

  • Support environment of engagement, development and leadership for all associates through goal creation, development and succession planning, mentoring and other opporutnities as they arise

QUALIFICATIONS:

  • University Degree in a Business/Logistics/Supply Chain Management related field

  • 8-10 years’ experience in Operations environment; 3-5 years at the leadership level

  • Broad business knowledge in Materials Management, Facilities Management, and Supply Chain

  • Leadership qualities: ability to influence without authority and foster collaboration across internal/external stakeholders. Leadership courage to challenge accepted ways of thinking and acting

  • Demonstrated analytical ability, negotiation skills and financial acumen

  • Relationship Management: experience in working directly with internal/external customers and clients and strong negotiation skills are required

  • Strong interpersonal and collaborative written and oral communication skills to work effectively across locations, regions and business units

  • Able to communicate and navigate within a highly matrixed organization at all levels of management in a respectful manner.

  • Demonstrate excellent organizational, communication and process management skills, BD values, ability to engage and collaborate based on input from others, ability to relinquish control

  • Cultural fit: treat all with respect. The company lives its values in a collaborative environment but need to be able to inspire trust and engage/inspire others.

Primary Work Location

CAN Mississauga - Derry Road West

Additional Locations

Work Shift

BD is a leading global medical technology company that creates medical technology, devices and laboratory equipment for a variety of needs across the healthcare continuum. At BD, we are looking for candidates who possess passion, innovative solutions and a commitment to our one mission of improving access to groundbreaking medical and biotechnology services for people near and far, delivering state-of-the-art technology and cutting-edge research in the battle to fight and cure infectious diseases. With a global reach that extends across 50 countries worldwide, our network of professionals collaborates on effective measures to deliver enhanced patient quality such as lower health care delivery costs, improved health care and safety, and expanded health care for all. Join our company and see how you can become a part of one global mission to make a difference in human health.