Job Description Summary # Job Description # Be part of something bigger! BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues. ## About the role: This role is responsible for supporting and driving strategies that improve customer experience (CX) and operational excellence within Canada. The Customer Experience Process Improvement Manager is a leader within the organization working with both internal and external partners, in ways that promote the company’s culture. This role’s critical responsibility is to drive continuous operational improvements that simplify and standardize process, create efficiency, reduce waste and errors, and enhance the customer experience. This role is designed to propose, prioritize, lead, and implement plans to realize new solutions, resolve complex issues, execute corrective actions, and operationalize both process and systems changes/enhancements. ## Key responsibilities will include: + Lead, run, and be responsible for all aspects of business process and continuous improvement initiatives + Ensure objectives are clear and meaningful to provide the improvement team with momentum and context while defining scope, leading detailed process and value stream mapping (Lean events and blitzes), opportunity assessment and execution activities + Manage project and initiative risks and issues, take corrective actions, address, and oversee cross-function and cross project interdependencies + Monitor the results of improvements and change, identify and evaluate risk areas, recommend additional opportunities and ensure operational adoption + Build strong teams of cross functional partners that are agile and empowered to execute against business and operational strategies that lead to change and continuous improvement + Proactively engage, communicate, and present project/initiative progress, risk and mitigation plans to the Operations Council, business and functional leaders, and the Leadership Team + Network and partner with local and global cross functional stakeholders and subject matter experts + Provide business case rationale, requirements and justifications for business process or system design enhancements + Document business process and system job aids, SOPs, and instructional aids (as required). Develop and maintain a knowledge repository of solutions and process documentation + Coach and mentor project and process teams, functional and process leaders on agile process improvement methodologies, skills, competencies, and implementation techniques ## About you: + Proven effective and engaging facilitation skills (process mapping/design and system assessments) + Exceptionally strong cross functional, end-to end business process knowledge and thinking + Proven experience in process design, project management and continuous improvement with sustained performance and results + Outstanding communication, organizational and multitasking skills. Proven ability to build relationships with a wide range of individuals at all levels of the organization + Ability to drive results without direct authority + Customer focused ability and agility to find innovative ways to resolve problems + Ability to work independently and cooperatively in a diverse group + Analytical and detailed oriented ## Education and experience required: + 5+ years of experience in operations and distribution (e.g., supply chain, distribution, customer service, commercial operations, finance) + Certification: Lean Practitioner, Six Sigma or Kaizen + Minimum 3 years of process management experience + Bachelor’s degree (or relevant work experience) + Intermediate to advanced experience with Microsoft Programs and VISIO + ERP and system knowledge (SAP, SalesForce.com, CRM, Service Max) are an asset + Additional Certification (e.g., PMP, Agile, APICS CSCP) are an asset ## Click on Apply if this sounds like you! # Why join us? A career at BD means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do every day. You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates. ## To learn more about BD visit https://jobs.bd.com/ 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, or any other protected status. # Primary Work LocationCAN Mississauga - Derry Road West # 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, or any other protected status.