BD (Becton, Dickinson and Company) Manager Professional Services in San Diego, California
Job Description Summary
The BD Implementation Department manages, plans and coordinates the implementation of the Medication Management Solutions. Teams are assigned to customer projects and accounts based on regional/national organizational structures. These project teams include staff from BD and the customer, working in synergy with each other toward the common goal of an on‐time, successful system implementation. Activities include implementation project management, product and software installation, workflow, system design and configuration tasks, integration engineering functions and detailed customer relationship and account management activities. In addition to customer-facing responsibilities, this department is also responsible for many backend business functions including revenue forecasting and recognition, associate scheduling, equipment logistics (including ordering, customer confirmation and return authorizations), implementation methodologies, continuous improvement, solution design best practices and quality system requirements.
**The Manager, Professional Services is a home-based position that manages a remote team of implementation professionals across the United States.
What is expected of you for success in this role:
Build strong team environment, culture of teamwork, collaboration, continuous improvement
Provides technical guidance to employees in general product knowledge and implementation
Applies expertise to improve effectiveness and provide guidance to employees in own area
Develops processes and procedures to implement functional strategies
Champions effective scheduling strategies
Establishes strong customer relationships
Perform select Account Management functions for assigned customers
Drives close collaboration with Sales, Service and Support teams
Has accountability for managing financial resources
Has in‐depth expertise in own job family and knowledge of the related job families
Demonstrates a commitment to meeting/exceeding customer expectations
Ability to manage complex and multi‐faceted customer issues by leveraging strong relationships both internal and external.
Displays honest empathy regarding customers' concerns and issues; determines customers' needs and expectations and responds accordingly
Adopts customers' perspectives to understand their expectations; makes decisions in accordance with customer perspectives and cultural sensitivities
Utilizes knowledge of customers' offerings and collaborates with others as necessary to make recommendations that consider the impact of key business drivers
Advises customers on the potential impact of industry trends and external business pressures in light of their business strategy
Ability to absorb strategic product roadmap and articulate high-level vision to customer stakeholders
Integrates knowledge of BD’s organization structure into solutions development
Leveraging Functional Expertise
Applies comprehensive understanding of general concepts within own functional area to recommend solutions; demonstrates understanding of key business drivers
Tracks resource utilization and ensures that usage complies with budgets and protocols; identifies areas of concern; proficient in software and applications integral to responsibilities.
Demonstrates critical thinking and ability to improve current process and scheduling practices, including the standardization of resources requirements that span across every customer profile.
Recognizes unnecessary workflow steps and identifies synergies among processes to improve productivity; eliminates non‐value-added tasks
Maintains a strong focus on delivering high quality work; holds self to high quality standards
Results Measurement and Commitment
Uses available tools to identify shortcomings in protocols, programs or deliverables; participates in cross business team(s) to gather input on service and scheduling
Performs comprehensive studies of measurements against budgets and objectives; suggests improvements based on knowledge of best practices
Assists in initiating process changes; collects follow‐up data to determine if implemented improvements meet expected outcomes
Develops and is responsible for maintaining tools and performance/defect metrics to meet scheduling efficiency goals
Develops and maintains process to identify and recommend solution for scheduling prioritization and pipeline resource needs
Strategic Thinking ‐ Interprets internal / external business issues / interdependencies and adapts work priorities in own area
Establishes short‐term goals and assists in the definition of strategic plans for own work area
Change Leadership ‐ Embraces culture of change by authentically communicating the benefits, encouraging two-way communication, building an understanding of the change process and effectively addressing questions / concerns. Recognizes change roadblocks within one's own team and implements change management tactics to overcome them
Global Mindset ‐ Considers cultural and geographic differences when planning and making decisions
Builds effective, diverse teams that are inclusive of cultural differences
Considerable decision-making capability
Sensitivity to accuracy and timeliness
Ability to train and evaluate support staff
Education or Equivalent:
- Bachelor’s degree preferred or equivalent education and work experience.
Experience or Equivalent:
People management experience. Experience with managing virtual teams.
Customer/Client relationship management experience. Demonstrated success in driving customer satisfaction and quality.
Dispensing software technologies experience a plus.
Expertise in scheduling using complex methodology leveraging computerized system applications
Expertise in HIS/PIS systems and pharmacy and nursing workflow.
Ten or more years in a healthcare environment with technical (systems) involvement and computerized system applications.
Desire a working knowledge of a variety of software applications, including BD Medical Systems products and exposure to solution design processes.
Experience with integrated delivery networks/enterprise level health systems required.
Travel may range from 60% ‐ 80%, overnight travel
Must possess and maintain a valid driver’s license and meet BD’s auto safety standards
Position requires flexible working hours, including some nights and weekends.
Ability to work independently from home office.
Primary Work Location
USA CA - San Diego Bldg A&B
USA TX - San Antonio
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.