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BD (Becton, Dickinson and Company) Operational Excellence Manager - Strategic Analytics, REMOTE in San Diego, California

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.

Job Description Summary: The Operational Excellence Manager – Strategic Analytics supports the GCS (Global Customer Service) organization through leading and contributing to people, process, and transformational technology strategy and projects utilizing data analytic skills, process improvement best practice methodologies, functional knowledge, and business acumen. This role should have a proven record of leading and contributing to process transformation, operational, and technology initiatives. Their focus will be: conducting and leading cross-functional strategic analytics and large-scale business case creation through the identification of success criteria and ROI impacts, identifying and driving connected insights, recommendations, and process improvements across GCS, and leading change through execution.

Please note: This is an Individual Contributor position

We are unable to support Visa Sponsorship for this role

Department Overview

BD’s Global Customer Services (GCS) organization is transforming the customer experience on our journey to advance the world of health. The mission of the Operational Excellence team, part of the broader GCS Customer Experience & Operational Excellence organization, is to empower GCS to deliver exceptional customer & associate experiences by driving data-driven transformative and continuous improvements to people, process, and technology.

To be successful in this role, we are looking for someone who is:

  • Comfortable with ambiguity

  • Has strong data analysis, forecasting, and storytelling capabilities, with a focus on communicating strategic opportunities and impact

  • Savvy with strategic operational analytics to identify trends/root causes, and develops strong recommendations on how and what to measure to drive holistic organizational performance

  • Strong ability to create business cases, and juggle multiple competing initiatives through rigorous prioritization

  • Able to streamline processes and drive transformation using strong facilitation, influencing, and change adoption skills

  • Has strong skills to manage executive audiences, set expectations, and influence for results

  • Comfortable thinking big picture, driving transformation through ideal state exercises, and creating project roadmaps for design teams to execute upon

  • Able to quickly ramp up into new areas and drive ownership

  • Passion for problem solving and collaboration

  • Curious and able to ask probing questions to uncover root causes

  • Effortlessly juggles multiple competing initiatives through rigorous prioritization

The Operational Excellence team is a group of self-starting, go-getters who seek to continuously improve and learn in everything we do. An iterative, open, and driving mindset is a must-have for being part of this successful team.

Specific Duties, Activities and Responsibilities (% of time)

Data Analytics, Visualization, & Insights - 45%

Strategy & Process Improvement - 30%

Leading Change & Transformation - 20%

Administrative/Other - 5%

Knowledge, Skills and Abilities

The Operational Excellence Manager – Strategic Analytics will effectively conduct the following activities as part of their role:

Data Analytics, Visualization & Insights

  • Develop holistic recommendations and provide impact assessments on: key GCS operational metrics, resource management, and forecast modeling and analysis needs – leveraging disparate datasets across GCS to tell the story of operational performance and develop actionable recommendations to inform strategic direction

  • Provide deep dive analysis of quantitative and qualitative data and recommend actionable insights and solutions to leadership on strategic direction

  • Translate the key takeaways into a compelling story for the executive audience

  • Create and maintain audience-based metrics messaging and presentations for large portfolio initiatives (line level through Executive leadership)

  • Drive meaningful business outcomes and strategic initiatives using data-based findings to continuously improve operations

  • Layer in business cost impacts and implications to data findings

  • Lead / Conduct analyses to provide strategic recommendations on KPIs and targets to drive business performance

  • Lead / Conduct data driven deep dives to understand data trends, root causes, and create actionable recommendations and plans to address to improve performance and scalability

  • Identify and monitor key measures to ensure project success; prepares and delivers project team and executive level updates on initiative performance, key risks, actions, and decisions

  • Identify and implement methodologies to measure and track key performance indicators in alignment with industry standard and applicable benchmarks

  • Benchmark business performance to industry averages, and create data driven plans to drive evolution

Strategy & Process Improvement

  • Develop GCS-wide data-driven business cases for strategic and continuous improvement projects with a focus on sustainable tracking approaches and successful business monitoring/control mechanisms

  • Use data insights, industry trends and discoveries, and process knowledge and critical thinking to identify and validate process improvement opportunities

  • Facilitate process design, value stream mapping, and improvement sessions, developing project plans based on outputs to drive business transformation

  • Lead research on industry and internal best practices to drive transformation vision and roadmaps

  • Facilitate forecasting and financial consultation to leadership teams as inputs to strategic planning

  • Provide Mentoring and coaching others on best practices related to facilitation of design and process improvement sessions

  • Develops business cases, scope, and roadmap, inclusive of change management strategies, for continuous improvement projects, creates business cases for large scale initiatives

Leading Change & Transformation

  • Drive execution of process improvements to meet performance and experience targets

  • Create and deliver stakeholder and executive level initiative updates, reviews, impact analyses and business case presentations

  • Develop and lead presentations that deliver succinct/concise recommendations to the management team, providing clear rationale & justifications

  • Partner with stakeholders on plan to manage the impact of a project, including training, adoption, communication, and risk management plans

  • Ensure the adoption of new tools, processes, and behaviors by identifying needs and crafting audience-based plans to support user adoption

  • Proactively identify long term strategy for initiative ownership and adoption within the business

  • Establishes rapport with internal and external stakeholders that is conducive to a long-term business relationships

  • Able to quickly corral and maintain focus in a rapidly changing environment, and can produce plans flexible to meet changing business needs in targeted timeframes


  • Timely completion of internal company documentation

  • Timely completion of any Company or Department required training

  • Mentor others on best practices for data analytics and visualization, industry trends, and process improvement

  • Performs other duties as assigned

Education or Equivalent:

  • Bachelor’s degree required. Masters, MBA, or equivalent experience.

Experience or Equivalent:

  • 5+ years of experience in strategy, consulting, business/operational data analysis, customer experience analytics, or data-driven operational excellence roles

  • 7+ years leading in the areas of business process improvement, Lean Six Sigma, continuous improvement, data analytics or business intelligence

  • 5+ years of experience with using data visualization tools such as PowerBI, Tableau, Qlikview

  • 5+ years of relational database and/or statistical computer programming language experience (including advanced Excel, SQL, VBA, R, Python, etc.) to manipulate data and extract insights from large datasets

  • Knowledge of advanced statistical techniques and concepts (regression, forecasting models, correlational and scenario analyses, etc.)

  • Strong data analysis skills, with experience extracting insights and communicating the story to an executive audience

  • Experienced in developing and measuring robust program success criteria and business case measures

  • Proven ability to visualize data and convey ideas to multiple audiences and levels of the organization

  • Strong ability to create synthesized, executive level presentations and read outs

  • Strong ability to informally influence at the executive level; ability to effectively challenge, debate, and speak up

  • Has successfully managed/supported multiple strategic projects cross-functionally in an iterative, fast paced environment

  • Embodies lean practices with an incremental, agile mindset and can quickly adapt with business strategy changes

  • Strong project management and facilitation skills

  • Experience in change management and adoption methodologies

  • Experience with customer service, operations support and/or implementation teams preferred, but not required

  • High attention to detail while multi-tasking on complex deliverables

  • Ability to effectively individually prioritize with team and organization priorities to meet goals in the face of multiple demands

  • Strong analytical, problem-solving, verbal, listening and interpersonal skills

  • Excellent Verbal, Written and Communication Skills

  • Experience working with CRM systems desirable (SAP, Salesforce)

  • Strong MS office skills, particularly in advanced Excel, PowerBI, and PowerPoint

  • Ability to balance workload in a fast-paced environment, while working on multiple competing priorities simultaneously

  • Act as a key contributor in a complex environment

  • Works with a minimal degree of supervision


  • PMP, Lean Six Sigma, and/or Change Management certifications highly desirable

  • Advanced certifications in data and/or statistical analysis tools highly desirable


  • Work Environment: Travel up to 10%. Remote position.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

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

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 Location

USA CA - San Diego Bldg A&B

Additional Locations

USA AZ - Tempe Headquarters, USA IL - Vernon Hills, USA MO - St Louis, USA NC - Cary, USA NC - Durham (Tripath Oncology), USA NC - Research Triangle Park, USA TX - San Antonio

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.

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.

All applicants should complete the on-line application process. BD is committed to working with and providing reasonable accommodations to individuals with disabilities. If you require assistance or an accommodation because of a disability to participate in the application process, please call 855-BD-HELPS (855-234-3577) or email