BD (Becton, Dickinson and Company) Global Manager Workflow and Customer Solutions in Sparks, Maryland

Job Description Summary

Job Description


The Global Manager Workflow and Customer Solutions is responsible for the enhancement of the overall BD Diagnostic Systems (DS) customer experience through development and application of the DS Customer Engagement Model, with specific focus on integrated workflow solutions for the Women’s Health and Cancer (WH&C) and Molecular platforms. Identifies and drives integrated solutions to align with the competitive differentiation for the complete BD DS portfolio. Establishes and maintains a worldwide communication network with global and regional commercial specialists, implementing best practices and acts as a key partner to the regions to grow market share. Drives integration of the Customer Engagement Model with focus on the WH&C and molecular platforms through coaching of global teams.


Improve how BD engages with customers:

  • Driving commercial excellence across the DS organization through development, implementation and application of a standardized Customer Engagement Model driving enhanced customer experience, including education of global, regional and functional resources

  • Development, implementation, maintenance and application of relevant (customer facing) tools and documentation integrated into the DS Customer Engagement Model

  • Demonstrate understanding of commercial models with focus on integrated sales and implementation cycles, its application and benefits

  • Uses the knowledge and understanding of global customer needs and challenges experienced across clinical laboratories to develop new sales and implementation tools, strategies and frameworks

  • Drive for best-in-class customer experience through standardization, compliance, proficiency globally and will act as the voice for various commercial roles: workflow specialists, application specialists, project managers, customer success executives and change agents

  • Supports the functional development and practical application of related commercial modules through active Voice of Customer/Business (VOC/VOB), including development of reports and dashboards to track key metrics

  • Develop, maintain and implement customer facing commercial toolkits

  • Design, develop and maintain organizational processes and technology supporting both the associate- and customer journey

Integrated workflow and information solutions:

  • Enhance the DS customer experience by implementing and maintaining integrated workflow programs, aligned to the solution information flow and IT integration solutions

  • Liaise with Global and Regional teams to optimize related processes, tools and education for DS workflow programs, tools and procedures

  • In close partnership with the Global HCC team, develop, implement, maintain and apply workflow program and tools to DS platforms

  • Provides coaching and mentoring to regional commercial resources in application of global standards (programs, tools and procedures) through regular team touchpoints and 1-1 communications

  • Collect feedback from internal and external stakeholders to further improve DS Customer Engagement Model or DS offerings related to the integrated Solution Design workflow processes

Other responsibilities:

  • Navigate BD IT landscape to implement key-tools from the DS technology roadmap with focus on the DS SFDC Engagement Module and relevant tools

  • Drive solution focused approach with global and regional resources, ensuring that all customer facing documentation related to the focus areas of the role aligns with customer needs


  • Background in workflow-, lean management or other relevant healthcare commercial fields

  • Must have a minimum of a BA/BS degree in: medical, healthcare technology, related science, business or other related degree

  • Strong knowledge of healthcare landscape and associated challenges (IT, Workflow, Change management)

  • Understanding of current and emerging use of clinical information systems and technologies that support healthcare information systems and industry

  • Understanding of commercialization of medical solutions or services, including full customer lifecycle

  • Must have excellent communication, presentation and writing skills and be comfortable communicating across stakeholders from executive suite to departmental representatives

  • LEAN certification preferred

  • Personal characteristics: dynamic, team player, detail-oriented, critical thinker, self-motivated, enthusiastic, resourceful - "will figure it out", customer-focused, interested in professional development/career progression, personable

  • Process orientated, strategic thinking and business understanding

  • Communication and presentation skills

  • Working independently and in teams

  • Decision making, results and performance driven

  • Coaching and conflict management

  • Priority setting, focus, follow up and control

  • Project- and organizational change management

  • Demonstrated ability to establish effective relations at all levels of organization

Primary Work LocationUSA MD - Baltimore

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