Associate Director – Business Process Owner (BPO) Customer Experience (CX)

Vantive: A New Company Built On Our Legacy

Baxter is on a journey to separate our ~$5B Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us are driven to help improve patients’ lives worldwide. Join us as we revolutionize kidney care and other vital organ support.

*Completion of the proposed separation of Kidney Care from Baxter into a standalone company (to be named Vantive) remains subject to the satisfaction of customary conditions.

This role will be focused on the “Day 2” program.  Day 2 creates an independent Vantive by transitioning employees to Vantive IT systems, business processes and facilities.  The term “Day 2” represents both a journey and a destination. Along the Day 2 journey – over approximately 30 months beginning in the fall of 2024 – Vantive will separate from Baxter. At the destination, Vantive will be fully operational with its own systems, platforms, and processes – enabling growth, performance, and agility.  Day 2 provides the foundation to transform Vantive into the vital partner driving kidney care and organ support, more completely fulfilling the pivotal needs of today’s clinicians and patients through innovative therapies, digital solutions, and advanced solutions.   

The Business Process Owner (BPO) role is critical to the success of Day 2.  This role will be responsible for defining, deploying and supporting Vantive’s future business processes.  Each BPO will have responsibility for a process tower.  The process towers include Prospect to Customer, Order to Cash, Make To Distribute, Forecast to Plan, Procure to Pay, Hire to Retire, Record to Report, MDM / Data & Analytics, Quality and Customer Experience.

Customer Experience (CX) will be defined as the Vantive interactions with our B2B customers, our patients, our B2B vendor partners and our regulatory agencies.

The Customer Experience BPO role is responsible for ensuring that Vantive improves CX in the following areas:

• Order entry
• Order status
• Delivery status
• Customer service
• Technical service
• Digital solutions
• Data quality and availability
• R&D processes
• Quality processes
• Product and service availability
• Regulatory processes
• Procurement and payment processes
• Collection processes
• Customer onboarding and offboarding
• Sales, marketing and advertising

The BPO will align with business leadership and create a global Subject Matter Expert (SME) network.  The BPO is responsible for working collaboratively with Vantive IT, a Solution Integrator (e.g. Accenture, Deloitte) and the business to ensure that future-state processes are defined.  The BPO will also ensure that the Vantive business is able to successfully and efficiently operate with the new technology solution.  This includes helping with testing strategies, data quality initiatives and general decision making on future state business requirements. The BPO will champion change management to ensure that business constituents are trained, informed and ready to transition to new systems and processes.

Teams will be organized by process tower, and the BPO will partner directly with a Solution Integrator Lead (e.g. Accenture, Deloitte) and a Functional IT Lead from Vantive IT.  The team will support the full software development lifecycle.  This includes development, testing and deployment. The team will also support hypercare processes for each deployment to ensure success metrics are met.

This role will need to define and measure value realization for the program and ensure clear success metrics are defined for the business to ensure successful operations after deployment.

What position contributes to program:

• The BPO role is responsible for defining and approving business requirements on behalf of the business SMEs that will receive the new technologies delivered as a part of the program.
• The BPO must demonstrate functional process knowledge broadly across the Vantive business or related healthcare business and be able to make recommendations on program scope decisions.
• The BPO will support targeted organizational change management deliverables for assigned projects – including change impact assessments, stakeholder engagement and communication plans, evaluation plans, case for change roadmaps, training plans, sustainability plans and resistance/coaching plans.
• The BPO will collaborate with a wide variety of teams and stakeholders to assess the impact of proposed changes on team members, processes, and systems.
• The BPO will identify and analyze potential risks and challenges associated with change and develop mitigation strategies.
• The BPO will create and deliver effective communication plans to keep all stakeholders informed throughout the change process including external and internal stakeholders.
• The BPO will support the production and delivery of training materials associated with the project aligned with functional area.
• The BPO will measure the effectiveness of the change management deliverables and make data-driven adjustments, as necessary.
• The BPO will conduct regular assessments to gauge the organization's readiness for change and recommend actions.
• The BPO will work closely with the other program teams to ensure success in program goals including cost, schedule, time, and quality.

What you'll be doing

• Provide collaborative influence in a matrixed program team.
• Positively influence others and help drive the organization to a solution that is fit-for-purpose and globally standardized to the extent possible.
• Help manage program scope, schedule, quality of defined program timeline and budget.
• Demonstrate functional process knowledge.
• Provide consulting on process impacts to the organization.
• Support program guiding principles, policies and procedures to achieve program goals.
• Collaborate with internal and external partners to deliver on commitments.
• Provide sound decision making, balancing desired requirements of the business and program objectives. Decisions have an extended impact on work processes, outcomes, and program stakeholders.
• Interact clearly with internal and/or external leaders, including senior management.
• Persuade others into agreement in sensitive situations while maintaining positive relationships.
• Demonstrate the ability to develop working relationships at all levels of management.
• Demonstrate general understanding of hardware/software platforms including but not limited to operating systems, databases, application servers, web servers and integration technologies.
• Support system implementations that ensure success and minimize risk of system outages or other negative production impacts.
• Create solutions to issues within the respective process tower while keeping impacts to the broader solution in mind.
• Self-starter, a critical thinker, a problem solver, and can quickly build working relationships with diverse stakeholders in our organization and understanding of how people go through a change and the change process.
• Exceptional communication, interpersonal, and presentation skills.
• Analytical skills to measure the impact and success of change initiatives.
• Demonstrated ability to manage multiple projects and deadlines simultaneously.
• Flexible and adaptable; able to work in ambiguous situations.
• Adaptability, creativity, and problem-solving skills.

What you will bring:

• Designing end-to-end business processes.
• Partner with the Solution Integrator to understand “standard” processes within the technology solution versus “customized”.
• Lead the teams to ensure minimal software (ERP) customization.
• Govern process exception requests and customization requests.
• Ensure business requirements are met through the new ERP solution.
• Document value realization and success metric definitions and track for assigned business function.
• Contribute to the successful exit of Baxter TSAs per the plan created during design.
• Communicate activity status for updates to the work plan for the process tower.
• Ensure quick decision making overall, with emphasis on issues that are aligned to the process tower.
• Participate in test strategy definition to ensure process operations can be fully tested through test cycles with focus on process inter-operability, meeting customer and supplier needs and successful quality criteria for go-live.
• Support efforts of data migration and cleansing including coordinating with business functions to cleanse data prior to implementation.
• Monitor quality of deliverables/key project risks for assigned areas of responsibility.
• Participate in planning for deployments and assisting with managing deployment activities for the successful execution of go-live process for each phase of the program.
• Manages scope of the solution overall through established guiding principles of the program.
• Support change management framework including stakeholder analysis and management.
• Participate and support development of external communications plan through program.

Preferred Qualifications:

• Bachelor’s degree in business, MIS, Computer Science
• 10+ years of experience in functional area either in business operations or transformational programs.
• Previous experience with ERP and divestitures a plus.
• Experience in healthcare is desired.
• A consulting background or experience with project management considered an asset.
• Strong experience in a compliance-oriented culture.
• Experience in a data-intensive environment and understanding how best to leverage data as a competitive advantage.
• Experience with ERP software such as Oracle and SAP suite is a plus.
• Collaborating and Influencing - Negotiates with a genuine give-and-take approach, where parties act as true peers and decisions are shared.
• Driving Results - Has a passion for achieving excellence in delivery, solving complex problems, and taking ownership.
• Excellent oral and written communication skills preferred.

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $152,000 to $209,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses, and/or long-term incentive. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

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