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Product Owner (Sr Mgr, IT) for Voice Services & Contact Center Solutions

Req # JR - 140196 Location Deerfield, Illinois, United States Job Category Information Technology Date posted 06/21/2024
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Overview

This is where we value your strategic mindset, technical expertise and passion for innovation. If you are someone who has the ability to transform strategies into actionable plans while also demonstrating empathy and a willingness to assist others, this might be the right opportunity for you. Your contributions will make a significant impact on Baxter's mission to save and sustain lives.

  • Paid Time Off

  • Employee Heath & Well-Being Benefits

  • Continuing Education/ Professional Development

  • Support for Parents

  • Employee Assistance Program

Success Profile

What makes a successful Information Technology team member at Baxter? Take a look at some of the top traits we’re looking for and see if you’re a fit.

  • Strategic Business Partner
  • Communicator
  • Curious
  • Results driven
  • Collaborative
  • Problem Solver

Product Owner (Sr Mgr, IT) for Voice Services & Contact Center Solutions

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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.

Your role:

As the Product Owner (Senior Manager), for Voice Services & Contact Center Solutions you will be responsible for leading the global strategic direction and management of all Telephony experiences and Contact Center services across all regions for Kidney Care. You will be responsible for building and adjusting services based on the changing demands. You will be accountable for all the Voice services (including our large manufacturing sites) and also supporting the different businesses requiring Contact Center technology (Patient, customer, and agent experiences across phone, email, chat, text, and social channels).

You will stay abreast of industry trends and will align solutions with the organization's overall business objectives, playing a crucial role in ensuring the seamless operation of the company's IT Voice and Contact Center services, supporting various departments, and contributing to the overall efficiency and success of the organization. You will bring industry best practices to the Kidney Care segment!

What You’ll Be Doing:

  • Lead a large, globally diverse agile team responsible for Voice Experience & Contact Center Solutions supporting levels 1-3.
  • Develops and implements the strategic vision for Unified Communication & Contact Center services aligned to the overall IT and business objectives.
  • Partners with senior IT leadership to develop the strategy for the global Infrastructure and Operations function.
  • Responsible for the design, implementation, and continuous improvement of IT Voice services & Contact Center Solutions.
  • Establish and monitor key performance indicators to measure effectiveness of the platform.
  • Champion a customer-centric approach to IT service delivery focusing on improving the end user, customer and patient experience.
  • Working closely with Enterprise Architecture, develop the product roadmaps based on customer feedback with the aim of a continuous improvement cycle.
  • Manage and prioritize the product backlog.
  • Carrying the product vision and planning the product roadmap.
  • Manage relationships with external vendors and service providers to ensure delivery of high-quality services.
  • Lead and mentor an agile team of IT services professionals, providing guidance and support.
  • Ensure timely and effective incident resolution, problem management, and service request fulfillment with DevOps principles in mind.
  • Collaborate with other departments to understand their needs and align solutions accordingly.
  • Stay abreast of industry trends and technologies to make informed recommendations for improvement.
  • Plan and manage the overall budget for the IT services in scope.
  • Always looks for ways to automate the solutions & services provided.
  • Works with Senior Leadership to develop the necessary structure, resources, and processes to manage the organization’s current activities and long-term projected growth.
  • Create business requirements and work closely with the partners and internal teams to guide the product development on all dimensions including content, timing, quality…
  • 15% travel expected.

What You’ll Bring:

  • Bachelor's degree in computer science or equivalent experience.
  • 10+ years of IT Unified Communication and Contact Center services management experience, and familiarity with cloud-based platforms and legacy on-prem solutions.
  • Mandatory experience in Unified Communication/Contact Center product management.
  • Industry/Vendors certification (CCNP/CCIE collaboration, Microsoft, Genesys, AWS, Zoom, Salesforce, Five9, Nice,…).
  • Agile/Scrum/Project Management certifications.
  • Experience with Contact Center as a Service (CCaaS) solutions.
  • Previous experience as Product owner, Scrum master, SRE role.
  • Ability to communicate complex systems and ideas across multiple departments.
  • Experience with SIP-based architectures, Microsoft Voice Solutions, PSTN as a service model,  …
  • Strong knowledge of IT security and data privacy best practices.
  • Self-motivated; works well with little supervision, works well in a team environment.
  • Must possess strong decision making and problem-solving skills.
  • Comfortable working with ambiguity and change; able to work in a fast-paced environment.
  • Experience managing IT personnel and external service providers.

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 $144,000 - $198,000 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. 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.

#LI-BG1

The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.

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.

EEO is the Law 
EEO is the law - Poster Supplement
Pay Transparency Policy

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.

140196
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Address

Explore this location 1 Baxter Parkway
Deerfield, IL 60015
United States of America
Explore This Location

Hear from Our Employees

Our company is enriched by a diverse population of individuals in more than 100 countries that work to solve, innovate, manufacture and drive better healthcare options for patients around the world.

Meet Anchal Tayal, Principal Software Engineer, India

“I am proud to be associated with a company whose mission is to Save and Sustain lives. As a Principal Engineer, my key responsibility is to design and implement the new product features in the most efficient, effective, and maintainable way. These products are designed to empower our patients worldwide. It has been an exciting journey so far full of learnings and a sense of satisfaction in what we do and how it impacts lives.”

Meet Jorge Ramirez, Senior Specialist - Mexico

“Technical skills are really important, but in my case, Baxter helped me in developing soft skills like leadership, work ethic, problem-solving, adaptability, and communication. I’ve learned this by following the example of my manager and some other valuable people. Baxter was the first company that offered me a career plan since the beginning, that was a game changer for me.”

Meet Malgorzata Grzesik, Senior Project Manager, USA

“I feel that everything that I know at work, I learned it from others. We have amazing people from all over the world with different backgrounds, whom I get to work with and learn from every day. I am part of an organization where developing new skills and growing professionally are welcomed and embraced. I have been given many opportunities to grow and take on new challenges. I am also excited and ready for the new ones to come along. With the support of our IT leaders and amazing teammates, we do great things.”

Meet Reagan, Senior Research Scientist in the United States

“For me, the best thing about working at Baxter is being able to do work that’s important to people—especially patients—outside of Baxter's walls. Inside our walls, I get to work with a fantastic team, and we know we're making a difference.”

Meet Karthik, Director of Renal Care R&D - Digital Health & Co-President of the Asian Leadership Network Business Resource Group, United States

“I’m excited about my role because I believe that digital initiatives can make a tremendous impact on lives by allowing people to access the same therapies and have similar care — whether in a hospital, a healthcare clinic, or the patient’s home — anywhere in the world.”

Meet Amitha, Research Associate in India

“Coming from a non-healthcare academic background, my current role has offered ample opportunities to learn a lot of new things. Leaders at Baxter are motivating, help us grow and provide a collaborative environment. The role gives me opportunities to have technical discussions with peers and subject matter experts globally, to learn interacting with customers, and manage project deadlines and deliverables. I am excited about shaping my career here at Baxter.”

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