Global Product Owner

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

The Customer Service SME/business product owner for salesforce (CRM) is responsible for the implementation of new processes and systems according to the implementation roadmap for countries in scope. This includes the deployment of internal processes and tools as well as automation processes with third party service providers (order entry automation), ensuring that the new processes do not impact the level of service to hospitals, distributors, or patients at home.

You'll need to collaborate with all relevant partners such as the Regional Lead, Global IT Product Owners, Project Managers, and local Customer Operations to deliver a successful solution that will contribute to reliable and consistent great customer experience every single day.

What you'll do:

• Support the organisation of the fit/gap sessions.
• Collect information on business requirements and specific processes.
• Challenge specific local requirements and investigate if standard processes and functionality can be applicable.
• Together with Global PO’s and PM’s review the gap list and agree on importance and prioritisation.
• Work with the Regional lead, Global POs, and PMs to document the requirements and validate the Epic/Story and the acceptance criteria.
• Solution demo’s: Participate to solution demos after each iteration, and provide feedback in collaboration with the Regional Lead, Global PO’s and PM’s or accept the user stories based on acceptance criteria.
• Support the developers by clarifying requirements if needed on close collaboration with the Global PO’s and PM’s
• Organize and conduct solution demos with SME’s and business partners.

User Acceptance Testing: Support the organization of UAT sessions and independently run UAT with SMEs from other countries on Salesforce/JDE. Perform UAT testing.

End User Training: Review master training materials and identify enhancements, needed updates and feedback in general.

Cut-Over:

• Identify business cut-over scenario is and align with Global team
• Communicate cut-over plan with the end users and other collaborators (support Regional Lead)
• Hypercare support: ▪ 1st level support for the end users ▪ Resolution of “How do I?” questions ▪ In case of defects, perform an initial investigation and if needed raise to the Global PO in the War room. ▪ Participate to triage and prioritization calls and help to define severity and/or priority
• Communicate back to end users ▪ Organisational Change: ▪ Drive standardisation and promote out of the box thinking ▪ Promote innovation and challenge the status quo for systems, processes, and organisations ▪ Clarify processes, new ways of working and system functionality to peers, SMEs, and other partners.

What you'll bring:

• Salesforce: Have a good understanding of how salesforce service works in global setting, effective navigation capability on salesforce, know how to create Adhoc reports, have an understanding of salesforce capabilities such as case management, user setup, account management, notifications, organisations, territories, portals, order processing, returns, etc.
• Diligence: Demonstrates meticulous attention to detail in handling billing processes and resolving disputes, ensuring accuracy and compliance in all transactions.
• Problem Solving: Exhibits strong critical thinking skills, with the ability to identify and resolve billing issues promptly, minimising impact on customer satisfaction.
• Communication Skills: Possesses superb communication skills, capable of clearly and effectively interacting with customers, team members, and cross-departmental partners.
• Collaboration: Shows a good ability to work multi-functionally within the team and across departments, ensuring detailed billing operations and a unified approach to customer service.
• Customer Service Orientation: Maintains a focus on customer satisfaction, working diligently to resolve billing inquiries and disputes with a positive and initiative-taking approach.
• Adaptability: Demonstrates flexibility and adaptability in running multiple priorities and adapting to changing business needs and processes.
• Process Improvement: Actively seeks ways to improve billing processes and customer service delivery, contributing to the team's efficiency and the overall success of the organisation.
• Willing to Travel.
• Knowledge of e-commerce (Salesforce CRM) and self-service portals is critical requirement.
• 3-5 years of experience within customer service/ supply chain roles, preferable with some level of project management
• Technical Proficiency and interest in software product design and development projects
• Understanding of regulations to consider in the MD industry (Quality, PV, Data privacy)
• Degree: minimum Bachelor Level or equivalent experience

What are some of our benefits of working at Baxter?

• Competitive total compensation package
• Professional development opportunities
• High importance placed on work life balance
• Commitment to growing and developing an inclusive and diverse workforce.
• Baxter is committed to growing and developing an inclusive and diverse workforce – you can read more about our specific values here https://www.baxter.com/careers/inclusion-diversity.

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.

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.