Manager, Optimization Global Customer Service

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.

Summary

Responsible for managing optimization efforts for customer service shared service. Expected to serve as an advisor and guide to country/regional customer service leadership in issue-driven, in-depth process improvements and project management. This individual will build and lead a global supporting team of specialists who investigate operational deficiencies and design improvements and implement systems and/or tools. Accountable for identifying and managing value-driven projects that represent efficiency gains and cost savings.

Essential Duties and Responsibilities.  The incumbent will perform other duties as assigned.

Manages and leads the performance of Optimization Specialists. Develop and maintain methods and systems for measuring project performance. Identify and address gaps in customer service processes including cross-functional workstreams within supply chain. Deliver clear and concise project updates to senior leadership. Partner with Commercial and ISC leadership to collaborate with all functional areas and manage implementation. Conduct root cause analyses and utilize six sigma-lean principles for improvement and optimization of customer service teams globally. Design and monitoring of continuous improvement projects utilizing lean methodologies. Execute defined strategies to ensure cost containment, cost savings, productivity, and efficiency objectives are met in advocacy of a consistent effortless customer experience.

Qualifications.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  List knowledge, skills, and/or abilities required. 

• Demonstrated ability to work within a matrix environment.
• Working knowledge of lean methodologies such as six-sigma, kanban, scrum.
• Demonstrated initiative, strives toward continuous improvement & learning; takes action without being prompted; is motivated & resourceful in achieving successful results quickly.
• General skills needed to perform the job:
  • Critical analytics and conceptual thinking
  • Must have excellent soft skills including communication, people skills, decisiveness, accountability, ownership, being a collaborator, and self-motivated
  • People management
  • Strong business/financial acumen
  • Project management
  • Strategic thinking supporting a proactive, innovative approach that prioritizes needs of the customer while balancing the needs of the business
  • Attention to detail
  • Demonstrated strong leadership/facilitation characteristics

Education and/or Experience.  Include the education and/or experience that is necessary to perform the job satisfactorily.

• Bachelor’s degree
• 4+ years lean six-sigma, continuous improvement, and/or project management experience; with a healthcare business experience preferred
• Customer service or contact center environment experience preferred

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.

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