Associate Director, Customer Experience & Continuous Improvement
Job Description Summary
Job Description
We are the makers of possible
BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.
We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.
Job Overview
The Associate Director, Customer Experience & Continuous Improvementfor ourDiagnostic Solutionsbusiness reports directly to the Director, Business Process Excellence, Diagnostic Solutions. The Associate Director, Customer Experience & Continuous Improvement will lead efforts to identify, track and resolve the most pressing customer-impacting issues across products and services. This role will also play a key role in evaluating and improving customer issue management and communication processes across the Diagnostic Solutions business, driving quality and experience that our customers deserve. This role is critical in driving continuous improvement, enhancing customer experience, and ensuring cross-functional alignment and accountability in issue resolution processes.Expected travel up to 30%.
Responsibilities
Leadership & Strategy
Lead development and execution of a strategy and process for understanding and triage of critical customer issues that require an additional level of support to resolve beyond existing functional efforts.
Define, track and communicate KPIs and success metrics for customer issue management.
Champion a customer-first mindset across the Diagnostic Solutions org matrix.
Issue Management & Resolution
Oversee the defined customer issue management process for the most pressing customer issues, from intake and triage to root cause analysis, resolution and post-mortem analysis.
Ensure timely and effective resolution of high-impact customer issues achieved through driving robust action plans with cross-functional teams.
Maintain centralized tracking via dashboards and reports to monitor performance, drive transparency, and identify areas for improvement.
Process Improvement
Evaluate existing customer issue management and communication processes, identifying opportunities for improvement that will enhance customer experience.
Identify trends and systemic issues through data analysis and customer issue resolution.
Develop and implement process improvements to reduce issue recurrence, improve resolution times, and enhance customer experience.
Education
Bachelor’s degreerequired with a focus in Engineering, Business, or a related field preferred
Advanced degree preferred
Experience
8+ years of experience in customer experience, quality assurance, or product operations, with at least 3 years in a leadership role driving cross-functional initiatives.
Experience in continuous improvement and customer advocacy.
Proven track record of managing complex cross-functional initiatives.
Strong analytical skills and experience solving complex customer issues.
Strong organizational and project management skills.
Excellent written and verbal communication skills; ability to present information in relevant, easy to digest settings to cross-functional teams and senior leaders.
Ability to interface effectively and influence across all levels and functions in a matrixed environment.
Agile learner and self-starter with a sense of urgency and an ability to thrive in a fast-paced, dynamic environment.
Full-time hybrid role (4 days a week in office, when not traveling, and remote Friday) at our Sparks, Maryland site preferred or remote if not based close to our Sparks, Maryland site.
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
Why Join Us?
A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.
To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.
To learn more about BD visit https://bd.com/careers
Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.
Required Skills
Optional Skills
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Primary Work Location
USA MD - Sparks - 7 Loveton CircleAdditional Locations
Work Shift
At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture. We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.
Salary or hourly rate ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary or hourly rate offered to a successful candidate is based on experience, education, skills, and any step rate pay system of the actual work location, as applicable to the role or position. Salary or hourly pay ranges may vary for Field-based and Remote roles.
Salary Range Information
$139,900.00 - $230,800.00 USD AnnualRecommendto a friend
Approveof CEO
"Purpose driven company where associates work every day to make healthcare better. A lot of great initiatives going on to make BD the best MedTech company in the world."
Anonymous, Franklin Lakes, NJ