Global Business Process Manager, Customer Service CoE

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

Support & Lead Global Customer Service CoE roadmap priorities to drive value for Baxter, in close collaboration with the regional-local commercial organizations/ SC stakeholders, to ensure the needs of the customer are met in a timely, consistent manner. This roadmap contains both technology (Boost Customer Service; Digitalization of interactions/ self-service capabilities/ Data Ecosystem/ Enterprise infrastructure) as well process/ continuous improvements (Best Practice Sharing globally/ automation of transactions) and building the connection thru system/ people and process with our commercial partners to build a strong foundation of customer segmentation, incl SC service menus, to deliver an unmet customer experience & profitable growth for Baxter.

This position is a member of the Global Customer Service Center of Excellence and its prime focus is on global standardization/ optimization of people, process and technology. Execution of project Phoenix is a key deliverable for the first 24 months.

Essential Duties and Responsibilities

• Capability to lead and manage different types of projects in different countries to drive the best customer experience in line with commercial objectives per region
• Actively share and advocate best practices Globally and drive for standardization
• Lead country/regional/ global projects as a senior project manager using the Lean Six Sigma methodology
• Standardize and optimize reporting structure at Global, Regional, Cluster & country levels; KPI reporting/ Project reporting (A3)/ VIP reporting/ EKS tracker reporting
• Challenge business practices and propose opportunities for improvement, thru using the TCTS files and driving standardized processes/ T&C’s
• Manage our continuous improvement pipeline; ensure our innovation & continuous improvement focus for future is secured
• Manage regional continuous improvement programs by region at request
• Support/ lead any future integrations
• Be a partner for the commercial organization to implement CX solutions to increase/ maintain/ win business with customers
• Be an integral part of the Global CS CoE (monthly & quarterly meetings)
• Business acumen
• Finance and project management
• High interest in technology
• Respect Good Documentation Practices
• Respect SOX control regulations
• Write Standard Operating Procedures and ensure compliance
• Ensure compliance of all programs used
• GDP knowledge

Qualifications

• Business degree
• Logistics & SC degree
• LSS greenbelt/ blackbelt or willingness to certify
• Fluency in English, verbal & written is mandatory
• Minimum 5 years Management experience with customer facing operations, project management and supply chain management
• Ready motivated to gain/ learn senior project leadership skills
• Must have demonstrated excellent leadership, interpersonal, planning and communication skills
• Customer and result oriented
• Ability to prioritize major improvement projects cross functional/ cross country/cluster.
• Ability to think innovatively and strategically.
• Good project management skills.

Location to perform this role is flexible in Europe/US.

Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to Americas_TTA@baxter.com and let us know the nature of your request along with your contact information.

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