UCAN Associate Director, Customer Service

This is whereyour work makes a difference.

At Baxter we believe every personregardless of who they are or where they are fromdeserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today tomorrow and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together our community is driven by a culture of courage trust and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations and we hold each other accountable for delivering exceptional results.

Here you will find more than just a jobyou will find purpose and pride.

Your role at Baxter

Lead and manage a diverse team across the UCAN region disciplines and business segments.

What youll be doing

• Thrive in a matrix environment leveraging ambiguity to drive innovation collaboration and results.
• Conduct regular performance reviews and provide constructive feedback
• Identify develop and deploy 1-3 year strategies to achieve business objectives
• Analyze customer and employee feedback and metrics to identify areas for improvement and develop corrective action plans.
• Collaborate with senior leadership and cross-functional stakeholders to align customer service goals and overall business strategy
• Identify opportunities to improve metrics (e.g. adherence service levels self-service utilization productivity)
• Develop and manage the departments budget(s) track and monitor expenses
• Communicate effectively with team members internal and external stakeholders to resolve customer issues and optimize cost
• Provide regular reports and updates to Sr. Leadership on customer service performance and trends
• Ability to travel 30%
• Other duties as assigned (<20%)

What youll bring

• Bachelors degree
• 5-7 years of customer service leadership experience preferably in the life science medical or healthcare industry
• Proven ability to thrive in a matrix environment leveraging ambiguity to drive innovation collaboration and results
• Excellent business and financial (i.e. budget and P&L) acumen
• Proficient in customer relationship management software (e.g. Sales Force) contact center software (e.g. Genesys Five9 Avaya) and ERP software (e.g. JDE SAP)
• Proven track record of improving customer satisfaction and employee engagement
• Strong analytical and problem-solving skills with the ability to interpret data and drive business decisions.
• Excellent communication and interpersonal skills
• Experience with Lean processing methodology Six Sigma or other process improvement frameworks.
• Ability to work in a fast-paced environment and handle multiple priorities
• Proficient in Microsoft Office including Word Excel and Outlook
• Ability to learn and adapt to new systems processes and products

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 $128000 - $176000 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.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

US Benefits at Baxter (except for Puerto Rico)

This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one as well as insurance coverage for basic life accident short-term and long-term disability and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP) with the ability to purchase company stock at a discount and the 401(k) Retirement Savings Plan (RSP) with options for employee contributions and company matching. We also offer Flexible Spending Accounts educational assistance programs and time-off benefits such as paid holidays paid time off ranging from 20 to 35 days based on length of service family and medical leaves of absence and paid parental leave. Additional benefits include commuting benefits the Employee Discount Program the Employee Assistance Program (EAP) and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our additional information regarding Baxter US Benefits please speak with your recruiter or visit our Benefits site: Benefits Baxter

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.

Know Your Rights: Workplace Discrimination is Illegal

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.