Sr. Customer Experience Specialist- Contract Operations

Sr Customer Experience Specialist- Contract Operations

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 usfrom design and engineering to the manufacturing and marketing of our billions of MedTech products per yearto 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.

The North America Quote to Cash (QTC) Customer Operations team is responsible for managing all aspects of customer support operations. This includes leading a team of support associates, establishing performance metrics, analyzing customer feedback, and driving continuous improvements in service quality. The team plays a vital role in ensuring high levels of customer satisfaction by collaborating with cross-functional stakeholders to resolve complex issues and contribute to strategic decisions that enhance overall customer experience.

The ideal candidate for this role will possess strong organizational and multitasking abilities, along with a solid understanding of service excellence and contract management processes. Effective communication skills, both verbal and written are essential for engaging with internal and external stakeholders across technical and non-technical domains. The candidate should be self-motivated, capable of working independently, and committed to sharing knowledge and best practices with team members.

Reporting to the Sr. Manager, Contract Operations, this position functions as the liaison between Business Units, customers, and other internal functions to problem solve with a continuous improvement mindset. Responsible for removing challenges and hurdles experienced by customers, business unit leaders, and sales associates when interfacing with the BD matrix. Collaborates with internal and external stakeholders to provide Contract Operations expertise in process, systems, and policies to ensure effective work procedures are implemented to quickly resolve contract pricing and / or membership related gaps. Seeks and implements efficient ways to ensure improved cycle and response times. This role will support price accuracy across all customer segments. This associate will have opportunity to collaborate with team members to standardize audits and support overall efficiencies in pricing accuracy within Contracting Operations.

Candidate must have a growth mindset, a powerful desire for continuous improvement, and an attitude for better. Candidate should also have effective communication, technical, and organizational skills and be accountable for tracking and achieving key metrics.

Essential Responsibilities :

• An expert in Contract Price and Membership management in identified ERP.
• Manages the addition and removal of member accounts from agreements efficiently across multiple ERP platforms (SAP Vistex, JDE), leveraging BOTs and other automation.
• Conduct root cause analysis and determine error prevention solutions.
• Document, maintain, and centralize any membership related pricing exceptions into contracting playbooks.
• Provide subject matter expertise to help drive the design and implementation of solutions that improve accuracy, timeliness, and efficiency in contracting set-up / maintenance processes.
• Ensure adherence to regulatory (SOX), business and department guidelines, policies, and procedures.

Collaboration :

Leadership :

Qualifications :

Key Competencies :

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.

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.

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.

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 $99,700.00 - $164,300.00 USD Annual