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. 

Summary:

The Senior Program Manager, Services will play a critical role in driving the strategic execution of cross-functional initiatives across the Services organization. Reporting to the Director of Services Program Management, this individual will lead complex programs that enable operational excellence, enhance customer experience, and support post-market service delivery and innovation.

This role requires a highly organized, collaborative, and strategic leader with strong program management expertise and the ability to influence collaborators at multiple levels of the organization.

Roles & Responsibilities:

• Lead cross-functional service programs and initiatives that support BD’s strategic goals across field service, technical support, training, and service operations.

• Develop and manage comprehensive program plans, timelines, and budgets ensuring alignment with business objectives and quality standards.

• Partner with collaborators across R&D, Marketing, Operations, IT, Regulatory, Quality, and regional Service teams to deliver impactful solutions and ensure successful execution.

• Manage risk and issue resolution, driving timely decisions and partner concerns when appropriate.

• Develop and deliver comprehensive program documentation, cases, progress reports, executive summaries, and post-implementation reviews.

• Drive continuous improvement and standardization of service delivery processes through program outcomes and insights and drive key metric improvements.

• Change Management: Lead or support organizational change management efforts to ensure successful adoption of new services, processes, or technologies.

• Provides input on overall Service strategy and shaping long-term strategies and operational roadmaps for the Services organization.

Minimum Education/Experience Requirements:

• Bachelor’s degree in Engineering, Business, or related field

• 8+ years of program or project management experience, preferably in the medical device, diagnostics, or healthcare technology industry.

• Strong understanding of service delivery models, operational excellence, and customer experience best practices.

• Proven success leading complex, cross-functional programs with global collaborators.

• Strong analytical, organizational, and problem-solving skills.

• Excellent communication, presentation, and partner management skills

• Ability to work in a fast-paced, matrixed environment and manage ambiguity.

Preferable Skills and Attributes:

• Familiarity with service operations, post-market support, or customer care functions is strongly preferred.

• Master’s degree or PMP certification is a plus.

• Pragmatic, organized and detailed.  Has a big capacity to both think and do, strong on detail and highly organized.

• Ability to promote ideas persuasively, influence others, and build and maintain effective professional relationships with internal partners and business leaders

• An independent problem solver with a growth mindset, willing and able to express and support a point of view.

• Demonstrated ability to think innovatively, connecting the dots when others cannot.  Able to make the leap from information to insight.

• Great communicator.  Can organize, summarize, clarify and communicate ideas simply, succinctly, and accurately to engineering and non-technical audiences. 

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 op