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. 

What Commercial Operations contributes to BD

The US Region at BD aims to be the preferred partner that delivers differentiated value and addresses our customers’ needs in an evolving, dynamic healthcare market.

The mission of the Commercial & Customer Operations (CCO) Center of Excellence (CoE) is to serve as a trusted strategic partner that enables the US Region and business units to drive profitable commercial growth by delivering differentiated value, enabling capabilities, and simplified processes that exceed the needs of our stakeholders and improve customer experience.  CCO aims to empower and develop our associates while strengthening our inclusive & diverse culture to win as ‘One BD’.

The CCO organization operates across the entire US Region, partnering with the business units to provide and develop enabling capabilities in the areas of commercial contracting, sales enablement and operations, inside sales, customer care operations, business & pricing analytics, master data management, commercial enablement, operational excellence, and other functions. We aim to strengthen our foundational capabilities and deliver customer value through simplification and improvement initiatives, develop and prepare our associates, build an inclusive culture, drive digital transformation, and expand our strategic capabilities while remaining agile to the evolving needs of our customers. 

Accountabilities in this role

• Reporting to Manager, Chargeback Resolution, this role will oversee all operational aspects of chargeback and sales tracings errors, and direct contract pricing claims for all US business segments. The role will manage the disposition and resolution of all claims related to Commercial Distributor Chargebacks and Sales Tracings, IDN & OEM Sales Tracings, and Direct Contract Pricing.

• The team will drive best in class, innovative, enterprise operational capabilities and establish policy, process, and governance to ensure the effective implementation of critical chargeback, sales tracing and direct contract pricing claims activities to optimize US Region results and mitigate overall financial risk. This role will promote continuous improvement through automation, process standardization, data insights, and best practices to drive team efficiency and accuracy. This position will utilize multiple ERP systems, reporting tools and support all BD businesses.

• This role will partner closely with Distributor partners, IDN’s, Channel Management, Commercial Contracting teams, Analytics/Master Data, Customer Care and IT to maximize operational activities.

• Team accountability spans over $25M in chargebacks, sales tracings and direct pricing claim disputes.

Essential Responsibilities

• Manage resolution and communication for all aspects of the chargeback and sales tracing errors and direct claims for resolution with our channel partners and customers.

• Execute the communication, review, validation, disposition, resubmission for chargeback, sales tracing, and direct claims with a focus on prevention.

• Partner with Contract Operations, Offer Development and Customer Care functions to support business process continuous improvement activities, identify insights on root cause analysis/error prevention solutions and execute operational enhancements.

• Collaborate with our distributor partners to identify, develop, and drive operational improvement activities, conduct root cause analysis, and determine error prevention solutions.

• Partner with Chargeback & Sales Trace Account Management Team to accurately track, monitor, and communicate disputed lines for resolution.

• Collaborate with IT partners to ensure business requirements are met and technical functionality and performance appropriately supports activities.

• Support a Continuous Improvement (CI) plan to deliver process/procedure harmonization.

• Align and complete workload consistent with set metrics/KPIs and service level expectations associa