UCAN Associate Director, Customer Service

This is where your work makes a difference.

At Baxter, we believe every person—regardless of who they are or where they are from—deserves 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 job—you will find purpose and pride. 

Your role at Baxter

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

What you'll 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 department's 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 you'll bring

• Bachelor's 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 $128,000 - $176,000 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 insura