Job Description Summary

As part of the North America Supply Chain organization, reporting to the Associate Director, Order Management, the Senior Manager, Order Management Operations is responsible for managing a team associate that are responsible for customer onboarding and maintenance of electronic data interchange platforms and resolving customer ordering issues to ensure accurate and timely order fulfillment. The perfect candidate for this position has superior organizational and multi-tasking skills and broad knowledge of electronic data interchange and order management business processes. The candidate must communicate effectively (verbal and written) with internal and external technical and non-technical groups and have demonstrated presentation and documentation skills. The candidate should be self-motivating and able to work independently while sharing knowledge and mentoring other team members. Ensures all departmental objectives, metrics, and measures are achieved.

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. 

Responsibilities

• Ensure strategic alignment through cascading Key Performance Indicators (KPIs’) top down and bottom up. Support customer order management leadership team in creating strategic improvement goals for order transmission automation and touchless orders, order fulfillment governance processes across all functional business units and enterprise resource planning systems.  

• Facilitate Electronic Data Interchange (EDI) updates and development in alignment with Technology and Global Services (TGS) to determine technical requirements based on business need and oversee thorough end-to-end testing, including regression testing.

• Teach, coach, and demonstrate proficiency in end to end order management concepts and systematic approaches, including strategy development & deployment, growth mindset and the core competencies of a servant leader. Serves as an expert source of knowledge in order management and resolution for internal and external team members.

• Day to day supervision of the EDI and E-Business teams using key performance indicators and performance metrics. Facilitates weekly team meetings to review operational and project initiatives and engage the team in performance improvement discussions to improve customer experience outcomes and increase automation and touchless orders.

• Lead and participate in quality improvement initiatives and projects that impact customer order management, customer experience, and revenue outcomes. Provides guidance and mentors team members working on projects.

• Develop, monitor, analyze order management and order fulfillment dashboards to identify performance opportunities that increase the fulfillment of customer orders and the customer experience. Partner with functional and business unit leadership teams to collaboratively develop and execute  performance improvement initiatives to improve the customer experience and reduce cost.

• Develop and grow touchless orders capability through continuous improvement. Continue to drive order management operations and execution capability development use of lean methodologies.

• Develop and grow problem solving capability at all levels. Support collaboration within order management  team to generate, sustain, and deliver results that increase efficiency and productivity. 

• Coordinate focused improvement project teams to increase the use of automation and touchless orders through creating processes that increase the use of electronic orders, master data accuracy, and decrease match exceptions. Focus on building capability that improves problem solving, increases match exception awareness, and empowers teams to eliminate manual order correction intervention.

• Act as a liaison and champion between BD and EDI vendors and establish relationships with critical stakeholders. Facilitate quarterly business reviews to make sure the EDI vendors services meet both contractual and business objectives. Develop a roadmap to optimize EDI capabilities to maximize return of the contract value.

MINIMUM REQUIREMENTS:

• Minimum of 5 years of