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. 

Job Overview  

The Associate Director, Customer Experience & Continuous Improvement for our Diagnostic Solutions business reports directly to the Director, Business Process Excellence, Diagnostic Solutions. The Associate Director, Customer Experience & Continuous Improvement will lead efforts to identify, track and resolve the most pressing customer-impacting issues across products and services. This role will also play a key role in evaluating and improving customer issue management and communication processes across the Diagnostic Solutions business, driving quality and experience that our customers deserve. This role is critical in driving continuous improvement, enhancing customer experience, and ensuring cross-functional alignment and accountability in issue resolution processes. Expected travel up to 30%. 

Responsibilities 

Leadership & Strategy 

• Lead development and execution of a strategy and process for understanding and triage of critical customer issues that require an additional level of support to resolve beyond existing functional efforts. 

• Define, track and communicate KPIs and success metrics for customer issue management. 

• Champion a customer-first mindset across the Diagnostic Solutions org matrix. 

Issue Management & Resolution 

• Oversee the defined customer issue management process for the most pressing customer issues, from intake and triage to root cause analysis, resolution and post-mortem analysis. 

• Ensure timely and effective resolution of high-impact customer issues achieved through driving robust action plans with cross-functional teams. 

• Maintain centralized tracking via dashboards and reports to monitor performance, drive transparency, and identify areas for improvement. 

Process Improvement 

• Evaluate existing customer issue management and communication processes, identifying opportunities for improvement that will enhance customer experience. 

• Identify trends and systemic issues through data analysis and customer issue resolution. 

• Develop and implement process improvements to reduce issue recurrence, improve resolution times, and enhance customer experience. 

Education  

• Bachelor’s degree required with a focus in Engineering, Business, or a related field preferred  

• Advanced degree preferred 

Experience 

• 8+ years of experience in customer experience, quality assurance, or product operations, with at least 3 years in a leadership role driving cross-functional initiatives. 

• Exper