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. 

The North America Quote to Cash (QTC) Customer Operations team is responsible for managing all aspects of customer support operations. This includes leading a team of support associates, establishing performance metrics, analyzing customer feedback, and driving continuous improvements in service quality. The team plays a vital role in ensuring high levels of customer satisfaction by collaborating with cross-functional stakeholders to resolve complex issues and contribute to strategic decisions that enhance overall customer experience.

The ideal candidate for this role will possess strong organizational and multitasking abilities, along with a solid understanding of service excellence and contract management processes. Effective communication skills, both verbal and written are essential for engaging with internal and external stakeholders across technical and non-technical domains. The candidate should be self-motivated, capable of working independently, and committed to sharing knowledge and best practices with team members.

Accountabilities in this role:

Sr Customer Experience Specialist- Contract Operations

Reporting to the Sr. Manager, Contract Operations, this position functions as the liaison between Business Units, customers, and other internal functions to problem solve with a continuous improvement mindset. Responsible for removing challenges and hurdles experienced by customers, business unit leaders, and sales associates when interfacing within the BD matrix. Collaborates with internal and external stakeholders to provide Contract Operations expertise in process, systems, and policies to ensure effective work procedures are implemented to quickly resolve contract pricing and/or membership related gaps. Seeks and implements efficient ways to ensure improved cycle and response times. This role will support price accuracy across all customer segments. This associate will have opportunity to collaborate with team members to standardize audits and support overall efficiencies in pricing accuracy within Contracting Operations. 

Candidate must have a growth mindset, a powerful desire for continuous improvement, and an “attitude for better.” Candidate should also have effective communication, technical, and organizational skills and be accountable for tracking and achieving key metrics. 

Essential Responsibilities 

Subject Matter Expertise: 

• An expert in Contract Price and Membership management in identified ERP. 

• Manages the addition and removal of member accounts from agreements efficiently across multiple ERP platforms (SAP Vistex, JDE), leveraging BOTs and other automation.