Associate Director GSC Customer Experience And Deliver BPO

BD (Becton, Dickinson And Company) Franklin Lakes , NJ 07417

Posted Yesterday

Job Description: SummaryReporting to the Head of GSC Optimization, the Global Supply Chain (GSC) Customer Experience (CE) and Deliver Business Process Owner (BPO) is responsible for initiating, designing and leading change initiatives that improve Customer Experience by:

  • partnering with the Supply Chain Global and Regional functions, the Customer Service teams & other COEs to ensure alignment between the Voice of the Customer, our Key Driver Goals and the GSC Strategic plans and priorities
  • developing new services and process capabilities in GSC to drive efficiencies & effectiveness while improving Customer experience
  • introducing innovation and fostering end to end Customer Centricity into GSC processes
  • initiating, facilitating and leading projects working with cross-functional teams, Regions and COEs

In general, the CE BPO drives the journey of process consolidation, standardization, harmonization, optimization and automation to strengthen the Global Supply Chain in improving Customer Experience and generating revenue.

Job Description

Primary Responsibilities and Duties

  • 40%: Responsible for the overall performance of the GSC end-to-end processes, specifically in the areas of (but not limited to) Deliver and Order. Provide E2E visibility of all GSC key processes (plan to deliver, quote to cash, plan to forecast, product line management, procure to pay). Promote GSC business process vision, strategy and roadmap for the end-to-end process, with a focus on improving Customer Experience.

  • 40%: Actively engage business and region/country to translate Voice of Customer (pain points/ challenges/ feedback) into feasible supply chain solutions that will help drive market share. Design and coordinate roll out of new tools and systems for the Region. Review, prioritization, and strategic alignment of global process initiatives across business, regional, and functional objectives.

  • 10%: Review, analyze, and improve process health and associated metrics: Define and map, monitor the quality & measure, and optimize of the end-to-end GSC processes using innovative solutions and opportunities to improve customer experience, process performance and drive business value.

  • 10%: Design and coordinate roll out of new tools and systems for the Region. Review, prioritization, and strategic alignment of global process initiatives across business, regional, and functional objectives. Responsible for GSC processes governance, metrics, training, change management and adoption

  • May perform other duties as required

Scope of Responsibility

  • Provides leadership and strategic direction for all activities related to Customer Experience through supply chain. One specific example will be developing an e-commerce or customer portal strategy.

  • Accountable for developing and sustaining a culture of customer service excellence and continuous improvement in supply chain.

  • Engage Quality and technical service teams ensuring that supply chain related complaints are being tracked, addressed, closed and measured in a systematic and efficient manner.

  • Develop close collaboration with internal teams to implement best practices and technologies and to identify and prioritize customer experience projects.

  • Adopt new and improve existing processes and capabilities to create value based on customer insight that positively differentiates the company from the competition to reach for example a world class percentage of perfect orders (i. e flawless orders).


  • Order fulfilment and customer service experience mandatory

  • Understanding of the logistics offering mandatory

  • Understanding of the E2E supply chain processes mandatory

  • Project Management Expert, Certified PM an advantage

  • Change leadership: proven record and demonstrated understanding of change management and the tools to effectively embed change in the organization.


  • Demonstrated experience in continuous improvement initiatives, root cause analysis, and project management. Experience in Lean Management, VSM and Six Sigma is a big plus


  • BA/BS Degree required. MBA preferred


  • APICS CSSP/CPIM or PMP certification desirable


  • 7-10 years related experience

Other competencies required for the position

  • End-to-end Operations and Supply Chain experience (plan to deliver, quote to cash, plan to forecast, product line management, procure to pay); Understands the integration and dependencies of complex processes.

  • Successful leadership of global programs from planning through execution; Knowledge of project management tools, methods, and best practices

  • Experience with business requirements gathering, process definition, and deployment of business requirements to information systems.

  • Customer centric focus and global orientation

  • Creative and Innovative thinking, apply design thinking

  • Ability to influence and lead teams to drive for results without direct authority

  • Formal issue management

  • Formal risk management

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status.


Primary Work LocationUSA NJ - Franklin Lakes

Additional Locations

Work Shift

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Associate Director GSC Customer Experience And Deliver BPO

BD (Becton, Dickinson And Company)