Director Order Fulfillment Operations in San Antonio, TX

$200K - $250K(Ladders Estimates)

Becton, Dickinson and Company   •  

San Antonio, TX 78201

Industry: Healthcare


8 - 10 years

Posted 51 days ago

Job Description

Primary Responsibilities and Duties

% of Time (estimated)



  • Develop Strategy and drive overall Customer Service Strategy and align capabilities, structure, culture and incentives to deliver on our strategy and improve customer and associate experience
  • Improve customer experience by meeting/exceeding established metrics, SLA's and KDG's
  • Drive associate development and empowerment within our Customer Order Fulfillment teams
  • Understands career path development goals of associates and provides coaching and mentoring
  • Align teams on Culture of Accountability and SC Cultural beliefs which are necessary for achieving key results



  • Deliver on continuous improvement initiatives that create efficiencies across processes removing non-value add activities from day to day operations
  • Upgrading technology leading to improved customer and associate experience; Self Service Tools, Case Mgmt, Survey Capabilities, Real Time Reporting Tools, Workforce Mgmt etc.



  • Collaborate with SC LT on cross functional initiatives and drive results to identify and solve problems leading to sustainable results



  • Provide pertinent communication with U.S. Customer Service Leadership, Supply Chain Operations and Business Unit Stakeholders to ensure alignment of business objectives and service delivery to BD customers. Ensure key strategic initiatives are evaluated and supported within Customer Operations Mgmt.

May perform other duties as required

Scope of Responsibility:

Strategic Orientation:

Responsible for Supporting and driving overall Customer Service strategy and sponsoring projects aligned to improve customer experience (or assigned by management) and simplify the way our customer do business with BD. Participant in cross functional projects; responsible for ensuring milestones related to project outcomes are met. Ensure daily metrics, SLA, KDG's are focused and aligned with customer expectations. Enhance our BD culture; provide a desired and safe work environment for our associates. Communicate with leadership on strategic initiatives developed and driven by the Customer Operations Management team.

Sphere of Influence:

Position will sit on the NA SC LT and the Commercial Customer Experience Awareness to Advocacy LT. Direct inputs and guidance provided within claims/order fulfillment teams located In San Antonio, Franklin Lakes, Covington locations.

Cross functional areas to include but not limited to Customer Service, Sales, Marketing, IT, Quality, HR, Distribution and Logistics, E-Business, Commercial Operations & Planning, Quality, Regulatory,

External focus on Distribution Partners, Direct Customers, End Users(Hospitals), Third Party Suppliers and Logistics Providers

Influence on peers, team members, BDX Functional leadership and business stakeholders

Impact on Business Results

Degree of Accountability:

Adhering to a budget of $4 Million; making decisions that have direct impact on the Customer Experience and cost of customer care.

Financial Impact:

Ensure daily decisions align with policy and procedures but not to a fault of unrealistic flexibility that damage customer relationships. Understand the circumstances in which high level decisions are to be made or escalated.

Requirements (Knowledge, Skills, and Abilities)


  • Demonstrated strong leadership skills
  • Exceptional customer relations skills
  • Strong computer/technology skills
  • Strong technical/product knowledge
  • Prior customer relations management and or sales fulfillment process experience
  • Strong communication/presentation skills
  • Excellent analytical and problem solving skills
  • Able to function in a matrixed environment
  • Ability to motivate self and others to reach company goals
  • Advanced interpersonal skills


  • Demonstrated process improvement experience
  • Preferred: SAP knowledge and experience


  • BA/BS degree. Preferred: MBA.

Certifications (if applicable)

  • Required: Six Sigma and/or Lean certification

Experience (indicate the number of years)

  • 5-7 years' experience in Order Fulfillment/Claims processing
  • 7-10 years managerial experience.
  • Preferred: 5+ years experience in a call center

For people management position, indicate years of experience required

  • (3-5) years leadership experience in planning, developing, organizing, directing, managing, and evaluating personnel

Other: Identify the minimal level of other competencies required for the position. .

Ability to travel/relocate

Valid Through: 2019-10-24