Becton, Dickinson and Company

Manager, Customer Experience - Contact Center

Becton, Dickinson and Company • $75K — $95K *
Covington, GA 30016In-Person
Business Services
5 - 7 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in business or related field, or equivalent experience
  • 5+ years in Customer Support
  • 3+ years leading a Customer Support team
  • Strong analytical skills for KPI analysis
  • Proficient with Contact Center software and multi-channel support
  • Exceptional verbal and written communication skills
  • High empathy and emotional intelligence

Responsibilities

  • Ensure delivery of personalized support across various channels
  • Track vendor performance against KPIs and implement improvements
  • Drive customer satisfaction to achieve high NPS levels
  • Conduct deep dives for promoter and detractor analysis
  • Build trusting customer relationships, especially during escalations
  • Manage customer onboarding, retention, and loyalty programs
  • Support training for new products and systems

Benefits

  • Collaborative work environment fostering innovation and problem-solving
  • High emphasis on work-life balance with flexible work arrangements
  • Opportunity to lead a team in a healthcare-focused company
  • Focus on employee personal and professional growth
  • Engagement with a mission-driven organization in healthcare
Full Job Description
Job Description

About the role

The Manager, Customer Experience - Contact Center leads projects and collaborates cross functionally, and with vendors, to drive customer satisfaction and increase customer retention and loyalty.

This role is responsible for delivering world-class customer interactions across all PureWick support channels, including the Nurse Support Program. This role supports the execution of the CX strategy by maintaining high levels of customer satisfaction and NPS, driving continuous improvement, testing and implementing service policies, overseeing customer operations to meet Service Level Agreements, and handling executive escalations.

Key Responsibilities

The Manager, Customer Experience can perform all the duties of the PureWick Care Specialist and ensure our customers are supported with the highest quality including but not limited to:
  • Ensure the delivery of white-glove, personalized support through phone, email, chat, SMS, social media, and Nurse Support Program.
  • Track vendor performance against KPIs, conduct root cause analysis for variances, and implement corrective actions
  • Drive customer satisfaction and loyalty through achieving top quartile levels of NPS.
  • Deep dive on promoter and detractor analysis and other available metrics and insights to support continuous improvement.
  • Build customer relationships based on trust by demonstrating empathy, patience, and professionalism, especially with escalated customer interactions and executive escalations.
  • Manage customer onboarding, retention and loyalty programs.
  • Communicate promotions and journeys to the Customer Care team.
  • Support training delivery for new products, services or systems as needed.
  • Perform Quality monitoring, participate in calibrations and. ensure process adherence.


Required education and experience
  • Bachelor's degree in business or related field
  • 5+ year experience in Customer Support within a contact center environment
  • 3+ year experience leading a Customer Support team
  • Direct to Consumer experience required
  • Analytical skills to deep dive in KPI's and customer insights
  • Experience working with multi-channel customer support (phone, email, chat, social).
  • Exceptional verbal and written communication skills with the ability to simplify complex concepts. Native English speaker.
  • High empathy, emotional intelligence, and a passion for helping others.
  • Strong problem-solving skills and comfort with technical troubleshooting.
  • Ability to work in a regulated environment and handle sensitive health information responsibly.
  • Multi-task oriented. Able to manage multiple customers with strong organizational skills. Able to assess problems and overcome objections.
  • Professional attitude and appropriate business judgment in all aspects of this position.


Preferred Qualifications
  • Experience managing contact center vendors preferred
  • Urology, incontinence, and PureWick experience is a plus.


At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

Primary Work Location
USA GA - Covington BMD

Additional Locations

Work Shift

About Becton, Dickinson and Company

BD is a global technology company that provides diagnostics and technologies for frontliners. Through their solutions and services, they assist scientists in detecting diseases and advanced researchers' on developing diagnoses and therapeutics. BD was established in 1897 by Farleigh Dickinson and Maxwell Becton in East Rutherford, New Jersey.

Becton, Dickinson and Company Careers

Join the innovative world of Becton, Dickinson and Company (BD), a global medical technology company that is actively seeking driven, dedicated professionals to join our team. At BD, we are committed to advancing the world of health by improving medical discovery, diagnostics, and the delivery of care. This commitment provides the foundation for a workplace where you can engage in meaningful work and where job opportunities abound.

Work You’ll Do

At BD, you will be part of a culture that values diversity, leadership, and innovation. Our team members are empowered to lead and inspire from day one. Join us and contribute to our mission of advancing the world of health through your professional skills and personal passion.

Transform Your Career

BD offers a unique position in the marketplace that combines industry expertise, leadership in medical innovation, and a collaborative culture to help you grow your career. Whether you are looking for an entry-level position or a more senior role, we provide the tools and support for your professional growth through comprehensive training and development programs.

Innovative Work Environment

Our team at BD is composed of more than 65,000 associates across the globe. These dedicated professionals work at the intersection of technology and healthcare, where they drive innovation and ensure that we stay ahead in a rapidly evolving industry. By joining BD, you will work alongside some of the brightest minds in the industry.

Internship and Employment Opportunities

Start your career with BD through our internship programs or dive straight into a full-time position. We offer a range of opportunities that allow you to explore different areas of our business and find a path that aligns with your career goals. Our hiring process is designed to be transparent and engaging, ensuring that all candidates—whether submitting a resume for an internship or a senior position—feel valued and informed.

Benefits and Culture

BD is proud to offer competitive benefits that support the health, well-being, and financial security of our employees and their families. From comprehensive health insurance to employee wellness programs and flexible working arrangements, we prioritize the well-being of our team members. Our inclusive culture encourages networking, continuous learning, and the sharing of ideas in a diverse and welcoming environment.

Join Our Team

Explore the job opportunities at BD and discover how your expertise can help shape the future of healthcare. Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players.

Stay Connected

Keep up to date with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. See what exciting and rewarding opportunities await at Becton, Dickinson and Company.

Explore Careers at BD

Whether you're preparing for your first interview or looking to advance into a leadership role, BD offers career paths that foster continuous growth and innovation. Join us in our mission to improve medical outcomes and enhance patient care worldwide.

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At Becton, Dickinson and Company, we are more than just a company; we are a community that is dedicated to making a difference in the lives of people all around the world.
Learn more about Becton, Dickinson and Company
Size
75,000 employees
Market Cap
$72 billion
Industry
Healthcare
Net Income
$1.6 billion
Founded
1897
5 Year Trend
+9.3%
Revenue
$18.2 billion
NASDAQ
BDX
* Ladders Estimates

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