Job Description Summary

Job Description

Be part of something bigger!

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.

Job Description Summary

The Operational Excellence Manager partners throughout the GCS organization by identifying, leading, and contributing to people, process, and technology projects utilizing lean methodologies, project management best practices, analytics, functional knowledge, and business acumen. The Operational Excellence Managermust have the ability to establish collaborative working relationships with cross-functional teams and the senior leadership, perform analytics, host design sessions, and conduct industry and internal research to actively identify improvement opportunities and measure strategic initiative success. This role should have a proven record of contributing to technology, process transformation, and operational initiatives. Track record of leading a portfolio of large-scale transformation and innovation initiatives is necessary.  

Please note: This Individual Contributor position is Remote; however, with hybrid in-office for San Diego-based candidates. Ideal candidate with-in drivable range of San Diego. *** We are unable to support Visa Sponsorship for this role. ***

Department Overview

BD’s Global Customer Services (GCS) organization is transforming the customer experience on our journey to advance the world of health. The mission of the Business Process Optimization & Operations team, part of the broader GCS Customer Experience & Operational Excellence organization, is to operationalize, enhance, and optimize internal and external experiences both in day-to-day interactions and longer-term strategic transformation.

Purpose

To be successful in this role, we are looking for someone who is:

• Comfortable with ambiguity

• Able to streamline complex processes and drive technology and process transformation using tailored facilitation, influencing, and change adoption skills

• Has strong skills to manage leadership audiences, set expectations, and influence for results

• Thinks big picture, can drive transformation through ideal state exercises and creating of project, program, or organizational roadmaps for design teams to execute upon

• Creates holistic governance models and business cases for large scale improvements

• Effortlessly juggles multiple competing initiatives through rigorous prioritization

• Able to quickly ramp up into new areas and drive ownership in a highly matrixed organization

• Has experience driving both long term and quick turn time system-driven process improvements

Specific Duties, Activities & Responsibilities*

Technology Governance & Execution – 45%

Change & Transformation – 25%

Strategy & Process Improvement – 25%

Administrative/Other – 5%

*These are approximate estimates – specific duties, activities, and responsibilities will vary based on business needs and priorities.

Knowledge, Skills & Abilities

The Operational Excellence Manager will effectively conduct the following activities as part of their role:

Technology Governance & Execution

• Supports the GCS business through providing frameworks and consultation to develop problem statements and user stories, connecting to customer outcomes

• Governs user story prioritization and process discovery with large stakeholder teams, in alignment with business strategic priorities and value realization objectives

• Collaborates effectively with Salesforce teams and super users on rigorous prioritization and management of user stories based on business values, metrics, and strong business cases

• Governs prioritization and enhancement meetings to determine business priorities for technology improvements

• Leads the development of execution plans and delivery of large-scale technology process improvements

• Defines scope, sets expectations, and makes prioritization trade-offs for Salesforce features and user stories with stakeholders

• Champions and utilizes agile methodology to iteratively improve and grow and mentors others on best practices

• Governs system testing approach with super users to ensure enhancements function as expected and promote adoption

• Conducts analysis and develops reports, dashboards, and governance mechanisms to support system usage and monitoring of system improvement success factors

Strategy & Process Improvement

• Leads process improvement scoping, design, and roadmap creation with stakeholders, leveraging data insights and industry trends to set transformation vision and constructively challenge to reduce complexity

• Leads process & workflow current and ideal state mapping workshops across multiple stakeholder groups, with outputs of value realization strategies, reduced complexity, improved quality, and a more seamless customer experiences

• Quickly grasps complexities of workflows, leveraging expertise in scheduling processes, to identify impact and drive decision making

• Identifies, socializes, and applies industry best practices in all forums related to system utilization and business processes (e.g. utilization, scheduling, and project tracking processes) and maintains alignment across teams to strategic business goals and priorities

• Develops targeted business cases for large-scale technology enablement-focused projects, inclusive of scope, roadmap, and change management strategies

• Analyzes quantitative and qualitative data and recommends insights and solutions to GCS leadership on strategic direction

Change & Transformation

• Lead the overall change management planning for technology transformations and process changes, partnering with key stakeholders to establish a change management strategy, inclusive of success criteria and a plan to manage the impact of a project –including training, communication, and risk management plans

• Lead creation of program related communications, partnering with Education Services team to create required training strategies and content delivery

• Collaborate with key stakeholders on developing strategies for required communications/updates to facilitate change adoption (e.g. newsletters, Playbooks, etc.), ensuring and fostering alignment across GCS teams

• Create and deliver cross functional stakeholder and executive-level program updates, impact analyses, and business case presentations

• Design, develop, implement, and manage change deliverables that will ensure impacted associates successfully transition from current state to future state, leveraging audience-based adoption plans and a methodical change management approach

Administrative/Other

• Timely completion of internal company documentation

• Timely completion of any Company or Department required training

• Mentor others on best practices for process design, facilitation, industry trends, and change management

• Performs other duties as assigned

Education or Equivalent

• Bachelor’s degree required. Masters, MBA, or equivalent experience.

Experience or Equivalent

• 7 or more years of experience in project management, operational excellence, and/or process improvement

• 5+ years of experience in leading change for continuous improvement and transformational technology initiatives in an iterative, cross functional, and fast-paced environment

• 7 or more years of experience in an operational environment, experience with implementation and services organizations highly desired

• Experience in workforce and resource scheduling, and understanding of best practices strongly desired

• Strong experience in Agile Project Management and/or SDLC methodologies required

• Experience leading Salesforce or other large CRM platform changes is required

• Strong MS office skills particularly in advanced PowerPoint, Excel, and Power BI

• Excellent analytical, problem-solving, listening, interpersonal, and verbal/written communication skills

• Strong leadership, group facilitation, and project management skills

• Experience with successful implementations of complex technology changes/implementations

Certifications

• Lean Six Sigma, Black Belt level certification and/ or training required

• PMP, Agile, and/or Change Management certifications highly desirable

Work Environment:

Travel up to 20%. Remote position.

Primary Work Location

USA CA - San Diego Bldg A&B

Additional Locations

USA AZ - Tempe Headquarters, USA IL - Vernon Hills, USA TX - San Antonio - Silicon Dr

Work Shift

At BD, we are strongly committed to investing in our associates—their well-being and development, and in providing rewards and recognition opportunities that promote a performance-based culture.  We demonstrate this commitment by offering a valuable, competitive package of compensation and benefits programs which you can learn more about on our Careers Site under Our Commitment to You.

Salary ranges have been implemented to reward associates fairly and competitively, as well as to support recognition of associates’ progress, ranging from entry level to experts in their field, and talent mobility. There are many factors, such as location, that contribute to the range displayed. The salary offered to a successful candidate is based on experience, education, skills, and actual work location. Salary ranges may vary for Field-based and Remote roles.

Salary Range Information

$104,900.00 - $173,000.00