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 makerof possible with us.

JOB SUMMARY: 

Reporting to the VP/GM Commercial Pharmacy Automation, the VP, Global Service-Pharmacy Automation will be responsible for creating, developing, and implementing the global strategic vision for the services and implementation organization within Pharmacy Automation. This role involves accelerating service revenue growth, optimizing service profit, and enhancing the overall customer experience.

As a key member of the Pharmacy Automation team, the VP Global Service will lead a high-impact global organization dedicated to delivering differentiated service experiences that strengthen customer loyalty and drive commercial success. This strategic role requires a seasoned leader with deep expertise in service management, a proven track record of operational excellence across diverse markets, and the ability to embed customer insights and service data into product and portfolio strategies.

The VP Global Service will establish and scale best practices in service delivery, partner with regional leaders to optimize resources, and implement advanced analytics that inform decision-making and elevate the customer experience. By integrating the voice of the customer into every facet of service and product development, this leader will play a pivotal role in positioning Pharmacy Automation and Global Services as a key competitive advantage.

Scope: The Pharmacy Automation organization is comprised of approximately 1,600 associates globally and represents a critical growth engine for BD, with current revenue of ~$600M. As a key member of the team, the VP Global Service will lead a global organization responsible for delivering differentiated service experiences that drive customer loyalty, operational efficiency, and commercial impact.

This role will oversee the development and deployment of scalable service management practices, optimize global and regional resource alignment, and ensure that customer insights and service analytics are embedded into product and portfolio strategies. Operating at the intersection of strategy, execution, and customer experience, this position will play a pivotal role in strengthening BD’s competitive advantage and accelerating growth across the Pharmacy Automation business.

Key KPIs: The VP Global Service will be measured by their ability to drive an improved customer experience, service-led revenue and margin growth, and scalable global delivery. Success in this role includes year-over-year improvement in service performance, embedding customer insights and analytics into product and portfolio decisions, and establishing global service standards that enhance consistency and efficiency. Additionally, this leader will be accountable for building high-performing teams and sustainable processes that enable accurate forecasting, strategic alignment, and commercial impact.

KEY RESPONSIBILITIES

Strategic and Collaborative Leadership

• Define and execute the global service strategy for Pharmacy Automation, aligning with BD’s enterprise goals and long-term vision.
• Work closely with regional and commercial leaders to ensure service offerings match market needs, product strategy, and customer expectations. Lead strategic planning and prioritization of service initiatives to maximize customer impact, operational efficiency, and business value.
• Champion a culture of customer-centricity, agility, and continuous improvement across global service teams.

Service Delivery and Operational Excellence

• Establish and scale global service management best practices that drive consistency, quality, and efficiency across regions.
• Optimize resource allocation and service infrastructure to support commercial growth and enhance customer satisfaction.
• Implement advanced analytics and performance metrics to monitor service outcomes, identify improvement opportunities, and inform strategic decisions.
• Ensure integration of customer feedback and service data into product and portfolio decisions to strengthen BD’s competitive advantage.

Customer Experience and Commercial Impact

• Drive differentiated service experiences that enhance customer loyalty, retention, and lifetime value.
• Collaborate with product, marketing, and commercial teams to ensure service offerings support successful product launches and market adoption.
• Lead voice-of-customer initiatives to continuously refine service strategy and delivery models.
• Position Global Services as a key driver of commercial success and a strategic differentiator in purchasing decisions.

Organizational Leadership and Talent Development

• Build and lead a high-performing, diverse global service organization, fostering a culture aligned with The BD Way.
• Develop talent through coaching, succession planning, and leadership development initiatives.
• Promote inclusion, collaboration, and engagement across geographies and functions to drive service excellence.
• Represent BD’s servant leadership principles and ensure organizational alignment with company values.

QUALIFICATIONS

• BA/BS degree required; advanced degree (MBA or equivalent) highly preferred.
• Minimum of 15 years of progressive leadership experience in the regulated medical device industry, with at least 5 years leading large, global service organizations.
• Proven success managing service operations across hardware, connected software, and consumable product portfolios.
• Demonstrated ability to drive business performance through innovation, continuous improvement, and customer-centric service strategies.
• Strong strategic acumen with comfort navigating both high-level planning and day-to-day operational execution.
• Exceptional relationship-building skills with the ability to influence and inspire across all levels of the organization.
• Willingness to travel 30–40% domestically and internationally to support global teams and customer engagements.
• Ideally based in Durham, NC

KEY COMPETENCIES:

• Proven ability to translate global service strategy into scalable execution plans, driving operational excellence, digital enablement, and customer impact across diverse markets.
• Demonstrated leadership in building and empowering high-performing, inclusive service organizations that foster accountability, agility, and continuous improvement.

• Strong analytical and financial acumen, with expertise in leveraging service data, digital tools, and customer insights to inform product strategy and optimize resource allocation.

• Deep understanding of customer experience design and service innovation, with a track record of integrating voice-of-customer and digital capabilities into business decisions.
• Skilled in navigating complex, matrixed environments and leading transformational change, including the adoption of digital platforms and automation to enhance service delivery and scalability.
• Continuous improvement mindset with experience in Lean/ Six Sigma principals and methods.
• Supports an environment where constructive challenge, diverse perspectives, and speak up culture are encouraged.
  

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization’s investment in BD University, you will continually level up your tech skills and expertise.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity Employer. We evaluate applicants without regard to 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, and other legally-protected characteristics.

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