Job Description Summary

This position is responsible for leading the Customer Quality Relations (CQR) team to drive quality processes/interactions that bring value to customers by proactively sensing & addressing customer needs, improving customer engagement by proactively identifying emerging & high impact risk issues for escalation & mitigation. The incumbent is also responsible for the governance, continuous process improvements and team development to assure quick customer resolution for escalated quality issues.

Job Description

About the role

• Through outstanding communication, effective problem solving and active management of ambiguous situations; this position ensures the organizational structure, responsibilities, procedures, processes, and resources are adequate to meet the business needs / customer expectations and conform to product quality and compliance with all relevant Standards, Regulations or Corporate requirements.  

Key Responsibilities:

• Lead and manage the Customer Quality Relations team to ensure high performance and customer satisfaction.
• Handle customer requests related to Quality processes and provide resolutions in a timely manner.
• Organize monitoring and analysis of customer feedback to identify areas for improvement.
• Ensure the process, organization, and tools to execute processes cross all BUs to improve Customer Experience, reduce escalated issues and meet regulatory and Quality Management Systems requirements. 
• Build strong, influential, and effective relationships with Businesses/Regions Countries, Functional and Technical stakeholders to build trust and influence at multiple levels within the organization to ensure consistent Customer Experience and escalation process. 
• Drive continuous improvement (process, people, and tools) for overall customer experience in quality elements from customer and regulatory requirement perspectives. 
• Ensure regular preparation and presentation of reports related to CQR activities metrics and performance, to Quality and BU LT at EMEA level.
• Lead projects to drive efficient and cost saving processes with an overall goal of improving customer experiences by applying project management principles. 
• Responsible for disseminating quality procedures and scheduling / tracking associated training. 

Qualifications:

• Bachelor’s degree in business administration, Marketing, or a related field.
• Proven experience in customer service management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions.
• Proficiency in customer service software and tools.
• Advanced English

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.

Why join us?

BD is proud to be certified as a Top Employer 2025 in Poland, reflecting our commitment to creating an exceptional working environment.

A career at BD means learning and working 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.

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.

Become a maker of possible with us!

Click on apply if this sounds like you!

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.

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.

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

Required Skills

Optional Skills

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Primary Work Location

POL Wroclaw - Legnicka

Additional Locations

Work Shift