Manager, Customer Experience - Contact Center
BD
USA GA - Covington BMD, Unknown
Contract
Competitive
RemoteManager
We are the people who give possibilities purpose
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.
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.
For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
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 healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.
We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.
To learn more about BD visithttps://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.
Required Skills
Optional Skills
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