at Baxter Healthcare Corporation in Deerfield, Illinois, United States
Job Description
Vantive: A New Company Built On Our Legacy
Baxter is on a journey to separate our ~$5B Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.
At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us are driven to help improve patients' lives worldwide. Join us as we revolutionize kidney care and other vital organ support.
*Completion of the proposed separation of Kidney Care from Baxter into a standalone company (to be named Vantive) remains subject to the satisfaction of customary conditions.
Your role:
As the Product Owner (Senior Manager), for Voice Services & Contact Center Solutions you will be responsible for leading the global strategic direction and management of all Telephony experiences and Contact Center services across all regions for Kidney Care. You will be responsible for building and adjusting services based on the changing demands. You will be accountable for all the Voice services (including our large manufacturing sites) and also supporting the different businesses requiring Contact Center technology (Patient, customer, and agent experiences across phone, email, chat, text, and social channels).
You will stay abreast of industry trends and will align solutions with the organization's overall business objectives, playing a crucial role in ensuring the seamless operation of the company's IT Voice and Contact Center services, supporting various departments, and contributing to the overall efficiency and success of the organization.You will bring industry best practices to the Kidney Care segment!
What You'll Be Doing:
Lead a large, globally diverse agile team responsible for Voice Experience & Contact Center Solutions supporting levels 1-3.
Develops and implements the strategic vision for Unified Communication & Contact Center services aligned to the overall IT and business objectives.
Partners with senior IT leadership to develop the strategy for the global Infrastructure and Operations function.
Responsible for the design, implementation, and continuous improvement of IT Voice services & Contact Center Solutions.
Establish and monitor key performance indicators to measure effectiveness of the platform.
Champion a customer-centric approach to IT service delivery focusing on improving the end user, customer and patient experience.
Working closely with Enterprise Architecture, develop the product roadmaps based on customer feedback with the aim of a continuous improvement cycle.
Manage and prioritize the product backlog.
Carrying the product vision and planning the product roadmap.
Manage relationships with external vendors and service providers to ensure delivery of high-quality services.
Lead and mentor an agile team of IT services professionals, providing guidance and support.
Ensure timely and effective incident resolution, problem management, and service request fulfillment with DevOps principles in mind.
Collaborate with other departments to understand their needs and align solutions accordingly.
Stay abreast of industry trends and technologies to make informed recommendations for improvement.
Plan and manage the overall budget for the IT services in scope.
Always looks for ways to automate the solutions & services provided.
Works with Senior Leadership to develop the necessary structure, resources, and processes to manage the organization's current activities and long-term projected growth.
Create business requirements and work closely with the partners and internal teams to guide the product development on all dimensions including content, timing, quality...
15% travel expected.
What You'll Bring:
Bachelor's degree in computer science or equivalent experience.
10+ years of IT Unified Communication and Contact Center services management experience, and familiarity with cloud-based platforms and legacy on-prem solutions.
Mandatory experience in Unified Communication/Contact Center product management.
Industry/Vendors certification (CCNP/CCIE collaboration, Microsoft, Genesys, AWS, Zoom, Salesforce, Five9, Nice,...).
Agile/Scrum/Project Management certifications.
Experience with Contact Center as a Service (CCaaS) solutions.
Previous... For full info follow application link.
Equal Employment Opportunity
Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
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