Customer Care Excellence Business Manager, GEM

Additional Location(s):  N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.                

Customer Care Excellence Business Manager, GEM

The Customer Care Excellence Business Manager role will works directly with supporting functions, across business units and manufacturing sites. Project scope and size will vary from small to large and could include activities from all phases of the product life cycle.

Key Skills / Competencies

• Automation and Digital Enablement tools for Customer Care team, implement effectively and define a governance structure for maintenance and scale the tool across the sites and distributors in GEM.
• Communicates effectively across project teams. Listens actively and encourages the open exchange of ideas and opinions.
• Collaboration – Models and promotes collaboration and works effectively with others across the project team, organization, and stakeholders to achieve goals.
• Planning – Ability to create a project plan with prioritized initiatives that align with project goals.
• Execution – Drives results by acting with speed and agility, while integrating and aligning efforts across units and cross-functions, to meet project goals and objectives. 
• Ability to interact effectively with all levels within the organization and with outside vendors/consultants
• Ability to influence internal and external stakeholders
• Works autonomously and demonstrates ability to take responsibility
• Responsibilities include:
• Identifies business initiatives: Works with business leaders to identify and prioritize strategic initiatives that support profitable and sustainable growth
• Develop and implement overall project plan, including cost, schedule, risk, performance and monitor progress against business key objectives and goals.
•  Manages cross-functional development teams and customer care teams; leads teams and helps diverse and dispersed project team members to execute towards overall project goal(s); provides input to functional managers on team and team member performance; develops and maintains strong relationships with functional heads.
• Works with local country and functional team members to ensure that all supporting infrastructure including program guidelines, processes, training programs, organizational structure and new roles are developed and communicated.
• Partner with key stakeholders to develop change management strategies and tactics, to enable change over the longer term, prioritizing a collaborative approach.
• Develop comprehensive measurement tools (KPI’s) to gauge the effectiveness of the project.
• Manages the technical challenges of technology application and new product development; identifies, communicates, and manages moderate to high levels of technical risk.
• Manages key initiating, planning, executing, controlling, and closing processes; develops and implements project plan; builds team ownership and commitment to project plan.
• Responsible for team and cross-functional communications; liaison between project team and leadership; responsible for project meeting minutes, issues log, metrics, and other key communications. Communicates and influences resolution of cross-functional issues.

Preferred Qualifications:

• Bachelor’s degree required, preferably in STEM, Business, or Project Management
• Minimum 5 years of relevant experience
• Digital tools knowledge, implementing tech tools related to automation, power automation, process mining tools, RPAs, OCRs, SAP knowledge OTC.
• Small and large cross-functional project team experience
• Strong leadership and interpersonal skills and ability to build relationships within project teams
• Problem solving expertise
• Must be willing and able to travel, sometimes internationally, ~30% of the time
• Works under direct and indirect supervision
• Experience with communicating across all levels of leadership teams
• The capability to easily navigate, manage and articulate core functional processes.
• Leads courageously by confronting problems directly; moves forward optimistically under conditions of uncertainty
• Manages the triple constraint; understands the significance, impact and aggressively manages project risks

Requisition ID: 588558

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. Boston Scientific is proud to be an equal opportunity and affirmative action employer.

Boston Scientific maintains a prohibited substance free workplace. Pursuant to Va. Code § 2.2-4312 (2000), Boston Scientific is providing notification that the unlawful manufacture, sale, distribution, dispensation, possession, or use of a controlled substance or marijuana is prohibited in the workplace and that violations will result in disciplinary action up to and including termination.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status.  Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment.  Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements.   As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.