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Senior Project Lead Business Integration Customer Care Job

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Date: Sep 19, 2021

Location: Kerkrade, LI, NL

Company: Boston Scientific

Additional Locations: Italy-Milan; Ireland-Cork; Ireland-Galway; Ireland-Kerlogue; Netherlands-Amsterdam; Poland-Warsaw; Spain-Madrid; Sweden-Helsingborg; Switzerland-Ecublens; Switzerland-Solothurn; United Kingdom-Camberley; United Kingdom-Farnham; United Kingdom-Hemel Hempstead

 

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - Caring - 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.


At Boston Scientific, you will have the opportunity to put your expertise into practice by delivering breakthrough services and solutions that create value for patients, customers and employee. You will be part of an agile and high performing team committed to advance science for life. That’s why we say that a career with Boston Scientific is more than just a job, it’s personal.

 

About the role:
Integrate business (product launches, acquisitions, services and processes) into the existing EMEA Customer Care/OTC organisation in a customer centric, cost-efficient, quality focussed & timely way.
 
Your Responsibilities will include:
Use your expertise in the OTC and Customer Care environment to support and or/manage New Business Integration projects (new product launches and/or acquisitions) into the EMEA Customer Care/OTC organization for direct and distributor business:
 

  • Have in depth knowledge of OTC processes in order to seamlessly transfer external Customer Care business activities into our current BSC Customer Care model.
  • Using your experience of Customer Care and OTC activities, estimate project levels of effort & resource requirements by using standard estimating techniques & tools and working with stakeholders to understand scope
  • Prepare project plans and schedules by using project management tools
  • Using a predefined model, manage and/or direct project execution by assigning tasks, tracking project schedules, identifying risks, and developing and executing contingency plans
  • Assure project quality by using standard development methodologies
  • Communicate project status by preparing standard status reports, and by participating in departmental and customer care project status update meetings
  • Resolve project issues by working with team members, project stakeholders, and others as appropriate.
  • Provide high quality training for the EMEA Customer Care organization on any bespoke processes introduced due to the Business Integration.
  • Owns, maintains and develops the integration impact metrics file to ensure accurate data on workload, headcount & costs
  • Develop, map and implement new CC process as required to support new business integrations and launches
  • Actively work on and/or coordinate Customer Pricing and Customer Mapping activities and other associated SAP activities (e.g. Pop ups, Item Proposal creation) for direct and distributor customers for New Business Integrations
  • Coordinates EMEA customer care integration UAT requirements
  • Owns, maintains and develops the Customer Care standard New Business Integration playbook to ensure smooth transition of new business into the EMEA/Global Customer Care portfolio 
  • Owns, maintains and develops new Business Integration stabilization and performance metrics and dashboard
  • Identify, Document and capture all Value Improvement Programs (VIP’s) related to projects in VIP system and collaborate with Finance and CC CI Team to ensure awareness around VIP's
  • Provide input to and actively support delivery of the Customer Care New Business communication forum.
  • Collaborate with key stakeholders throughout the EMEA Organisation
  • Collaborate with employees of the integrated business to ensure a smooth transition to BSC processes
  • Travel where required and when reasonable to do so, to new business sites and / or 3PL's associated with the new business
  • Liaise/Consult with internal project groups by sharing project management knowledge and participate in external forums to keep current with industry best practices in project management

 
Special Assignment:
Manage other projects assigned by Customer Care senior management.
 
What are we looking for in you?
Required Skills:

  • First and foremost, extensive OTC knowledge 
  • Design & implement procedures and processes
  • Change management and building cross-functional relationships
  • Problem solving & insight generation skills
  • Strong communication skills with employees and BUs at all levels
  • Customer focus and ability to gather voice of customer

 

Desirable Skills:

  • Time and task management
  • Project management
  • Analytical skills and structured thinking

 

Knowledge:

  • Understanding of business processes, incl. OTC process
  • Advanced use of Microsoft Office (Excel, Word, PowerPoint)
  • Working knowledge of SAP/S4Hana
  • Lean & Continuous Improvement methodologies
  • Fluent English
  • Experience with integrating acquisitions and product launches into the Customer Care discipline is a pre.

 
Attitude:

  • Sense of urgency to complete projects
  • Continuous improvement mindset
  • Able to organise and prioritise tasks well and work to tight deadlines without close supervision
  • Creative and resourceful in the ability to find information from a variety of sources and in developing routes to solution
  • Willing and able to travel as required

 
What we can offer to you: 

  • Working at a company with a great purpose
  • Possibility of working from home
  • Working in an international environment
  • Attractive benefits package
  • Inspirational colleagues & culture 

 

 

Requisition ID: 484162

 

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 drug-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.

 


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