UCAN Associate Director, Customer Service

Overview

This is where
your work makes a difference.

At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond.

Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results.

Here, you will find more than just a job—you will find purpose and pride.

Lead and manage a diverse team across the UCAN region, disciplines and business segments.

• Thrive in a matrix environment, leveraging ambiguity to drive innovation, collaboration, and results.
• Conduct regular performance reviews and provide constructive feedback
• Identify, develop, and deploy 1-3 year strategies to achieve business objectives
• Analyze customer and employee feedback and metrics to identify areas for improvement and develop corrective action plans.
• Collaborate with senior leadership and cross-functional stakeholders to align customer service goals and overall business strategy
• Identify opportunities to improve metrics (e.g., adherence, service levels, self-service utilization, productivity)
• Develop and manage the department's budget(s), track and monitor expenses
• Communicate effectively with team members, internal and external stakeholders, to resolve customer issues and optimize cost
• Provide regular reports and updates to Sr. Leadership on customer service performance and trends
• Ability to travel ~30%
• Other duties as assigned (