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UCAN Associate Director, Customer Service

https://www.baxter.com/ Logo

Baxter

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Location:
United States , Deerfield

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

128000.00 - 176000.00 USD / Year
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Job Description:

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

Job Responsibility:

  • 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 (<20%)

Requirements:

  • Bachelor's degree
  • 5-7 years of customer service leadership experience, preferably in the life science, medical or healthcare industry
  • Proven ability to thrive in a matrix environment, leveraging ambiguity to drive innovation, collaboration, and results
  • Excellent business and financial (i.e., budget and P&L) acumen
  • Proficient in customer relationship management software (e.g., Sales Force), contact center software (e.g., Genesys, Five9, Avaya), and ERP software (e.g., JDE, SAP)
  • Proven track record of improving customer satisfaction and employee engagement
  • Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions.
  • Excellent communication and interpersonal skills
  • Experience with Lean processing methodology, Six Sigma, or other process improvement frameworks.
  • Ability to work in a fast-paced environment and handle multiple priorities
  • Proficient in Microsoft Office, including Word, Excel, and Outlook
  • Ability to learn and adapt to new systems, processes, and products
What we offer:
  • medical and dental coverage that start on day one
  • insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
  • Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
  • 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
  • Flexible Spending Accounts
  • educational assistance programs
  • paid holidays
  • paid time off ranging from 20 to 35 days based on length of service
  • family and medical leaves of absence
  • paid parental leave
  • commuting benefits
  • Employee Discount Program
  • Employee Assistance Program (EAP)
  • childcare benefits

Additional Information:

Job Posted:
February 08, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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