Baxter International Inc. · 19 hours ago
UCAN Associate Director, Customer Service
Deerfield, Illinois
Full-time
Onsite
Lead/Staff, Director/Executive
$128K/yr - $176K/yr
5+ years expBaxter International Inc. is dedicated to redefining healthcare delivery to make a greater impact. The UCAN Associate Director, Customer Service will lead and manage a diverse team across the UCAN region, focusing on achieving business objectives and improving customer service metrics.
BiotechnologyClinical TrialsHealth CareMedical
No H1B
Responsibilities
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%)
Qualification
Required
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
Benefits
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
Company
Baxter International Inc.
For nearly a century, we have delivered on our commitment to saving and sustaining the lives of patients, working alongside clinicians and providers around the world.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2.28BKey Investors
German Federal Ministry of Education and Research
2025-12-08Post Ipo Debt· $600M
2021-04-21Grant· $1.81M
2019-05-15Post Ipo Debt· $1.68B
Leadership Team
Andrew Hider
President and Chief Executive Officer
Giuseppe Accogli
EVP & Chief Operating Officer
Recent News
HospitalManagement.net
2026-01-16
Company data provided by crunchbase