(Archived) Associate Director, Customer Contact Centers (Hybrid)

Description

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

Using deep knowledge of project management, the Associate Director, Vendor Liason Manager provides strategic direction and leadership to deliver customer experience excellence (in-bound and out-bound) based on evolving customer behavior and innovation. This role leads key projects, seeks/assesses/incorporates innovation, and leads/influences/participates cross-functionally. The incumbent proactively facilitates meetings with key stakeholders to communicate, solve and prevent issues, forecast volume trends and prepares for launches or product updates.

The AD, Contact Center Vendor Liason Manager proactively identifies, prioritizes, designs and executes results-driven contact center projects across all customer touchpoints in a timely manner, within compliance, budget and targeted goals. This individual seeks and keeps abreast of best practices, innovation, and makes the best use of technology while leveraging all resources to strategically design, plan and execute key projects aimed at excelling the customer experience journey.

Duties & Responsibilities

• Works closely with the Contact Center (CC) Manager.
• Ensures ongoing analyses of escalated CC issues, opportunities, actionable insights and trends.
• Leads and supports problem-solving, decision-making, and timely corrective action, preventive measures or resolutions.
• Proposes, influences and collaborates cross functionally to analyze and implement contact center operational efficiencies, patient centric opportunities, and product/service launch readiness.
• Identifies, analyzes and eliminates non-value add activities across all customer touchpoints
• Maintains 2-way communication with key stakeholders on CC support, launches, IVR, customer-facing activities (i.e., patient assistant programs, websites, social media), regulatory and all other external touchpoints impacting customer service support, service excellence, volume, goals or contact center processes.
• Develops contact center goals, milestones, planning, roadmaps, priorities and trending actionable insights.
• Leads initiatives, projects aimed at identified opportunities, customer experience excellence, innovation, improvements, and efficiencies in a timely, data-driven and deadline-driven manner.
• Strategically and successfully delivers contact center transformation and operations excellence.
• Seeks best-in class digital, innovative, trail blazing, solutions and develops strategy, business cases, continuous improvements and end to end projects.

Requirements

• Bachelors degree or equivalent experience. Project Management preferred.
• Demonstrated results in project management, problem-solving, continuous improvements and building strong/effective business relationships across all levels.
• Innovative, strategic and creative thinking skills with a focus on continuous process improvement is strongly preferred.
• Highly collaborative individual with the ability to drive change, motivate and influence within a cross-functional team environment.
• Strong communication, presentation and interpersonal skills (written, oral).
• Proven ability to strategically problem-solve, develop business cases, lead end to end projects and balance conflicting priorities.
• Self-motivated individual delivering exceptional customer satisfaction and leveraging resources to identify and implement new innovations and best practices.
• Strong organization and time management skills.
• Ability to travel.

Preferably:

• 5+ years of experience in project management, operations mgt in leading multiple projects and teams.
• PMP or Six Sigma certification(s)
• Healthcare industry or Medical experience
• MBA
• Microsoft Office Suite Proficiency
• Experience with Project management tools

Eligibility Requirements:

• Must be legally authorized to work in the United States without restriction.
• Must be willing to take a drug test and post-offer physical (if required).
• Must be 18 years of age or older.

Compensation

This position offers a base salary typically between $102,000 and $175,000. The position may be eligible for a role specific variable or performance based bonus and or other compensation elements.  For an overview of our benefits please click here.