At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 50+ facilities across the US and 18,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.
Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include:

• Medical, dental, and vision insurance, available on first working day
• 401(k), eligibility after 30 days of employment
• Employee stock purchase plan
• Tuition reimbursement
• Development opportunities to grow your career with a global company

Job Summary - Supports the Customer Care organization in driving continuous improvement projects across all customer care operational processes, functions, tools and technologies. Strives to improve continuously the O&M customer experience while improving effectiveness and efficiency and reducing costs.

Core Responsibilities -

• Leads data collection and analysis to monitor Customer Care Key Performance Indicators and metrics.
• Develops PowerBI datasets, dashboards, and reports.
• Conducts data mining across multiple internal systems and tools to identify trends and patterns that are actionable; performs ad-hoc data mining and analysis based on leadership requests.
• Develops business cases to define and drive process improvement projects and supports analysis for projects, as needed.
• Creates and documents process flows; partners with the process owners and SMEs to revise existing flows to reflect changes driven by improvement projects.
• Executes selected process improvement projects works with managers to identify improvement needs and manage project timelines; acts as a change agent to drive project implementation; helps deliver training programs.
• Collects and analyzes data to drive metrics monitoring financial savings, then compares metrics to established goals and targets to support ROI estimates.
• Elicits and documents business requirements as required for both process and technology changes.
• Identifies, analyzes and/or supports planning and execution of improvement opportunities.
• Recommends technology enablement opportunities.

Qualifying Experience -

• Four-year university degree required in science, engineering, management, or a related discipline, master’s degree preferred.
• Two or more years of experience in process improvement projects or any combination of education and experience to meet the above requirements.
• Life Sciences / Healthcare experience a plus
• Good understanding of data analytics tools and other tools like salesforce.com, business intelligence, etc.
• Continuous-improvement certification preferred; project management certification preferred.
• Key experience focus areas include Shared Services, Global Business Services, Change Management, Continuous Improvement, Process Optimization, Operations, Financial Ops, and Customer Service
• Flexible and capable to multi-task in a changing environment•
• Strong ability to anticipate future needs of the organization•
• Manages time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills•
• Strong interpersonal skills
• Strong verbal and written communication skills
• Strong analytical skills
• Detailed oriented
• MS Excel Expertise
• Experience with PowerBI
• Ability to work independently and as part of a team to seek issue resolution and solve problems.
• PC/Systems skills & knowledge: MS Office required; data analysis tools, business objects, basic SQL; Salesforce.com experience preferred.
• Process improvement oriented
• Minimal travel outside of Richmond anticipated.
• Ability to work various shifts or occasional overtime hours.

LI-ST1

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law

• Leads data collection and analysis to monitor Customer Care Key Performance Indicators and metrics.
• Develops PowerBI datasets, dashboards, and reports.
• Conducts data mining across multiple internal systems and tools to identify trends and patterns that are actionable; performs ad-hoc data mining and analysis based on leadership requests.
• Develops business cases to define and drive process improvement projects and supports analysis for projects, as needed.
• Creates and documents process flows; partners with the process owners and SMEs to revise existing flows to reflect changes driven by improvement projects.
• Executes selected process improvement projects works with managers to identify improvement needs and manage project timelines; acts as a change agent to drive project implementation; helps deliver training programs.
• Collects and analyzes data to drive metrics monitoring financial savings, then compares metrics to established goals and targets to support ROI estimates.
• Elicits and documents business requirements as required for both process and technology changes.
• Identifies, analyzes and/or supports planning and execution of improvement opportunities.
• Recommends technology enablement opportunities