Global Product Owner

at  Baxter

THIS IS WHERE YOU SAVE AND SUSTAIN LIVES

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.
Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.
Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.
Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

SUMMARY

The Customer Service SME/business product owner for salesforce (CRM) is responsible for the implementation of new processes and systems according to the implementation roadmap for countries in scope. This responsibility includes the deployment of internal processes and tools as well as automation processes with third party service providers (order entry automation), ensuring that the new processes do not impact the level of service to hospitals, distributors, or patients at home. In this role the Customer Service SME needs to collaborate with all relevant partners such as the Regional Lead, Global IT Product Owners, Project Managers, and local Customer Operations to deliver a successful solution that will contribute to reliable and consistent great customer experience every single day.

JOB DESCRIPTION:

Fit/Gap:

• Support the organisation of the fit/gap sessions.
• Collect information on business requirements and specific processes.
• Use business expertise to identify functional and process gaps.
• Conduct the Fit/Gap sessions with SMEs from other countries.
• Challenge specific local requirements and investigate if standard processes and functionality can be applicable.
• Together with Global PO’s and PM’s review the gap list and agree on importance and prioritisation.
• Feedback to Regional lead, Management, other SMEs, and peers
• Work with the Regional lead, Global POs, and PMs to document the requirements and validate the Epic/Story and the acceptance criteria.
• Solution demo’s: Participate to solution demos after each iteration, and provide feedback in collaboration with the Regional Lead, Global PO’s and PM’s or accept the user stories based on acceptance criteria.
• Support the developers by clarifying requirements if needed on close collaboration with the Global PO’s and PM’s
• Organize and conduct solution demos with SME’s and business partners.

User Acceptance Testing: Support the organization of UAT sessions and independently run UAT with SMEs from other countries on Salesforce/JDE. Perform UAT testing.

• Clarify processes, new ways of working and system functionalities to peers, SMEs, and other team members.
• Organize and run triage and prioritization calls and work with regional lead, Global POs, and PMs to plan the epics/stories.

End User Training: Review master training materials and identify enhancements, needed updates and feedback in general.

• Localise training materials (If needed)
• Perform Train the Trainer for SMEs in the function
• Bring issues and findings to Global team
• Evaluate training approach, duration, and effectiveness

Cut-Over:

• Identify business cut-over scenario is and align with Global team
• Communicate cut-over plan with the end users and other collaborators (support Regional Lead)
• Actively support the cut-over plan
• Hypercare support: 1st level support for the end users Resolution of “How do I?” questions In case of defects, perform an initial investigation and if needed raise to the Global PO in the War room. Participate to triage and prioritization calls and help to define severity and/or priority
• Communicate back to end users Organisational Change: Drive standardisation and promote out of the box thinking Promote innovation and challenge the status quo for systems, processes, and organisations Clarify processes, new ways of working and system functionality to peers, SMEs, and other partners.
• Communicate openly with peers, SME’s, management, and other partners using the available and most appropriate channels Feedback to Regional lead, Management, other SMEs, and peers.

QUALIFICATION:

To perform this job successfully, an individual must be able to perform each crucial duty satisfactorily. List knowledge, skills, and/or abilities required.

• Salesforce: Have a good understanding of how salesforce service works in global setting, effective navigation capability on salesforce, know how to create Adhoc reports, have an understanding of salesforce capabilities such as case management, user setup, account management, notifications, organisations, territories, portals, order processing, returns, etc.
• Diligence: Demonstrates meticulous attention to detail in managing billing processes and resolving disputes, ensuring accuracy and compliance in all transactions.
• Problem Solving: Exhibits strong critical thinking skills, with the ability to identify and resolve billing issues promptly and optimally, minimising impact on customer satisfaction.
• Communication Skills: Possesses superb communication skills, capable of clearly and optimally interacting with customers, team members, and cross-departmental partners.
• Collaboration: Shows a good ability to work multi-functionally within the team and across departments, ensuring flawless billing operations and a unified approach to customer service.
• Customer Service Orientation: Maintains a proven focus on customer satisfaction, working diligently to resolve billing inquiries and disputes with a positive and initiative-taking approach.
• Adaptability: Demonstrates flexibility and adaptability in running multiple priorities and adapting to changing business needs and processes.
• Process Improvement: Actively seeks ways to improve billing processes and customer service delivery, contributing to the team’s efficiency and the overall success of the organisation.
• Willing to Travel.

EDUCATION: CUSTOMER SERVICE PROCESS EXPERIENCE OR KNOWLEDGE:

• Overall knowledge of processes in the customer area.
• Knowledge of e-commerce (Salesforce CRM) and self-service portals is critical requirement.
• 3-5 years of experience within customer service/ supply chain roles, preferable with some level of project management
• Technical Proficiency and interest in software product design and development projects
• Understanding of regulations to consider in the MD industry (Quality, PV, Data privacy)
• Degree: minimum Bachelor Level

Please refer the Job description for details