Vantive: A New Company Built On Our Legacy

 

Baxter is on a journey to separate our ~$5B Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

 

At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us are driven to help improve patients’ lives worldwide. Join us as we revolutionize kidney care and other vital organ support.

 

*Completion of the proposed separation of Kidney Care from Baxter into a standalone company (to be named Vantive) remains subject to the satisfaction of customary conditions.

Your role:

As the Product Owner (Senior Manager), for Voice Services & Contact Center Solutions you will be responsible for leading the global strategic direction and management of all Telephony experiences and Contact Center services across all regions for Kidney Care. You will be responsible for building and adjusting services based on the changing demands. You will be accountable for all the Voice services (including our large manufacturing sites) and also supporting the different businesses requiring Contact Center technology (Patient, customer, and agent experiences across phone, email, chat, text, and social channels).

You will stay abreast of industry trends and will align solutions with the organization's overall business objectives, playing a crucial role in ensuring the seamless operation of the company's IT Voice and Contact Center services, supporting various departments, and contributing to the overall efficiency and success of the organization. You will bring industry best practices to the Kidney Care segment!

What You’ll Be Doing:

Lead a large, globally diverse agile team responsible for Voice Experience & Contact Center Solutions supporting levels 1-3.Develops and implements the strategic vision for Unified Communication & Contact Center services aligned to the overall IT and business objectives.Partners with senior IT leadership to develop the strategy for the global Infrastructure and Operations function.Responsible for the design, implementation, and continuous improvement of IT Voice services & Contact Center Solutions.Establish and monitor key performance indicators to measure effectiveness of the platform.Champion a customer-centric approach to IT service delivery focusing on improving the end user, customer and patient experience. Working closely with Enterprise Architecture, develop the product roadmaps based on customer feedback with the aim of a continuous improvement cycle.Manage and prioritize the product backlog. Carrying the product vision and planning the product roadmap.Manage relationships with external vendors and service providers to ensure delivery of high-quality services.Lead and mentor an agile team of IT services professionals, providing guidance and support.Ensure timely and effective incident resolution, problem management, and service request fulfillment with DevOps principles in mind.Collaborate with other departments to understand their needs and align solutions accordingly.Stay abreast of industry trends and technologies to make informed recommendations for improvement.Plan and manage the overall budget for the IT services in scope.Always looks for ways to automate the solutions & services provided.Works with Senior Leadership to develop the necessary structure, resources, and processes to manage the organization’s current activities and long-term projected growth.Create business requirements and work closely with the partners and internal teams to guide the product development on all dimensions including content, timing, quality…15% travel expected.

What You’ll Bring:

Bachelor's degree in computer science or equivalent experience.10+ years of IT Unified Communication and Contact Center services management experience, and familiarity with cloud-based platforms and legacy on-prem solutions.Mandatory experience in Unified Communication/Contact Center product management.Industry/Vendors certification (CCNP/CCIE collaboration, Microsoft, Genesys, AWS, Zoom, Salesforce, Five9, Nice,…).Agile/Scrum/Project Management certifications.Experience with Contact Center as a Service (CCaaS) solutions.Previous experience as Product owner, Scrum master, SRE role. Ability to communicate complex systems and ideas across multiple departments.Experience with SIP-based architectures, Microsoft Voice Solutions, PSTN as a service model,  …Strong knowledge of IT security and data privacy best practices.Self-motivated; works well with little supervision, works well in a team environment.Must possess strong decision making and problem-solving skills.Comfortable working with ambiguity and change; able to work in a fast-paced environment.Experience managing IT personnel and external service providers.

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $144,000 - $198,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

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The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
                                                                                                                                                               
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Reasonable Accommodations

Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

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