Ortho Clinical Diagnostics

  • Process and Systems Manager, Global Contact Center

    Job Locations US-NY-Rochester | US-NJ-Raritan
    Job ID
    Job Country
    United States
    Technical Service and Support (Ortho Care)
  • The Company

    Ortho Clinical Diagnostics (Ortho) is a global leader of in vitro diagnostics.  Ortho serves two primary industries in the medical field: clinical laboratories, by producing platforms and assays that test for a variety of diseases, conditions, and substances; and immunohematology, by providing the means to ensure blood transfusion recipients receive appropriate and compatible blood.


    With a history of more than 75 years, Ortho is a pioneer in life-impacting advances in diagnostics. Worldwide across hospitals, hospital networks, blood banks and labs, Ortho’s high-quality products and services enable health care professionals to make better-informed treatment decisions. Headquartered in Raritan, NJ, Ortho Clinical Diagnostics has approximately 4,300 employees serving customers in more than 120 countries.


    Ortho is recruiting and retaining the best and brightest around the world. People, who are performance driven, want to make a difference and who help Ortho grow their leadership position in a changing marketplace. The power to reimagine starts with empowered people, who are empowered to grow and given the chance to succeed in ways they hadn’t thought possible before.


    Ortho’s purpose is simple: to improve and save lives with diagnostics. They do that by reimagining what’s possible. It’s what defines them. It’s the Ortho difference.


    Ortho is an independent company, sponsored by The Carlyle Group, one of the world’s largest and most successful investment firms. The company's executive leadership team has extensive diagnostic experience and a strong heritage of driving market change and innovation. Ortho is a strong brand with solid positions in attractive, growing segments and regions.

    The Career Potential

    Ortho Clinical Diagnostics is committed to improving and saving lives with diagnostics. To do this we hire people who share this dream and are ready for new adventures. As a valued team member, you will carve your own career path and be part of building this company stronger and better than ever before. There is no limit to the experiences, opportunities and new directions you will have access to here at Ortho Clinical Diagnostics. More importantly, you will be driving the surge of a whole new direction in important medicine. That’s something we can all take pride in as we take this journey together.

    Ortho is known in the industry as a leader in customer service and support.  Deeply understanding and exceeding the needs of our clinical lab, hospital and blood bank customers is what we do.  It’s who we are.  If you join Ortho, no matter what your role, you will be expected to keep that Customer Excellence focus in your work.

    The Opportunity

    As the company continues to grow, we are seeking a Global Contact Center Process and Systems Manager who is responsible to identify and implement business processes and technologies in order to drive quality in service, increase productivity, reduce costs and improve the overall customer experience. This position works across the Ortho organization to define the over-arching business/technology roadmap in close affiliation with Technical and Customer Support and the Global IT organization. Strong industry knowledge of telephony, omni-channel integration, and business applications will allow this individual to define and execute a strategy to shift the current call volume from 98% reactive to 50% reactive (omni-channel), 25% proactive outreach and 25% customer self-sufficiency over 3-5 years. Exceptional project management, analytical and communication skills are critical for this role.  Works closely with the Ortho Contact Center teams globally (Customer Service, Parts Hotline and Technical Solutions Centers), interacting with all levels and departments across the organization including, Marketing, IT, Quality Compliance and external vendors as required.

    The Responsibilities

    • 10%: Maintains understanding of current and emerging contact center technologies, processes and trends. Keeps Ortho Management educated on important developments. 
    • 15%: Partners with Ortho Management to discover business needs and align to a technology roadmap; identifies tools or process improvements that drive customer satisfaction, productivity and cost savings. Builds compelling, self-funding business cases with clearly defined ROI and secures funding.    
    • 25%: Leads and manages technology or other core projects for the Ortho Business. Project Management responsibilities include: planning, budget, risk management, defines SMART goals and KPI’s and monitors progress. Proactively integrates internal/external change management in all project activities. Ensures accurate and timely status reports and directs project staff through task delegation.
    • 25%: Supports the strategic design, set-up, maintenance plans, and upgrades for telecommunications systems and call flows working with the IT organization globally. Proactively identifies improvement potentials in customer interaction flow design based on regional customer behaviors and industry trends. Monitors ecosystem and drives high reliability.
    • 25%: Aligns globalization strategies of all contact centers (Customer Service, Parts Hotline and Technical Solutions Center) inclusive of global queue management, process and technology synergies. Supports Customer Service organization in building a global operational model.

    The Individual

    • Bachelor’s degree is required, preferably in computer science or engineering
    • Minimum of 5 years of experience with business process design is required
    • Minimum of 5 years of experience with system design is required
    • Minimum of 5 years of experience either directly managing staff or indirectly managing project teams is required
    • Formal project management training via PMP certification or equivalent project management experience is required
    • Minimum of 7 years of experience with contact center technologies is strongly preferred
    • Experience building SMART metrics, developing business cases and measuring ROI
    • Proficient in telephony tools and infrastructure with expertise in industry trends
    • Healthcare/Diagnostic industry experience preferred
    • Experience in managing global, complex projects with emphasis on achieved metrics, successful adoption and continuous improvement.  Software Development Life Cycle projects preferred. 
    • Ability to analyze data and present clear recommendations with business cases.
    • ITIL Foundations or equivalent process management experience a plus
    • Experience managing projects that involved ERP systems, Data Warehouse, BI Tools and CRM programs is preferred.
    • Effective communicator through presentations and written communications.
    • Proficient with Microsoft programs       
    • Up to 20% travel may be required
    • Work visa sponsorship is not available for this position


    Equal Opportunity

    Ortho Clinical Diagnostics believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. Ortho Clinical Diagnostics is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform their job related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at orthorecruiting@orthoclinicaldiagnostics.com.


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