The primary responsibility of the Director of Supply Chain Project Management and Customer Experience is to provide leadership to two teams: centralized Supply Chain customer service and project management.
The director provides overall support for all Supply Chain departments including procurement, strategic sourcing, materials management, logistics, and healthcare technology management operations while delivering quality service to the BSWH organization as a whole. This is a leadership role that interacts with all levels of the Supply Chain organization including other cross-functional departments within Baylor Scott and White Healthcare.
ESSENTIAL FUNCTIONS: - The Director of Supply Chain Project Management and Customer Experience is responsible and accountable for establishing and maintaining the supply chain portfolio of strategic and operational support programs and projects, ensuring alignment to the strategic goals, objectives, and performance management priorities of the business. - Using professional project management methodologies and techniques, leads a team of project managers responsible for managing the execution of all projects and programs within supply chain, delivering successful and timely results. - The Director of Supply Chain Project Management and Customer Experience is responsible and accountable for operating a centralized call center that provides customer support for all supply chain related issues. - Implements organizational design including structure and job competencies for this team. - Establishes service level agreements and standard work processes with defined metrics to monitor quality. - Develops policies to outline escalation and communication standards for addressing customer requests. - Investigates and implements current and new system capabilities and technologies for managing customer call center traffic and requests. - Drives business case development and delivers continuous improvement efforts by leveraging data/analytics, combining customer insights and research to make sound business decisions in partnership with all supply chain executives, ultimately to improve efficiency across the organization. - Provides a detailed monthly analysis of all inquiries and concerns received with trends and recommendations for service improvement. - Establishes and executes supply chain program governance processes - Performs other position appropriate duties as required in a competent, professional and courteous manner.
KNOWLEDGE, SKILLS, AND ABILITIES: - Ability to prioritize well, communicate clearly, and understand how to drive a high level of focus and excellence with a strong, diverse and talented team. - Sound business judgment, proven ability to influence others, and strong analytical thinking skills are critical to success in this position. - Demonstrated ability to formulate data driven decisions that lead to results. - Demonstrated ability to conceptualize, manage, and prioritize multiple projects. - Solicits, monitors, and communicates project performance, status, and results to Supply Chain and other cross functional executives and stakeholders and addresses or escalates issues as appropriate.
MINIMUM REQUIREMENTS: - Masters Degree - 7+ years of experience - Project Management Professional (PMP) Certification
Internal Number: 20013608
About Baylor Scott & White Health
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!