BD (Becton, Dickinson and Company) Sr. Manager, Clinical Customer Advocacy & Escalation Management in San Diego, California

Job Description Summary

Job Description

The Sr. Manager, Clinical Customer Advocacy & Escalation Management will manage customers with urgent, complex product issues that need immediate attention. This position will also be required to work with the Technical/Clinical Customer Advocacy team, engineers, sales and the CPC teams to resolve these issue to the customer's satisfaction and provide management reports and trending.

Duties and Responsibilities

  • Develop an individualized strategic plan for the customer and enhance the relationship through problem solving.

  • Ensures operational plans are aligned with business objectives

  • Contributes to functional strategy development

  • Has in-depth functional expertise and broad business knowledge

  • Applies expertise to achieve financial and operational objectives



  • Manage complex customer product issues to resolution

  • Develop an individualized strategic plan for the customer and enhance the relationship through problem solving

  • Ensures operational plans are aligned with business objectives

  • Has in-depth functional expertise with the products and broad business knowledge

  • Makes decisions, often difficult and/or unpopular, that support customer satisfaction strategy; influences others to support the decisions

  • Role models the company‚Äôs high ethical standards and code of conduct

  • Inspires others to meet/exceed expectations on a daily basis through own enthusiasm and energy

  • Identifies and initiates efforts to achieve objectives, teaching others to accept accountability for meeting and stretching to exceed results in a timely and cost effective manner

  • Anticipates internal/external business issues to align operational priorities, strategies and tactics

  • Constructs meaningful strategies for addressing future business scenarios

  • Develops relationships with key internal/external customers to identify emerging needs and business challenges

  • Develops value-added solutions that meet customer business needs and shares key learnings with others

  • Resolves complex problems with urgency

  • Influences customers through effective listening and communication to accomplish operational objectives


  • The successful candidate will work with our customers as a subject matter expert in infusion products.

  • Seeking an individual who has the ability to communicate with our healthcare constituencies and understand medical technology and devices.

  • Excellent interpersonal skills; superior oral presentation skills/written communication skills; a detailed understanding of the regulatory and professional guidelines associated with a medical device technology.

  • Lead team initiatives and execute plans to advance the business objectives

  • Provide excellent customer service and satisfaction

  • Communication to the Executive level on customer issues and resolution

  • Participate in product quality review and complaint investigation processes as needed


  • Bachelor's degree required, advanced degree preferred such as a Registered Nursing degree

  • 6-10 years relevant experience in the medical device or hospital industry

  • 5-7 years of management experience

  • Strong customer interactions skills required

  • Strong leadership skills required

  • Strong communication skills required (orally and written)

Primary Work LocationUSA CA - San Diego TC Bldg C&D

Additional Locations

Work Shift1st Shift 830am-5pm (United States of America)

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status