Group Manager II, Customer Experience

Additional Locations: N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

About the role:

The Group Manager, Customer Experience, is responsible for leading a team of marketing professionals designing programs to engage customers across a variety of channels. This individual helps to define and implement divisional strategy for both online and offline engagement with key physician audiences. As part of these responsibilities, this person will identify opportunities to accelerate the adoption of digital technology in creating unique experiences that help us to achieve business objectives. This person will also help to define the divisional strategy for engaging with key physician opinion leaders, including leadership engagement strategies, trade show and event plans and more. This person will have exposure to a broad set of business partners across the division, collaborating frequently with functional leadership, marketing and sales and senior leadership.

This individual will be a developer of people, looking to create opportunities for their team to influence leadership, marketing, sales and other functions. This leader will also be an agent of change, driving PI to adopt contemporary approaches to engaging customers that create a positive perception of Boston Scientific. Finally, this leader will place a premium on creating a differentiated and inclusive culture that attracts talent while enabling everyone to contribute their best.

Your responsibilities will include:

• Coach and mentor a high-performing team member in leading the development and execution of this plan.
• Coach and mentor a high performing team of automation managers and technology specialists.
• Developing and execute a comprehensive plan to 1) create exceptional experiences for physician audiences and 2) strategically coordinate leadership engagement with this group of key physicians.
• Put the customer at the center of all experiences and build programs and key initiatives around the customer
• Create a differentiated environment where people can thrive and that others want to be a part of
• Influence across the organization, removing barriers, getting alignment, driving change and implementing new process.
• Drive continued adoption of contemporary digital technologies, accelerating and scaling successful programs, seeking opportunities to pilot new approaches and placing a premium on metrics and reporting:
• Views #1 job as the development of new stars; is an exceptional coach and mentor, creates opportunities for team members, listens often and helps them to achieve their career objectives
• Identify opportunities where digital and technology investments would advance PI’s business objectives
• Maintain and expand relationships with key stakeholders to accelerate adoption of processes and systems:
• Develop and execute a comprehensive plan to strategically engage key physician audiences including key customers, key opinion leaders, physician advisors and society leadership:
• Help the team in creating KPIs, measuring success and assertively communicating results to key stakeholders
• Work closely with medical affairs to help coordinate key engagements as well as key tradeshow activities
• Lead future digital and technology investments, identifying opportunities, developing business plans and re-deploying resources where required:
• Own and coordinate the customer experience across touchpoints with Boston Scientific, including leadership engagements, trade show experiences and key digital touchpoints:
• Maintain relationships with a team of sales, commercial and IT leaders to provide frequent feedback on programs and implementation plans
• Align stakeholders from leadership, commercial and finance on investment strategies
• Identify opportunities for the team, help to insert them into key workstreams, create alignment among key stakeholders and ensure that this team is put in a position to succeed.
• Establish strong working relationships with marketing leadership, frequently communicating on business plans and priorities
• Develop people and cultivate an exceptional culture
• Put together business plans to implement new technology solutions, including digital commerce and omnichannel customer engagement
• Consistently recognize and reward excellence

Required qualifications:

• Bachelors Degree required
• Minimum 8 years experience in marketing, medical/clinical affairs or sales
• Minimum 2 years experience managing professional teams
• Willing and able to travel up to 20% of the time
• Ability to travel up to 30%

Preferred qualifications:

• Experience creating excellent customer experiences across online and offline channels
• Advanced degree (Masters, MBA)
• Fluent in commercial digital technologies
• Medical device, pharmaceutical or other healthcare experience
• Excellent communicator and collaborator, a seasoned leader with strong interpersonal skills
• Prior experience in customer-facing roles and strong voice with field sales organization
• Proven ability to influence and drive alignment across diverse teams to achieve consensus and execution of strategic initiatives
• Strong track record of culture-building and people development

Requisition ID: 563952

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!