Product Owner (Sr Mgr, IT) for Voice Services & Contact Center Solutions

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 :

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.

LI-BG1