{"id":2716556,"url":"https://alion.io/job/bayer-communication-contact-center-lead","title":"Communication Contact Center Lead","company":{"id":671164,"name":"Bayer","domain":"bayer.com","url":"https://alion.io/company/bayer-7","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":9,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":11,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gdańsk, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":15600,"max":null,"currency":"PLN","period":"month","gross":null,"usd_annual":48024},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-16T13:56:11Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-27T08:11:36Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Community Lead - Stakeholder Engagement\n\nYOUR ROLE\nThe Lead works closely with Corporate Communications and Global Business Services (GBS) to oversee the day-to-day operations of the stakeholder engagement team, currently known as the contact center team. The role ensures high-quality handling of inbound phone calls, emails, and social media comments, supported by applicable tools. Responsibilities include workflow coordination, quality oversight, escalation support, performance tracking, and team coaching to meet service and response standards across channels.\nAs a newly created position, this role offers a unique opportunity to shape the function’s future operating model and build a new team from the ground up. The Lead will establish effective processes, clear ways of working, and a strong service culture from the outset.\nThe Lead and the team represent Bayer to the public across every engagement channel. Because inquiries can come from anyone, anywhere, and on any topic, the role requires confidence in handling both routine product questions and reputationally sensitive or hostile comments, sometimes within the same shift.\nYOUR TASKS AND RESPONSIBILITIES\nLead a global stakeholder engagement team delivering support across phone, email, and social channels.\nOversee day-to-day operations. Ensure timely, effective responses by managing workflows and priorities across channels based on urgency and topic sensitivity.\nMaintain high-quality, compliant stakeholder interactions aligned with Bayer's brand and communication standards.\nBecome the first point of contact to manage escalations and mitigate risk for sensitive or complex stakeholder issues.\nLead the assessment, qualification, triage, and routing of inbound inquiries, ensuring appropriate handling and escalation of requests related to Pharmacovigilance, Data Privacy, Legal, Security, Media, and reputational issues.\nSupport community management activities across social media platforms, including moderation, issue identification, reputation management, and handling of sensitive public-facing interactions.\nUse performance insights and KPIs to improve service quality and operational efficiency.\nDevelop and empower a high-performing global team. Coach and develop Associates, Senior Associates, and Experts across teams in Gdańsk and Costa Rica.\nFoster strong collaboration across Communications, Analytics, Community Engagement, and agency partners.\nProvide reporting and insights to support operational excellence and informed decision-making.\nQUALIFICATIONS\nBackground in Communications / Social Sciences / Business Management, or Project Management. \nTeam coordination or lead experience in a front-office / customer relationship or contact-center environment, ideally including experience with escalations or crisis-adjacent content. \nExperience training, coaching, and developing teams, including quality assurance oversight and process standardization.\nComfort operating with ambiguity and incomplete information; sound judgment under time pressure. \nAI fluency, with interest in applying AI tools to volume analysis, triage, and content support. \nFluent in English; German and/or Spanish are highly desirable given the team's location coverage and language requirements for the team. \nAt Bayer, we are committed to transparency, equal pay for equal work or work of equal value, and objective reward practices.\nThe minimum gross monthly salary for this role is 15 600 PLN. The final salary will be determined based on objective factors such as professional experience, qualifications, scope of responsibility.\nThis position is eligible for variable pay components, such as annual or performance-based bonuses, awarded in accordance with the applicable employee group, role scope, and compensation structure.\nIn addition, Bayer offers a competitive and holistic benefits package, including:\n- Supplementary medical services\n- Flexible benefits supporting leisure and well-being\n- Life, accident, and disability insurance\n- Employer-supported pension plans\n- Home office allowance to support hybrid or remote work\n- Extra paid leave\nBenefits may vary depending on role and employment conditions.\n\n YOUR APPLICATION\n\nBayer welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.\nBayer is committed to providing access and reasonable accommodations in its application process for individuals with disabilities and encourages applicants with disabilities to request any needed accommodation(s) using the contact information below.\nBayer offers the possibility of working in a hybrid model. We know how important work-life balance is, so our employees can work from home, from the office or combine both work environments. The possibilities of using the hybrid model are each time discussed with the manager.\nBayer respects and applies the Whistleblower Act in Poland.\n\nLocation:\nPoland : Pomorskie : Gdańsk \n\nDivision:\nEnabling Functions \n\nReference Code:\n889769 \n\nLocation:\nPoland : Pomorskie : Gdańsk\nDivision:\nEnabling Functions\nReference Code:\n889769","description_format":"text","description_chars":5370,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":true},{"language":"German","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Home office"],"hiring_locations":[{"name":"Poland","iso":"PL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Prescription Drugs","Crop Protection","OTC & Consumer Health Products"],"lifecycle":[{"event":"open","at":"2026-10-16T13:56:11Z"}],"visa":[],"liveness":{"score":61,"band":"ok","label":"Likely open","p_open":1,"p_active":0.813,"p_room":0.75,"age_days":10,"expected_fill_days":11,"reasons":["conf:2","velocity","win:late","comp:brand"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":48024,"is_top_pay":false},"html_url":"https://alion.io/job/bayer-communication-contact-center-lead","json_url":"https://alion.io/job/bayer-communication-contact-center-lead.json","meta":{"generated_at":"2026-10-27T11:45:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13902,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":671164},"rest":"https://alion.io/mcp/rest/get_company?id=671164"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbayer-communication-contact-center-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbayer-communication-contact-center-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbayer-communication-contact-center-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bayer-communication-contact-center-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbayer-communication-contact-center-lead"}]}