Title: Senior Director of Customer Care Americas
Company: Vantive
Location: Deerfield, Illinois, United States
Jason “JMP” Mercer-Pottinger, Senior Director of Customer Care Americas at Vantive, has been recognized by Marquis Who’s Who Top Executives for dedication, achievements and leadership in Contact Center and Direct To Consumer Operations.
Mr. Mercer-Pottinger currently serves as the senior director of customer care Americas at Vantive, a foremost organ therapy company, a role he has held since 2025. In this capacity, he leads the Americas customer care organization, overseeing a team of 600 professionals who support both divisions within Vantive, including in-center or at-home dialysis and dialysis performed in the intensive care unit for patients requiring kidney support during trauma care. Mr. Mercer-Pottinger’s responsibilities include setting strategy for the customer care organization, ensuring alignment with commercial objectives and supporting the transition into Vantive following its spin-off from Baxter International Inc.
Dedicated to balancing technology and human interaction, Mr. Mercer-Pottinger has been instrumental in rolling out new technologies that maintain essential human touchpoints and ensuring patients have access to live representatives when needed. He has also focused on talent development and positioning the organization for long-term success while managing contact centers across Canada, the United States, Mexico, Colombia and Brazil.
Before his current position, Mr. Mercer-Pottinger served as a senior director of customer care for the Americas at Baxter International Inc. from 2023 to 2025. In this role, he continued to oversee operations spanning the Americas. Mr. Mercer-Pottinger also played a pivotal role in supporting the operational transition as Baxter prepared for the Vantive spin-off, ensuring continuity and excellence in patient support services.
Between 2015 and 2023, Mr. Mercer-Pottinger served as an RTS operations director at Baxter Healthcare Corporation. He managed all aspects of global contact center operations to ensure the effective administration of programs, standards, systems and teams. Earlier, Mr. Mercer-Pottinger served as director of global customer service at Baxter from 2012 to 2016, after excelling as head of customer service at Baxter Healthcare, where he managed large-scale contact center operations and led a team of 100 from 2007 to 2016.
During his tenure at Baxter, Mr. Mercer-Pottinger helped build and transfer operations to third parties and establish centers in Colombia and Japan. Among other achievements, he contributed significantly to the launch of telehealth programs that leveraged data from connected dialysis devices in patients’ homes. By analyzing treatment logs using advanced algorithms, Mr. Mercer-Pottinger’s team proactively reached out to patients within a day, enhancing the patient experience and delivering greater value through digital services.
Mr. Mercer-Pottinger’s career began in the billing division of one of the largest water utilities in the United Kingdom in 1992 and continued for over a decade. This foundational experience has deepened his expertise in contact center management and direct-to-consumer operations, areas in which he is now recognized as an industry expert.
Mr. Mercer-Pottinger earned a Bachelor of Business Administration and Management from the University of Reading in the United Kingdom in 1992. His academic background laid a strong foundation for his professional journey by equipping him with critical thinking skills and a comprehensive understanding of business operations.
Throughout his career, Mr. Mercer-Pottinger has been actively involved with several professional organizations. He has been a member of the Customer Engagement Leadership Council at Frost & Sullivan since 2022, an executive member of ContactCenterWorld since 2023 and a professional member of the Customer Experience Professionals Association since 2023. Additionally, Mr. Mercer-Pottinger serves on the education committee and as chapter president for the Contact Center AI Association.
In addition to his professional affiliations, Mr. Mercer-Pottinger is committed to civic engagement. He volunteers with both Baxter and Vantive, working directly with dialysis providers and clinics to provide additional support to patients undergoing treatment. Mr. Mercer-Pottinger also dedicates time to Feed My Starving Children, reflecting his commitment to community welfare.
Mr. Mercer-Pottinger’s contributions have been recognized through numerous awards, including the Industry Champion Award from Baxter in 2023, as a CX Influencer in the Medical Device Industry by CX Influencers in 2023 and as an Industry Champion by ContactCenterWorld in 2023. Under Mr. Mercer-Pottinger’s leadership, organizations have also received numerous accolades, including Utility Contact Center of the Year and Best Place to Work in Contact Centers Within the Health Care Industry, awarded to Baxter.
Reflecting on his career, Mr. Mercer-Pottinger attributes much of his success to his natural curiosity and relentless pursuit of knowledge, qualities that have enabled him to adapt concepts from various industries to health care settings to improve patient outcomes. His international experiences have further shaped his approach to individualized care, emphasizing both personalization and accessibility.
As he reflects on his legacy, Mr. Mercer-Pottinger is focused on guiding Vantive toward innovative service offerings that exceed expectations for both customers and patients. He is particularly interested in how artificial intelligence can transform health care delivery by making services more patient-focused while maintaining essential human connections. This vision continues to drive Mr. Mercer-Pottinger’s passion for excellence.
For more information, please visit:
Contact Mr. Mercer-Pottinger:
Your message has been sent
