Manager, Customer Excellence Capability & Optimization chez Jj

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

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Job Description:

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine.

We are searching for the best talent, Manager, Customer Excellence Capability Optimization .​

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s)

United States & Puerto Rico - Requisition Number: R-038418

Belgium - Requisition Number: R-039968

Switzerland- Requisitions Number: R-039983

High Wycombe, UK Requisition Number: 039998

#LI-Hybrid

This position is responsible for the Customer Excellence capability which drives an improved and competitive customer service realized by effective global process design and standardization worldwide, through establishing and implementing standardized processes, procedures, performance metrics the ongoing governance and change control for IM customer service globally.

They will continually evolve standardization to further realize opportunities and improve order accuracy and customer satisfaction, whilst ensuring processes are compliant with all relevant quality and compliance standards. 

All in alignment and collaboration with our Transcend roll out and ongoing governance of the template

Process Ownership & Standardization

• Be responsible for the portfolio of global standards. Establish and drive a governance and process for prioritization and lifecycle management, including creation, review and retirement.

• Develop, define, and own global customer service standards, ensuring they align with the overall strategy and vision.

• Drive the design, documentation, and adoption of standardized processes worldwide.

Continuous Improvement:

• Identify areas for improvement by analyzing performance data, customer feedback, and operational challenges.

• Lead initiatives to optimize customer service workflows and resolve process inefficiencies while maintaining service quality and satisfaction.

• Collaborate with regional teams to adapt standards to local needs, balancing consistency with local flexibility.

Collaboration:

• Act as the key point of contact for process inquiries, providing direction and support to operational teams.

Metrics & Reporting:

• Use data-driven insights to make informed recommendations and decisions, ensuring service levels meet or exceed customer expectations.

Compliance & Risk Management:

• Ensure alignment with legal, regulatory, and company requirements across regions.

• Ensure effective risk mitigation strategies are in place.

This position will enable new capabilities with ongoing focus on customer value and support marketplace growth. 

• Establish and implement standardized processes, procedures, governance and performance metrics for customer service, customer connectivity, order management operations across all regions globally.

• Analyze end to end order management processes to optimize efficiency, minimize costs, and improve touchless order. Identify and define new process requirements to enhance and advance regional capabilities

• Collaborate with regional stakeholders to enable scalable solutions on Process Optimization; work closely with regional Deliver teams, Finance and Quality partners to ensure alignment of value optimization initiatives with broader business priorities, transformation programs and customer expectations.

• Manage cross functional-workstream business processes integration including Community of Practice. Develop and maintain the Capability Roadmap to ensure alignment with global process standards across all regions.

• Lead the execution and analysis of maturity assessment outputs to identify areas for improvement.

• Provides expert guidance on priority initiatives.

Required Minimum Education:   

Bachelor’s degree is required; advanced degree or MBA is highly desirable .                             

Required Experience:

• Requires a minimum of 5 years of dynamic experience in roles, relating to process excellence and standardization for Customer Service.

• Requires a minimum of 3 years of business process design, engineering, or optimization experience.

• Requires 3 years of Global experience.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center ([email protected]) or contact AskGS to be directed to your accommodation resource.