Manager, Customer Excellence Capability & Optimization

Manager, Customer Excellence Capability Optimization

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.

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

Collaboration

Metrics & Reporting

Compliance & Risk Management

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

Required Minimum Education :

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

Required 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 or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is : 89,000-150,000

Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company's long-term incentive program. Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits : Vacation 120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington 56 hours per calendar year Holiday pay, including Floating Holidays 13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave 480 hours within one year of the birth / adoption / foster care of a child Condolence Leave 30 days for an immediate family member : 5 days for an extended family member Caregiver Leave 10 days Volunteer Leave 4 days Military Spouse Time-Off 80 hours