Specialist, Customer Support Services, Regional Operations

Job description

Johnson & Johnson Health Care Systems Inc. (HCS) is currently recruiting for a Specialist, Customer Support Services (CSS), Regional Operations, located in Piscataway, NJ with considerations made for Monument, CO; Raynham, MA; Warsaw, IN; Palm Beach Gardens, FL; or West Chester, PA.

Johnson & Johnson Health Care Systems Inc. provides account management and customer support services to key health care customers, including hospital systems and group purchasing organizations, leading health plans, pharmacy benefit managers, and government health care institutions. The company also provides contract management, logistics and supply chain functions for the major Johnson & Johnson franchises.

Johnson & Johnson Customer & Logistics Services (CLS) is a global Supply Chain organization that supports operating units across all of the Johnson & Johnson Family of Companies. CLS strives to deliver an exceptional customer experience through leading critical customer facing-functions such as distribution and transportation. In addition, CLS oversees critical business enablers, including how we gather and manage supply chain master data, safe and secure supply chain practices, product identification standards, and market/channel access capabilities. CLS supports all three sectors of Johnson & Johnson: Medical Device & Diagnostics, Pharmaceutical, and Consumer Products. This team is represented in multiple countries, and continues to grow globally in both visibility and responsibility. The CLS team reports to Johnson & Johnson Supply Chain and partners closely with groups throughout the supply chain organization.

Thriving with a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. We are proud to be an equal opportunity employer.

Customer Support Services (CSS) is the centralized customer service function for the US Customer Experience team managing sales order management functions on behalf of Johnson & Johnson franchises supported at JJHCS.

As the Regional Operations Specialist, you serve in our Quality Operations pillar with core responsibilities to lead the development of interactive New Hire training materials and monitor workgroup non- customer facing customer interactions. You will serve as a CSS regional process subject matter expert with specialty knowledge in OneMD processes and policies. Your role works closely with the NA Regional Training team to maintain the existing course curriculum and to lead the development of new course curricula, as required. You will serve in the technical writer capacity for the Medical Device and Pharmaceutical CSS process documentation across the US Region, driving regional process documentation (WI/SOPs) creation and maintenance with alignment to Good Documentation Processes (GDP) across several Document Management Systems (DMS).

Responsibilities:
• Partner with process workgroup SMEs to clearly document processes and utilize GDP standards by deadline.
• Partner with Regional Operations Document Management Lead to create/maintain process documentation to appropriate CSS Job Function Criteria (JFCs) and DMS in support of Periodic Record Review process and Annual Training Record Review (ATR).
• Perform/ report timely Quality Monitoring of JOM, Global Surgery, Global Ortho and Export CoE non-customer facing Coordinators in the US Region.
• Analyze individual and workgroup Quality metrics and develops / present findings with recommendations for improvement to Leadership on a quarterly basis.
• Partner with workgroup Supervisors to lead continuous evaluation into workgroup Quality metric data standards to ensure measurement of the appropriate metric per business function.
• Independently deliver Quality process improvements to workgroup leaders and utilizes strong influencing skillset to gain alignment.
• Develop/lead action plan to implement and measure new quality metrics, if needed.
• Partner with CSS Leadership to develop/streamline data collection of regional set of metrics and KPIs for call / multimedia quality standards.
• Partner with Supervisors to recommend and drive process improvements to streamline work processes across the region in alignment to C2020/ global model.
• Partner with Supervisors to identify coaching opportunities to improve Coordinators individual and workgroup quality scores.
• Seek and utilize Voice of Customer (VOC) data to provide insights on business process improvement opportunities and owns recommendations to leadership.
• Drive/support regional and global CSS projects for the US region using FPX methodology, tools and best practices.
• Conduct lessons learned post-implementation and identify opportunities to continuously improve.
• Provide back-up support to quality transaction analysts in helpline and training requirements.
• Use continuous improvement tools and methodology to evaluate, challenge, quantify and optimize processes.
• Lead Continuous Improvement on CSS New Hire Training materials with a focus to deliver interactive, computer-based training modules.
• Develop training materials and trains Quality Management Team (QMT) to deliver content to the region.

Desired profile

Qualifications :

• Minimum of a Bachelor's Degree required; advanced degree preferred
• Minimum of two (2) years of relevant experience required
• Technical writing experience preferred
• Experience developing training materials / presentations preferred
• Experience developing/writing Work Instructions or SOPs is strongly preferred
• Quality Call Monitoring and Assessment experience is preferred
• Experience applying analytics, interpreting data, and making recommendations to leadership preferred
• Self-motivation and the capacity to work under pressure and tight deadlines
• Ability to manage and coordinate multiple assignments simultaneously in a deadline-driven, fast-paced and changing environment
• Medical device industry experience preferred
• US Regional OTC SAP or JDE platforms experience preferred
• Requires strong proficiency with MS Office, including Word, Excel and PowerPoint
• Experience creating and delivering PowerPoint presentations is required
• Intermediate proficiency with MS Excel VLOOKUPS or pivot tables is helpful
• Strong working knowledge of Six Sigma/LEAN methodology and/or certification preferred
• Experience supporting projects is helpful
• Requires the ability to work in one of our CSS sites (Piscataway, NJ; Monument, CO; Raynham, MA; Warsaw, IN; Palm Beach Gardens, FL; or West Chester, PA) and travel up to 10% domestically