Director, CX&S Global Process Owner (US)

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

Job Function:
Supply Chain Deliver

Job Sub Function:
Deliver Excellence

Job Category:
Professional

All Job Posting Locations:
Jacksonville, Florida, United States of America, Miramar, Florida, United States of America, Raritan, New Jersey, United States of America

Job Description:

Johnson & Johnson is currently recruiting for a Director, CX&S Global Process Owner to be based in Raritan, NJ, Jacksonville, FL, Mirimar, FL, Markham, CA, Sao Paulo, BR, or Zug, CH.

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):

 

Switzerland - Requisition Number:  R-010846

Canada- Requisition Number: R-011032

Job Overview:

The person will be responsible for operational excellence and an outstanding customer experience by establishing and implementing the strategy for key business imperatives, driving connectivity across the business and enabling innovation, and strong operational performance.

The GPO will lead the global development, implementation, and continuous improvement of consistent processes and standards for customer service.

This role will ensure efficiency and high-quality customer interactions across all regions.

Key Responsibilities:

Strategic Project Management:



* Provide strategic oversight and program leadership for key global initiatives to innovate and improve operations, while maintaining quality services.


* Lead teams of regional partners and collaborate to define clear global scope, priorities, timelines, and requirements as well as alignment on regional/local customization needs for customer experience and service.


* Own global communications and business partner engagement.


* Lead global design requirements to support and enable the CX&S strategy.


* Identify and partner to address project dependencies to ensure success of the collective portfolio of work.

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 visi...