Manager, Customer Excellence Capability & Optimization

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:
Schaffhausen, Switzerland

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...