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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):

United States - Requisition Number: R-010404

Canada- Requisition Number: R-011032

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

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 vision.

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

• Benchmark industry standards to identify and incorporate useful external practices.

• Ensure consistency and quality across the operations through the implementation of clear process guidelines, tools, and training.

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:

• Partner with senior leadership, operations, IT, ERP owners, and other functional teams to ensure customer service processes are integrated with broader organizational goals and ecosystem.

• Work with regional and local teams to understand challenges and gather insights for process enhancements.

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

Training & Support:

• Develop and deliver training programs to ensure awareness of and adherence to global standards.

• Provide ongoing support to customer service teams and lead a Customer Service Community of Practice to drive the consistent execution of successful practices.

Compliance & Risk Management:

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

• Ensure effective risk mitigation strategies are in place.

Metrics & Reporting:

• Define key performance metrics and establish a framework for tracking, reporting and driving performance.

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

Qualifications:

• Education: Bachelor’s degree in Business Administration, Operations Management, or related field. Advanced degree or certifications in Operations Management or Process Improvement is a plus.

• Experience:

• 10+ years of professional experience.

• 5+ years of experience in customer service, customer service technology or customer experience roles.

• 5+ years of experience leading large complex projects.

• 3+ years in a leadership or global process owner role.

• Consistent track record of designing and implementing processes, standards, and/or other initiatives.

• Experience in working with cross-functional teams in a global, multi-regional environment.

• Strong process management and improvement skills.

• Excellent communication, interpersonal, and leadership skills.

• Ability to lead change and influence key partners at all levels of the organization.

• Strong analytical skills with a data-driven approach to decision-making.

• Fluent in English; additional languages are a plus.

• Six Sigma, Lean, or similar methodologies preferred.

• FPX or other project methodology certification preferred.

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.

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 (ra-employeehealthsup@its.jnj.com) or contact AskGS.