Description
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 jnj.com.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
Job Function:
Customer ManagementJob Sub Function:
Customer Service OperationsJob Category:
People LeaderAll Job Posting Locations:
Bogotá, Distrito Capital, ColombiaJob Description:
About MedTech
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech
We are searching for the best talent for Sr Supervisor Customer Service- Bogota, Colombia
Purpose: Design and implement the regional technology capabilities and solutions roadmap for Customer Solutions operations, driving improvements in processes, standards, productivity, and response times for both internal and external customers.
Evaluate global projects and their applicability to LATAM. Develop business cases (including ROI assessments), lead approval sessions with senior leadership, and ensure successful execution of implementation plans.
You will be responsible for:
Develop and implement MedTech strategies for the LATAM region related to order automation and connectivity solutions.
Identify, implement, and manage a portfolio of tools that enable customer connectivity with our ERP systems.
Manage external providers of API, EDI, RPA, and other technology solutions.
Serve as the Business Product Owner (BPO) for Customer Solutions platforms such as SFDC, Genesys, and JJCC (Johnson & Johnson Customer Center for Order Management). Manage required enhancements and issue resolution with IT squads.
Lead project management initiatives at local and regional levels, ensuring alignment with business guidelines and objectives.
Maintain knowledge of and manage e-commerce systems and processes, continuously driving improvements in standards and proactive communication.
Work closely with business segments and operations teams to address opportunities identified through customer surveys and business needs.
Drive the implementation of Customer Experience (CX) System Solutions across all selected country groups and business priorities.
Lead new customer integrations and process enhancements across all connectivity tools.
Qualifications / Requirements:
Employment Type: Full-time
Work Arrangement: Hybrid
Level: Professional
Minimum of 6 years of experience in IT Customer Service.
Required knowledge of SAP and Salesforce.
Experience managing and leading a team (people management responsibility)
Experience leading at least one large-scale, cross-functional project that includes a significant technology component.
Fluent in Spanish and English; Portuguese is preferred.
Other Features of the Role
Drive service excellence and operational efficiency through Customer Solutions transformation initiatives.
Job Requirements
Essential Knowledge and Skills
Experience working in a global/regional function within a matrix organization.
Strong project management experience, including the implementation of complex technology systems for large organizations.
Extensive experience in operational delivery functions (e.g., distribution & transportation, customer service).
Experience in process design and standards development.
Advanced user of Microsoft 365 tools.
Core Competencies Required
Ability to promote a vision and drive organizational transformation through strong engagement and communication.
Ability to collaborate and build strong internal and external partnerships with a customer-centric mindset.
Required Skills:
Preferred Skills:
Consulting, Customer Analytics, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP)