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.
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Job Function:
Data Analytics & Computational SciencesJob Sub Function:
Business IntelligenceJob Category:
ProfessionalAll Job Posting Locations:
Bogotá, Distrito Capital, ColombiaJob Description:
We are searching for the best talent for Sr Manager, Global Services Performance, Reporting & Insights.
Purpose:
Johnson & Johnson is recruiting for a Sr Manager, Global Services Performance, Reporting & Insights role within the Data, Digital, and AI organization located in Bogota, Colombia.
This role will be part of the Global Services Strategy Organization in the Data, Digital, AI, and Service Excellence Team. This position plays a critical role in enabling data-driven decision making across the Global Services Organization. Reporting to the Director, Data Strategy & Solutions, this role goes beyond Workforce Management and service performance to drive an integrated performance management, reporting, analytics, and business insights agenda that enables operational excellence, informed decision-making, and continuous service optimization across Global Services.
This role will partner closely with Global Services leadership and cross-functional stakeholders to translate operational and business data into actionable insight, strengthen performance visibility, establish consistent measurement and governance, and identify opportunities to improve customer experience, employee experience, productivity, and business outcomes. The scope includes enterprise performance reporting, strategic insights, operational analytics, forecasting and capacity planning, KPI governance, and performance improvement across customer-facing and back-office operations.
You will be responsible for:
- Partner with GS leaders to align reporting, planning, and performance management with business priorities and enterprise goals.
- Deliver clear, actionable insights that help leaders improve service, productivity, and business outcomes across Global Services and support in regular reviews with GS leaders of performance
- Build scalable reporting frameworks, KPI governance, and consistent performance measures across operations.
- Lead performance management processes, including KPI reviews, SLA tracking, trend analysis, and executive reporting.
- Identify risks, gaps, and improvement opportunities through data-driven analysis and benchmarking.
- Strengthen forecasting, staffing, and workforce planning to align demand, service levels, and budget targets.
- Advance automation, AI enablement, and continuous improvement to increase scale and operational maturity within the Data, Digital, AI and Service Excellence Organization
- Ensure data integrity and appropriate controls across the reporting lifecycle; identify and resolve data quality issues through root cause analysis and coordinated remediation with data/technology partners.
- Champion an enterprise mindset that expands reporting beyond operational performance tracking to broader business insight generation, strategic performance stewardship, and value realization across Global Services
- Help shape and execute the strategy for Workforce Management, Performance Reporting, and Business Insights across Global Business Services.
- Serve as a trusted partner to GS leadership by connecting data, performance, and strategy to enterprise impact.
Qualifications / Requirements:
- Bachelor’s degree required; advanced degree preferred.7+ years of experience in a global services/shared services organization, with demonstrated experience in service performance (metrics, performance reporting, dashboards, and insight generation).
- Proven people leadership and talent capability building (assessing, developing, and hiring), including leading teams in a matrixed, cross-functional, and virtual environment.
- Demonstrated ability to influence outcomes without direct authority; strong stakeholder management, facilitation, and executive communication/presentation skills.
- Strong analytical and technical capability, including advanced Excel and experience working with large datasets across multiple sources to produce reliable reporting and insights.
- Experience using reporting/presentation technologies (e.g., Tableau, Power BI, Qlik) and data transformation tools (e.g., Alteryx); strong understanding of visualization best practices.
- Proven track record driving business results—identifies and capitalizes on opportunities, identifies risks/issues, assesses implications, formulates recommendations, and drives sound decisions that deliver outcomes.
- Proven project management/sponsorship experience (including technology-enabled initiatives) and the ability to establish a culture oriented on customer experience.
- Qualifications (preferred):
- Experience with data transformation/ETL tools (e.g., Alteryx) and automation of reporting pipelines.
- Proficiency writing and interpreting SQL to validate data, investigate issues, and support analysis.
- Familiarity with benchmarking and capacity modeling.Familiarity with resource planning methodologies (forecasting, capacity planning, scheduling) in an enterprise shared services environment.
- Exposure to shared services operational technologies and the related performance metrics (e.g., case/ticket management, workflow tools, CRM).
Required Skills:
Preferred Skills:
Advanced Analytics, Critical Thinking, Data Analysis, Data Privacy Standards, Data Quality, Data Reporting, Data Savvy, Data Science, Data Visualization, Developing Others, Digital Fluency, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Relationship Building, Stakeholder Engagement, Statistical Computing, Strategic Thinking