Home > New York jobs > New York customer service

Posted: Friday, February 16, 2018 3:46 PM


Johnson & Johnson Health Care Systems Inc. (HCS) is recruiting a Manager, Customer Service Capabilities, located in Piscataway, NJ.

Johnson & Johnson Health Care Systems Inc. provides account management and customer support services to key health care customers, including hospital systems and group purchasing organizations, leading health plans, pharmacy benefit managers, and government health care institutions. The company also provides contract management, logistics and supply chain functions for the major Johnson & Johnson franchises.

Johnson & Johnson CLS is a global Supply Chain organization that supports operating units across the Johnson & Johnson Family of Companies. CLS strives to deliver an exceptional customer experience through leading critical customer facing-functions such as customer service, distribution and transportation. In addition, CLS oversees critical business enablers, including trade compliance and market/channel access capabilities. CLS supports all three sectors of Johnson & Johnson: Medical Device & Diagnostics, Pharmaceutical, and Consumer Products. This team is represented in multiple countries, and continues to grow globally in both visibility and responsibility. The CLS team reports to Johnson & Johnson Supply Chain and partners closely with groups throughout the supply chain organization.

Thriving with a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.

We are seeking a Customer Service Capabilities Manager to manage the business design and co-own with BUIT the governance of the JJHCS CLS Customer Service Capabilities suite of systems and processes, to ensure continued optimization of business and system processes to be consistent with and to advance the strategic and tactical visions of the CLS organization for MD&D sector. You manage system and/or process changes, lead and support assigned projects and partner with IT, operations and franchise partners to ensure successful outcomes. You will serve as the main point of contact and business lead for implementation of scheduled releases and for on-going optimization and business support.

Key Responsibilities:
• Lead Business Process design efforts for system changes to optimize the vision of the CLS Customer Solution architecture.
• Partner with operations and franchise teams to support on-going change efforts and initiatives to ensure integration to the SOM solution and process design.
• Facilitate cross team and cross component collaboration.
• Participate in the management of the portfolio of change requests for CLS architecture to prioritize for optimal business benefit within available resource capacity.
• Collaborate with IT and map business capabilities and services to system solutions, and plan solutions for future business opportunities; assist in aligning business strategy to system strategy and architecture.
• Identify, design and review optimization and change to solution architecture and processes for future re-use and actively seek opportunities to leverage existing IT solutions for new business offerings and services.
• Support and drive integration of business solution architecture to other major enterprise, sector-level programs (e.g., Back to Basics, ICS/CCI).
• Drive alignment on harmonized processes at both the tactical and management levels across the enterprise.
• Ensure integration of process design so that processes function cohesively on an end-to-end basis.
• Assist with the key deliverables for projects and base business activities.
• Provide business project implementation support for Governance process.
• As a business owner, support quality compliance system validation and change control processes for changes to OTCSAP, webMethods and related ancillary systems, to ensure on-going compliance state and good practices.
• Perform responsibilities per system business owner expectations and work to improve processes for system management.
• Understand the system, as well as the needs of the business, to ensure the system is fit for use and risks are minimized.
• Approve key deliverables (i.e. plans/protocols, reports, change controls) to ensure contents meets both business and regulatory requirements.
• Ensure changes are appropriately managed, tested and approved.
• Review audit reports and support responses to findings.
• You are responsible for satisfying GxP and SOX, plus other internal and external compliance requirements for the system.
• Assist with ensuring adherence to compliance for system access protocols, security audits, segregation of duties and other security related requirements.
• Lead projects of moderate to high complexity.
• Support change management, communications and stakeholder alignment in support of future releases and PMO Governance Process.

• Minimum Bachelor’s degree is required; focused degree in Supply Chain Management, IT, or related discipline a plus
• Minimum eight (8) years of related business experience is required
• Experience leading technology implementations under Process Excellence framework is highly preferred
• Experience constructing and implementing Business and Operational strategies is preferred
• Cross-sector project management experience is helpful
• PMP/FPX training or related certification is a plus
• Lean, Six Sigma, or APICS methodologies knowledge and/or certifications preferred
• SAP experience, with a strong systems knowledge is highly preferred
• Medical Device sector/industry experience is highly preferred
• Experience supporting fulfillment processes or equivalent experience (i.e., Line Management, Consulting, etc.) is preferred
• Experience directly managing professional level resources is preferred
• Expertise in Operations, Logistics, Planning or Order-to-Cash processes is preferred
• Knowledge of CSV, SOX, or GxP compliance requirements is preferred
• Agile Methodology knowledge or experience is helpful
• Ability to work in Piscataway, NJ and travel up to 10% domestically is required

Primary Location
United States-New Jersey-Piscataway
Johnson & Johnson HCS Inc. (6077)
Job Function
Vendor Management
Requisition ID

Click here for more info:

• Location: Piscataway, Staten Island

• Post ID: 153804982 newyork is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018