Customer Experience Manager

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 Management

Job Sub Function:

Technical Customer Service

Job Category:

People Leader

All Job Posting Locations:

Irvine, California, United States of America

Job Description:

Johnson & Johnson is currently recruiting for a Customer Experience Manager​ to be based at Irvine, CA.

ABOUT ELECTROPHYSIOLOGY

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

As Johnson & Johnson MedTech Electrophysiology, we have one goal – to ensure those with atrial fibrillation can live the lives they want. For more than 30 years, we’ve been the global market leader in the science and technology of cardiac arrythmia treatment. Our suite of tools means electrophysiologists are empowered to personalize their approaches for patients with effective and reproducible workflows. Together, we’re changing what it means to be diagnosed with atrial fibrillation or other cardiac arrhythmias. 

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

SECTION 1: JOB SUMMARY*

The Customer Experience Manager is responsible for leading and running the MEDTECH Electrophysiology Technical and Clinical Support Call Center and ensuring business goals are appropriately set and achieved. The Call Center is primarily responsible for fielding customer service calls and providing technical expertise in the diagnosis and resolution of those calls; and providing appropriate metrics to help drive higher customer engagement and influence business decisions and processes based on information received via the Call Center.

This role will oversee Call Center support and complaint intake for US (primary), Canada (primary), and EMEA (secondary). Customer Experience Manager will review, create content, and present on behalf of Technical Service globally at bi-annual QSMR for BWI serviceable hardware.

SECTION 2: DUTIES & RESPONSIBILITIES*

• Establish measure and meet key performance metrics and Service Level Agreements (SLAs) per customer contracts and develop and execute operational processes to optimize customer satisfaction.
• Lead both internal critical issue process and work with external customer communication, collect problem descriptions, log files, configuration data, analyze trends, and implement improvements in troubleshooting actions.
• Implement process improvement changes to understand issue trends in the field, assimilate best practices and adjust troubleshooting to improve remote resolution rates
• Demonstrate knowledge of internal and external business applications, market conditions, competitive positioning and overall industry knowledge and handle customer portfolio to exceed profitability expectations.
• Lead key Customer experience improvement projects.
• Implement process improvement and systems changes; ensure required changes are understood and operational across the team.
• Monitor the operation system services of Client Database, system networks relevant to Call Center and Customer Service Center and able to provide first level technical troubleshooting, minimizing the customer issues.
• Liaise with internal and external contacts to ensure that services are provided to agreed time-scales and standards, conduct analyses of current processes and Recommend process improvements.
• Direct implementation activities within Call Center including potential outsourcing of customer service functions, as well as work with the Quality and Training Teams to ensure that customer improvement activities and goals are achieved.
• Understand the BWI line of products and solutions and understand technical issues raised by customer, facilitated in configure, trouble shoot and resolve complex issues
• Group Champion: Facilitates routine huddles with the team focused on improving the employee experience and the customer experience
• Responsible for communicating business related issues or opportunities to next management level
• Perform field ride along with local field service and commercial teams to support business needs
• Manages the Clinical Service and Customer Service Representatives and is accountable for conducting effective performance management and compliant with all Federal, State, local and Company regulations, policies, and procedures
• Responsible for managing operational aspects of Call Center team (e.g., workflow, performance, and compliance), as well as ensuring achievement of team goals within established timelines and budgets.
• Develops tactical and operational plans to achieve technical customer service goals, and communicates plans to managers, supervisors, and individual contributors.
• Identifies trends and patterns for bi-annual QSMR based on Technical Service metrics captured
• Allocates team resources independently to maximize resource utilization and team processes.
• Integrates Johnson & Johnson’s Credo and Leadership Imperatives into team goals and decision making.
• Performs other duties assigned as needed

SECTION 3: EXPERIENCE AND EDUCATION

• A minimum of a bachelor’s degree is required (preferably STEM field).
• An Advanced Degree (MS, MA, MBA or PhD) is preferred.
• A minimum of 5 years of business experience is required.
• A minimum of 3 years in a customer service environment is required.
• Experience in a technical call center environment is highly preferred.
• Experience leading projects to include developing project plans, assigning tasks, developing recommendations and gaining partner consensus is required.
• Experience in project management and/or participating in process improvement projects is preferred.
• Call Center systems knowledge experience is highly preferred.
• Proven Leadership Experience

 

SECTION 4: REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS*

• Strong presentation skills and the ability to present to customers and all levels of management is required.
• Strong oral and written communication skills, the ability to network and be a great partner across many different functions within a complex global organization is required.
• A basic understanding of Voice or Data technology is required; in depth knowledge of one of these technologies is preferred.

** Up to 25% domestic travel

If you are under 18 years of age, you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check.

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. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & 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, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Compliance Management, Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer Support, Customer Support Operations, Customer Support Trends, Developing Others, Emerging Technologies, Fact-Based Decision Making, Inclusive Leadership, Leadership, Process Improvements, Resource Allocation, Service Request Management, Team Management, Technologically Savvy

The anticipated base pay range for this position is :

$102,000.00 - $177,100.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• Holiday pay, including Floating Holidays –13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period10 days
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits