Sr. Customer Experience Specialist - MedTech

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:

External Customer/Product Training

Job Category:

Professional

All Job Posting Locations:

Santa Clara, California, United States of America

Job Description:

MedTech Robotics 

Fueled by innovation at the intersection of biology and technology, we are working to ensure our patients and customers have the lifesaving, next generation, less invasive, more personalized treatments. Are you passionate about improving and growing the possibilities of surgery? Ready to join a team that’s reimagining how we heal? Our Robotic team will give you the chance to deliver surgical technologies and solutions including robotic instruments and accessories to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting. 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 to join our MedTech Robotic Instruments & Accessories team as a Johnson & Johnson Institute Sr. Customer Experience Specialist - MedTech, located in our J&J Institute Santa Clara, CA location. This role requires a fully onsite work schedule (5 days in the office.)

Purpose:

As the Sr. Customer Experience Specialist for the Johnson & Johnson Institute Santa Clara, you will serve as the face of the facility and the operational heartbeat behind more than 300+ high‑impact events annually. You’ll partner closely with support services, internal business partners, healthcare professionals, and cross‑functional teams to ensure each guest experiences service excellence from the moment they arrive. You will influence culture, lead best‑practice sharing across Johnson & Johnson Institute sites, and set the standard for high-performance hospitality. The ideal candidate is someone who thrives in a fast‑paced environment and elevates every interaction. Is the kind of person who effortlessly juggles multiple priorities, stays calm under pressure, and brings a polished, proactive, hospitality‑driven mindset to every guest experience. If you are energized by creating unforgettable customer journeys, driving operational excellence, and being the central point of coordination for a world‑class education facility — this is your opportunity.

Role and Responsibilities:

• Serve as the primary point of contact for meeting planners and hosts — guiding them from pre‑planning through flawless onsite delivery.
• Orchestrate and direct onsite support teams, ensuring an exceptional customer journey for guests, HCPs, Sales Consultants, and internal partners.
• Execute all front‑desk operations with a service‑first mindset: guest check‑ins, arrivals, hospitality flow, and site communication.
• Anticipate challenges, troubleshoot in real time, and maintain a calm, solution‑oriented presence.
• Lead best‑practice sharing with other Johnson & Johnson Institute US sites to ensure a consistent level of excellence across the network.
• Conduct daily site and room checks for readiness, hospitality preparation, and operational needs.
• Manage the Santa Clara Johnson & Johnson Institute SharePoint site, enhancing usability and ensuring content is accurate, branded, and up‑to‑date.
• Drive innovation in catering, customer touchpoints, signage, communication, and surveys to elevate the guest experience.
• Support event planning for non‑traditional events requiring creative solutions and custom logistics.
• Serve as a site Tour Lead for executives, visitors, and new hires — representing JJI with professionalism and confidence.
• Follow all company safety policies and other safety precautions within work area.  Promote safety to all associates that enter work area.  Follow Health Care Compliance guidelines as well as follow operating room training and safety standards (Bloodborne pathogens training, etc.).
• You will be a central leader in shaping the customer experience at a flagship education and innovation site.
• You’ll make a difference daily — enabling training that impacts patients, surgeons, and the future of MedTech.
• You’ll join a collaborative, mission‑driven culture at Johnson & Johnson, where service excellence and continuous improvement are part of who we are.

Qualifications and Requirements:

• A minimum of a High School diploma is required; A Bachelors degree is strongly preferred.
• At least two years of experience working in a business environment is required, preferably with customer service and/or event management experience.
• Event planning and execution experience is strongly preferred.
• Experience with software programs (MS Office Suite) used in developing logistical documents (grids, playbooks, SharePoint materials) that support event execution and team alignment is required.
• Expertise in Microsoft Office (Outlook, Excel, PowerPoint, Word) and familiarity with SharePoint, scheduling tools, and Adobe Acrobat is required.
• Flexibility to work early mornings, evenings, or weekends as needed is required.
• Experience in customer service, events, hospitality, education centers, or related fields is strongly preferred.
• Demonstrated success building and leading strong, collaborative relationships cross-functionally with support teams to ensure seamless event execution is required.
• Experience maintaining supply inventories, managing budget spreadsheets, and coordinating branded materials is strongly preferred.
• Passion for delivering world‑class customer experiences with high hospitality standards.
• A high‑ambition, high‑ownership mindset — you love taking initiative and raising the bar.
• Ability to gracefully manage multiple priorities without frustration.
• Exceptional communication skills and confidence to work with diverse audiences is required.
• Sharp attention to detail, strong organization skills, and a proactive, team‑centered approach.
• Travel will be minimal but may be required to interact with other J&J Institutes and benchmark best practices which could entail traveling to those locations.
• Will work in office, laboratory and surgical facilities

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, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

#LI-Onsite

Required Skills:

Preferred Skills:

Analytical Reasoning, Business Behavior, Communication, Confidence Building, Customer Satisfaction, Customer-Support, Customer Support Operations, Customer Support Platforms, Customer Support Trends, Customer Training, Presentation Design, Problem Solving, Product Knowledge, Reporting and Analysis, Requirements Analysis, Situational Awareness, Training Delivery Methods

The anticipated base pay range for this position is :

$91,000.00 - $147,200.00

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)).
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