Sr. Customer Support & Operations Analyst - Johnson and Johnson MedTech, Aesthetics and Reconst[...]

Johnson & Johnson; Irvine (CA); On-site; USD 77,000 - 125,000; Full time

Job summary

An established industry player is looking for a Senior Customer Support Analyst to enhance customer experience within their Aesthetics and Reconstruction team. This dynamic role involves leading a large call center team, driving process improvements, and implementing innovative digital solutions to optimize customer interactions. The ideal candidate will possess strong project management skills and a deep understanding of customer service in a regulated industry. Join a forward-thinking organization that values innovation and collaboration, and make a significant impact on customer satisfaction and operational efficiency.

Qualifications

• 4+ years in Customer Service/Sales Support in medical device or FDA regulated industry.
• Strong computer skills with advanced Excel and knowledge of ERP/CRM systems.

Responsibilities

• Lead a call center team to enhance customer experience and reduce effort.
• Manage projects to improve customer support processes and account management.

Skills

Project Management

Customer Service

Interpersonal Skills

Analytical Skills

Organizational Skills

Education

Bachelor’s degree in business or related field

Advanced degree

Tools

JD Edwards

SAP

Salesforce.com

MS Office

MSSQL

Power Automate

Power Apps

Job 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 https://www.jnj.com.

Job Function: Sales Enablement

Job Sub Function: Sales Operations & Administration

Job Category: Professional

All Job Posting Locations: US331 CA Irvine - 31 Technology Dr

Job Description:

Johnson & Johnson MedTech is currently seeking a Senior Customer Support Analyst to join the Aesthetics and Reconstruction team located in Irvine, CA.

The Senior Customer Support Analyst supporting Aesthetics and Reconstruction is the liaison between Customer Support and the Aesthetics and Reconstruction organization in the strategic design, development, & execution of commercial programs to accelerate growth. This individual is responsible for program execution related to customer experience, account management, and end-to-end business process review to identify and address opportunities for operational, financial, and technological improvements/efficiencies. Responsibilities include providing subject matter expertise in the areas of order and program management and demonstrating detailed understanding of the business to support commercial objectives, strategy, and current programs and pathways.

DUTIES & RESPONSIBILITIES

Customer Support & Customer Experience

1. Partner with cross functional collaborators to define key process and system improvement opportunities applying key performance indicators and “voice of customer” data to progress innovative standards for Customer Support, Account Management, and overall customer experience.
2. Lead transformation of a 50+ person call center team to improve customer experience and reduce customer effort to drive client value, retention, and growth.
3. Create comprehensive reports to continually analyze and measure departmental status against customer expectations and find opportunities for continuous improvement.
4. Provide and conduct training to contact center and sales partners to drive better customer experience through improved account management process.
5. Manage the creation and updates of work instructions, SOPs, and department knowledge base.
6. Champion knowledge of applicable HCC, Legal and SOX requirements through updating policies and liaison with appropriate experts/leaders within J&J.

Digital & Technology

1. Ideation, prioritization, and implementation of AI/ML/digital solutions, including solutions related to customer service systems, EDI, GHX, APIs, CRM, and ERP to improve customer experience in all order-to-cash activities.
2. Provide subject matter expertise and be a point of contact for handling complex issues and requests related to a variety of business systems.
3. Leverage system knowledge and analytical skills to analyze data to develop performance metrics to measure success and identify new opportunities to explore automation.
4. Use data to support decision making and to influence collaborators during project negotiations.

Project Management

1. Apply strong project management and decision-making skills to successfully lead and implement a variety of projects, with a commitment to meeting defined deadlines, budgets, and customer experience & account management goals.
2. Deliver end-to-end project support, including requirement gathering, design, testing, implementation, and post-launch support.
3. Lead projects to collect “voice of customer” and “voice of employee” feedback to guide project prioritization and to identify future improvement opportunities.
4. Ensure required changes are understood and are operational across teams (Customer Support, Sales, IT, etc.). Create mock-ups and prototypes to communicate ideas.
5. Establish a continuous improvement approach and conduct process optimization/reengineering as required.
6. Perform additional duties assigned as required.

Leadership & Team Development

• Leads by example, fostering a culture of accountability, collaboration, and continuous improvement within a 50+ person call center team.
• Craft an environment of continuous improvement through mentorship, coaching, supporting professional growth, and skill development of team members.
• Proactively identify and cultivate future leaders within the team, ensuring a strong talent pipeline.
• Drive cross-functional alignment by effectively communicating vision, priorities, and goals to collaborators at all levels.
• Shape innovation by empowering teams to propose and implement process improvements.
• Navigates change effectively, inspiring and guiding teams through transitions while maintaining focus on business objectives.
• Build and sustain strong relationships with key stakeholders to ensure alignment and success of customer support initiatives.
• Act as a trusted advisor to leadership, providing insights and recommendations on strategy and operational enhancements.

Qualifications - External

EXPERIENCE AND EDUCATION

Required

• Bachelor’s degree in business, analytics, Finance, Sales & Marketing, Contracting or related field of study.
• Minimum of four (4) years of relevant work experience in Customer Service/Sales Support preferably in the medical device industry or an FDA regulated industry.
• Very strong computer skills and knowledge of various programs such as JD Edwards, SAP or equivalent ERP system, Salesforce.com or equivalent CRM solution.
• Advanced experience with MS Office is required. Excel skills at advanced level required including dashboard creation, v-lookup, pivot tables, and power query.
• Exposure to digital tools such as MSSQL, Power Automate, Power Apps.

Preferred

• Advanced degree
• Inside sales experience

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS

• Strong organizational skills and the ability to manage complexity, while prioritizing and completing emergent and urgent business needs.
• Project Management experience and ability to meet deadlines and deliverables.
• Work self-sufficiently with minimal direction in a complex team environment.
• Team leadership and ability to lead cross-functional teams.
• Excellent interpersonal and negotiating skills.
• Ability to present detailed data in a clear and concise manner.

Location & travel requirements

• Location: Irvine, California.
• Travel: Domestic travel is estimated at less than 10%.

The anticipated base pay range for this position is $77,000 to $124,200. For the California Bay Area, the anticipated base pay range for this position is $89,000 to $142,600.

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.