Sr Customer Support Operations Analyst Johnson and Johnson MedTech Aesthetics and Reconstruction

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

Job summary

A leading healthcare company is seeking a Senior Customer Support Analyst in Irvine, CA. This role focuses on enhancing customer experience through effective project management and collaboration across teams. Candidates should have a background in customer service, strong analytical skills, and experience with relevant tools. The position offers a competitive salary and a comprehensive benefits package.

Benefits

Health Insurance

Retirement Plans

Bonuses

Paid Time Off

Qualifications

• At least four years of relevant experience in customer service or sales support.
• Strong computer skills including JD Edwards, SAP, Salesforce.

Responsibilities

• Partner with teams to enhance customer support and account management.
• Lead transformation of a call center team to improve customer experience.
• Identify and implement digital solutions for customer experience.

Skills

Customer Service

Sales Support

Project Management

Data Analysis

Leadership

Education

Bachelor’s degree in business, analytics, finance, sales & marketing, contracting, or a related field

Tools

JD Edwards

SAP

Salesforce

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 seeking a Senior Customer Support Analyst to join the Aesthetics and Reconstruction team in Irvine, CA.

We value diversity, equity & inclusion (DEI) as part of our culture, rooted in Our Credo, to create a healthier, more equitable world. Our diverse workforce and culture of belonging foster innovation to address healthcare challenges.

The success of our business depends on understanding and meeting the diverse needs of the communities we serve. We promote a culture of inclusion and belonging where all perspectives, abilities, and experiences are valued, enabling our people to reach their potential.

At Johnson & Johnson, we all belong.

Our healthcare innovation empowers us to prevent, treat, and cure complex diseases, develop smarter and less invasive treatments, and create personalized solutions. Through our expertise in Innovative Medicine and MedTech, we aim to deliver breakthroughs that profoundly impact health for humanity. Learn more at https://www.jnj.com.

Key Responsibilities:

1. Customer Support & Customer Experience:
   • Partner with cross-functional teams to identify process and system improvements, using KPIs and customer feedback to enhance standards for customer support and account management.
   • Lead transformation of a call center team of over 50 to improve customer experience, reduce effort, and foster client retention and growth.
   • Create reports to analyze departmental performance and identify continuous improvement opportunities.
   • Train contact center and sales teams to enhance account management and customer experience.
   • Maintain and update SOPs, work instructions, and knowledge bases.
   • Ensure compliance with HCC, Legal, and SOX requirements, updating policies accordingly.
2. Digital & Technology:
   • Identify, prioritize, and implement AI/ML and digital solutions to improve order-to-cash activities and customer experience.
   • Serve as a subject matter expert for business systems, handling complex issues and requests.
   • Analyze data to develop performance metrics and explore automation opportunities.
   • Use data insights to support decision-making and project negotiations.
3. Project Management:
   • Lead and support projects from requirements gathering to post-launch, ensuring deadlines, budgets, and goals are met.
   • Collect customer and employee feedback to guide project prioritization and improvements.
   • Ensure operational readiness across teams, creating prototypes and mock-ups as needed.
   • Implement continuous process improvements and reengineering.
4. Leadership & Team Development:
   • Foster a culture of accountability, collaboration, and continuous improvement within the call center team.
   • Mentor and coach team members, supporting their professional growth.
   • Identify and develop future leaders within the team.
   • Communicate vision and priorities effectively to stakeholders.
   • Encourage innovation and process improvements from team members.
   • Navigate change effectively, maintaining focus on objectives.
   • Build strong stakeholder relationships and act as a trusted advisor to leadership.

Qualifications:

Experience and Education:

• Bachelor’s degree in business, analytics, finance, sales & marketing, contracting, or a related field.
• At least four (4) years of relevant experience in customer service or sales support, preferably in the medical device or FDA-regulated industry.
• Strong computer skills, including JD Edwards, SAP, Salesforce, and advanced MS Office (Excel, dashboards, pivot tables, VLOOKUP, Power Query).
• Exposure to digital tools such as MSSQL, Power Automate, Power Apps.

Preferred:

• Advanced degree.
• Inside sales experience.

Additional Details:

Location: Irvine, California

Travel: Less than 10% domestically

Salary Range: $77,000 - $124,200 (U.S.) / $89,000 - $142,600 (California Bay Area)

Benefits include health insurance, retirement plans, bonuses, paid time off, and more. For details, visit https://www.careers.jnj.com/employee-benefits.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran status, or disability.