Supervisor, CSS, Training & Coaching Operations

Johnson & Johnson Health Care System, Inc., a member of Johnson & Johnson's Family of Companies, is recruiting for a Supervisor, CSS, Training & Coaching Operations! Johnson & Johnson Health Care Systems Inc. (JJHCS) provides contracting, supply chain, business services, and strategic solutions to customers and commercial intermediaries of U.S.-based Johnson & Johnson companies, including hospital systems, health plans, distributors, wholesalers, purchasing organizations, government payer programs, and government healthcare institutions in the U.S. JJHCS also engages with customers to provide streamlined supply chain services for our products that seamlessly integrate with customer operations, address shared evolving market challenges to value-based care, and develop innovative solutions that improve patient care and access. Johnson & Johnson Deliver Group is part of Johnson & Johnson’s global Supply Chain organization supporting operations across all of the Johnson & Johnson Family of Companies. Deliver strives to deliver an exceptional customer experience through leading critical customer-facing-functions such as customer service, distribution and transportation. In addition, Deliver oversees critical business enablers, including how we gather and manage supply chain master data, safe and secure supply chain practices, product identification standards, and market/channel access capabilities. It supports all three sectors of Johnson & Johnson: Medical Devices (including Vision), Pharmaceutical, and Consumer Products. Located in every region of the world where Johnson & Johnson operates, Deliver is a critical component of our supply chain, working collaboratively to ensure that quality, safety and the experience of our customers is our top priority. Are you interested in joining a diverse team delivering outstanding results to our customers? Apply now for this exciting opportunity! Customer Support Services (CSS) is the centralized customer service function for the U.S. Customer Experience team managing sales order management functions on behalf of all Johnson & Johnson franchises. The Supervisor is responsible for supporting and continually working within the parameters established by a risk-based Quality Management System framework. They are responsible for assisting management in the areas of Training, Coaching, Quality Monitoring, and Help Line Support. This role will serve as the CSS subject matter expert for these processes and will ensure readiness to deliver superior customer service in an efficient, quality driven manner while adhering to standard business procedures. Key Responsibilities: Provide leadership of people, time, and activities in accordance with safety, quality, compliance, and budget. Successfully develop team talent and manage virtual teams. Develop, implement, and evaluate metrics for customer service to drive efficiency, productivity, and operational improvements Assist CSS Senior Leaders with the development and implementation of organizational and strategic plans designed to improve the efficiency of department processes, using technology and other platforms to standardize, leverage and/or eliminate manual interactions wherever possible. Partner with CSS and Deliver leaders to execute departmental strategic plans, support the achievement of company objectives, manage new and/or changing business needs to improve results, and lead/manage projects as required. Provide direct supervision, including work direction and guidance, to a virtual team of professional level staff across multiple CSS physical locations to ensure completion of assigned tasks and other duties and to ensure effective and productive work teams. Support the use of analytical resources to initiate/implement process improvements/projects/programs to drive regional operational efficiencies, standardization across the CSS region, and customer service effectiveness that result in quantifiable, measurable improvements. Lead and/or support key departmental/cross-functional/cross-sector projects, as assigned, by developing and utilizing in-depth knowledge of business processes and systems, as well as project management skills. Partner with business leaders and stakeholders to identify necessary skills and competencies of the CSS workforce. Develop associated action plans to upskill agents. Collaborate with Sr Specialists and management to ensure the accuracy and completeness of all CSS Regional ERP platform documentation, including Standard Operating Procedures (SOP’s), Work Instructions (WI’s), and the Operating Company Policies & Procedures Share Point pertaining to Training and Coaching team. Lead and actively participate in CREDO activities, demonstrating leadership behaviors that create high employee engagement. Qualifications Education: Minimum of a Bachelor's or equivalent University Degree required; advanced degree preferred Experience and Skills: Required: Minimum 6 years of relevant work experience Work experience in a Training, Coaching, or Learning & Development position Experience within a regulated (e.g., FDA, GMP), fast-paced business environment Leadership experience in people management Demonstrated ability to drive/build corporate culture using change management principles and tools Experience with using course development software (e.g., Storyline, Captivate) and/or Learning Management Systems (e.g., Summit, Compliance Wire) Demonstrated time management skills with consistent track record to handle multiple competing priorities/deadlines, ability to act with a sense of urgency, and deliver expected/exceeding results Strong interpersonal skills, business partnering, influencing, and negotiating skills to develop and maintain effective business partnerships Demonstrated process, problem-solving, analytical, and organizational skills with a high attention to detail Preferred: Medical Device or Pharmaceutical experience Process Excellence / LEAN methodology experience, training, or certification Other: Requires up to 10% domestic travel At Johnson & Johnson, we’re on a mission to change the trajectory of health for humanity. That starts by creating the world’s healthiest workforce. Through cutting-edge programs and policies, we empower the physical, mental, emotional and financial health of our employees and the ones they love. As such, candidates offered employment must show proof of COVID-19 vaccination or secure an approved accommodation prior to the commencement of employment to support the well-being of our employees, their families and the communities in which we live and work. 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. For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com. Primary Location United States-New Jersey-Piscataway-1 Centennial Ave Organization Johnson & Johnson Health Care Systems Inc. (6077) Job Function Operations Requisition ID 2206023119W