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 DESCRIPTION:

• 
  Johnson & Johnson Vision is recruiting for a Global Deliver Senior Project Manager, Customer Experience preferably located in Jacksonville, FL – other US and EMEA J&J locations to be considered.
  Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):
  United States - Requisition Number: R-025805
  Ireland & Czech Republic - Requisition Number: R-027757

EDUCATION:

• A minimum of a bachelor’s degree is required; a master’s or advanced degree is preferred.

Required Skills:

• 8+ years of business experience, preferably in the healthcare sector.
• 4+ years of cumulative experience in a Supply Chain or Customer Experience function.
• 3+ years of project management experience.
• 3+ years leading multi-functional teams in a dynamic environment.
• Proven track record of leadership communication and collaboration skills.
• Ability to build consensus and influence teams without direct authority.
• Strong matrix management, strategic thinking, and negotiation abilities.
• Experience with Telephony Platforms such as Genesys PureCloud and CRM tools such as SalesForce, MSD, and eCommerce systems.
• Proficient in Microsoft Outlook, PowerPoint, Excel, Word, and Teams.

PREFERRED SKILLS:

• Experience in customer experience, logistics, and analytics.
• Six Sigma Green Belt or Black Belt certification is preferred.
• FPX and/or PMP certification is preferred.

OTHER REQUIREMENTS:

Willingness to travel up to 10%.

ROLE OVERVIEW:

We are looking for a Global Deliver Senior Project Manager, Customer Experience who will be accountable for shaping the JJV customer experience strategy by leading and delivering key strategic programs to advance overall Customer Experience.
This role will collaborate with Regional Customer Service Operations teams and Enterprise Customer Experience teams to gain alignment and deliver transformational Customer Experience initiatives. Establish and monitor customer experience metrics and key performance indicators.

KEY RESPONSIBILITIES:

Project Management: Drive E2E global initiatives which will continue to mature customer service capabilities that impact and drive the overall customer experience across Vision Care and Surgical Vision.
Team Leadership & Communication: Lead matrix teams, and demonstration of strong leadership and communication skills in various leadership forums.
Partnership Development: Facilitation of cross-regional forum of customer service leaders to ensure project awareness and alignment with overall customer service strategies. Lead a global voice of customer forum of regional leads to ensure consistent processes, insights derived, and action plans created to deliver desired outcomes.
Process Development: Lead a global cross-functional eCommerce team to identify and implement order platform enhancements. Create metrics and reporting to highlight enhancement impact.
Cross-Functional Team Leadership: Interfaces with all necessary organizations (Enterprise Customer Experience, Global Marketing, Regional Distribution and Customer Service Operations, External Suppliers, etc.) to provide design support, alignment, and implementation.
Project Planning: Create and deliver comprehensive project plans with both short-term and long-term strategies, focusing on timelines, resource management, and risk mitigation planning.
Strategic and Tactical Alignment: Navigate effectively between strategic planning and tactical execution to ensure project alignment with corporate goals.
Additional Duties: Perform other related tasks as needed
Proficiency in English is required.