Global Service Contact Center

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science bringing innovative ideas, products, and services to advance the health and well-being of people.

With $82.1 billion in 2020 sales, Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.

If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen. Thriving on a diverse company culture, celebrating the uniqueness of our employees, and committed to inclusion. Proud to be an equal opportunity employer. Johnson & Johnson is the world's most comprehensive and broadly-based healthcare Company, touching the lives of nearly a billion people every day. Our Family of Companies throughout the world compete in consumer, pharmaceutical, and medical devices & diagnostics markets and have the skills and resources to tackle the world's most pressing health issues.

NCHC is recruiting for a GS (Global Services) Contact Center & Service Ops, Director with their Global Services organization.

Global Services is the global shared services organization supporting multifunctional services delivery. They perform select functional work in a consistent manner across regions using simplified, standardized end-to-end processes and state-of-the-art technology. They are trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services.

This role will report through the Global Services Operations & Enablement Lead in the Finance organization. The role will be responsible for managing the operational delivery of services through internal and/or external providers including but not limited to Contact Center and Case Management. This role creates/manages infrastructure and processes to drive target service levels, scalability, continuous improvement, quality, and customer/experience mindset. In addition, the role provides business leadership and strategic input in end-to-end service design, service excellence/experience, and technology roadmap for all services in.

**Key Responsibilities**:

- Deliver operational aspects of cross-functional capabilities, and partner cross-functionally with HR, Procurement, and Finance to enable reliable processes with the highest level of quality that meets or exceed customer needs
- Lead end state and TSA exit design and deployment of NCHC target state in business process, organization, and systems for contact center and case management
- Provide strategic operations input to cross-functional systems strategy and case management functionality for NCHC GS; this includes quality and optimization of the systems currently in use in NCHC or potential systems development for optimization of work in NCHC
- Define and drive adherence to Key Performance Indicators and operational service delivery metrics.
- Responsible for oversight and management of TSA delivery and exit strategy for contact center and case management.
- Work closely with all departments to understand and identify ways to deliver tangible improvements in end-to-end experience for GS customers.
- Responsible for business continuity planning for services in scope
- Partner across functions and service delivery to define and deploy a roadmap for services in-scope
- As part of a Continuous Improvement Program, develop a framework to understand key customer service trends and insights with a view to enabling continuous improvement opportunities in Service experience, effectiveness, and cost for GS.
- Working with the GS Data and Analytics team, define, establish and maintain governance of E2E Process requirements and create KPIs in the areas of service design/experience for to-be state
- Attract, integrate, and retain a highly competent, motivated, and diverse team

**Qualifications** Position Requirements**:

- A minimum of a bachelor's degree in Business Administration, Economics, Finance, Human Resources, Engineering, IT, Supply Chain, or related degree.
- 10 years of experience in service management, service delivery, or service operations leadership role
- Demonstrated ability to build, scale and manage service operational delivery
- Demonstrated ability to drive a continuous improvement and change management capability within an organization and across cross-functional partners to optimize effectiveness and efficiency
- Demonstrated ability to work across functional and geographic boundaries
- Experience managing outsourced providers
- Minimum 5 years of people management experience including a proven track record of developing high-performing teams in a matr