Customer Service Enablement Sr Lead

At Johnson & Johnson, the largest healthcare company in the world, we come together for one purpose: to transform the history of health in humanity.

Diversity & Inclusion are essential to continue building our history of pioneering and innovation, which has been impacting the health of more than 1 billion patients and consumers every day for more than 130 years. Regardless of your race, belief, sexual orientation, religion, or any other trait, YOU are welcome in all open positions at the largest healthcare company in the world.

When You Join Johnson & Johnson, Your Move Could Mean Our Next Breakthrough.

At Johnson & Johnson Medical Devices Companies, we are using our breadth, scale, and experience to reimagine the way healthcare is delivered and to help people live longer, healthier lives.

In a radically changing environment, we are making connections across science and technology to combine our own expertise in surgery, orthopedics, and interventional solutions with the big ideas of others to design and deliver doctor and patient-centric products and solutions.

We are in this for life.

We are changing the trajectory of human health, YOU CAN TOO.

We are searching for the best talent for **Customer Service Enablement Sr. Lead **to be in Bogotá, Colombia.

**Purpose**:

- The Customer Service Enablement Sr Lead is responsible for managing Customer Service enablement team and report directly to the Customer Service Manager.
- Individual will work closely with CS Managers to identify improvement initiatives driven by SLAs, process efficiencies, or other organizational requirements.
- Connect global initiatives and technology enhancements with operation and grant trainning and adherence.
- Lead process improvement initiatives across Customer Service, project implementation of system enhancements.

**You will be responsible for**:

- Work with process owners and Customer Service Leads to support project identification, prioritization, and selection process related to Enablement team activities.
- Implement continuous improvement opportunities to enhance provision of LATAM services by reviewing and revising operational processes, policies, and standard operating procedures and work instructions and introduce key improvement plans for execution.
- Training Execution and Quality Monitoring operational excellence initiatives across Customer Service organization to optimize effectiveness and efficiencies.
- Responsible for Business Intelligence and JJCC areas.
- Oriented to be team player, not only among CS operations but also capable of developing strong relations with other Deliver areas (Customer Solutions, Segment, IT) to add value and contribute to the achievement of organizational objectives.
- As part of a regional team, flexibility and self-drive; proactively take decisions and find new and improved ways of doing things.
- Defines the process mission, vision, tactics, goals, objectives, KPIs, and the measures that are aligned with the organization strategies.
- Ensures appropriate process designs, including the correct business requirements.
- Influence key stakeholders to support organizational change.

**Qualifications**:
**Qualifications and requirements**:

- University/Bachelor’s Degree or Equivalent, post graduate is a plus.
- Minimum 5 years of relevant experience
- Bilingual: Spanish & English (Portuguese preferred)
- **Preferred Skills**:

- Technical skills: MS Office, SAP, CIC, Power BI, Python (desirable)
- Lean Six Sigma is a plus.
- Process improvement certifications is a plus.
- Professional skills: Ability to make quick decisions; Perform efficiently and effectively; deal with multi-source of information; demonstrate proficiency in written and oral communications.