LatAm Customer Service Sr Manager

Johnson & Johnson•Bogota, NJ

36d•Hybrid

About The Position

At Johnson & Johnson,â we believe health is everything. Our strength in healthcare innovation empowers us to build aâ world where complex diseases are prevented, treated, and cured,â where treatments are smarter and less invasive, andâ solutions are personal.â 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.â Learn more at https://www.jnj.com Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life, while championing patients every step of the way Learn more at https://www.jnj.com/innovative-medicine Summary The DELIVER organization at Johnson & Johnson Innovative Medicine is committed to delivering outstanding customer experience by leading critical functions such as warehouse, distribution, transportation and customer service, across a diverse and expansive network The Latin America Customer Service Leader is accountable for the regional J&J Innovative Medicine Customer Service Center located in Bogota, driving operational excellence and strategic transformation. This role focuses on: Customer Experience Enhancement & Collaboration Improving process execution to deliver superior service Ensuring customer-centric solutions that foster satisfaction and loyalty Innovation & Transformation Implementing automation, digitalization, and advanced customer solution systems Leveraging technology to streamline processes and enhance efficiency The regional Customer Service Leader serves as the strategic link between the DELIVER organization and the commercial teams, supporting more than $2B in sales with strong growth

Requirements

Demonstrated impact in increasingly complex roles, including roles requiring orchestration and influence; E2E mindset and collaborative, influence-based leadership approach
Demonstrate skills in strategic thinking and strategy implementation in a highly matrixed complex and global environment
Excellent interpersonal and negotiation skills, with the track record of influence and collaboration to reach a desired result
Ability to promote a vision and drive change to transform organizations, via strong engagement/communication
Experience in go-to-market transformation working in collaboration with the E2E supply chain
Collaborates via strong partnerships internally and externally with a customer focus
Strong communication skills with demonstrated ability to synthesize large quantities of information and create clear & concise messaging for leadership
Results focus on a proven track record of successfully developing and delivering on key strategic initiatives
Proactively surface and resolve key issues with a great sense of urgency, demonstrates continuous improvement including footprint, resource management, leveraged value, technology
Successful track record in people management skills, building high performing teams and championing a talent development strategy
Detail and solution orientation with ability to work within broad guidelines while challenging status quo
Strong analytical, problem-solving and critical thinking skills
Bachelor's or equivalent degree in a relevant field (i.e.: Business Administration, Supply Chain, Logistics, Pharmacy)
Minimum of 8 years of business experience in supply chain management
Requires proficiency in English to communicate effectively and professionally
Requires the ability, through our flexible work policy, to work on-site a minimum of three days each week, with the option of two remote workdays
May require up to 15% of international travel

Nice To Haves

Lean, Six Sigma and other continuous improvement certifications are desirable
Project Management skills, FPX/PMP certification is desirable

Responsibilities

Lead the Innovative Medicine Customer Service Center (Operations & Transformation Hub), driving efficiencies and advancing opportunities to improve organizational maturity
Member of the LatAm IM Deliver Leadership team, partnering with the warehouse and transportation teams to ensure seamless customer experience
Partner with the E2E Integrator team on execution and allocation of resources to ensure flawless new product launches, deployment of strategic programs and build new capabilities
Act as a critical advocate for process improvement and interact with stakeholders at multiple levels and dynamically lead operations team to define and deliver solutions
Advance the innovation and transformation agenda related to automation, digitalization and customer solution systems
Oversee the creation and implementation of efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction
Interact and work close with the Global Deliver teams (Operation Excellence and Emerging Capabilities), but also Enterprise Excellence team
Drive a culture of Quality & Compliance, including SOX controls
Drive a CREDO based culture across the organization

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