J&J Family of Companies
Global Vision Deliver Sr Project Mgr, Cx
J&J Family of Companies, Jacksonville, Florida, United States, 32201
Global Deliver Senior Project Manager, Customer Experience
Johnson & Johnson Vision is recruiting for a Global Deliver Senior Project Manager, Customer Experience preferably located in Jacksonville, FL
other US J&J locations to be considered. Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding on the possibilities of vision treatments? Ready to join a team that's reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs
from the pediatric to aging eye
in a patient's lifetime. Your unique talents will help patients on their journey to wellness. 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. 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%. Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, please contact us via or contact AskGS to be directed to your accommodation resource. The anticipated base pay range for this position is:
$120,000-$207,000.00. Additional Description for Pay Transparency: Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company's long-term incentive program. Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: Vacation 120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington 56 hours per calendar year Holiday pay, including Floating Holidays 13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave
480 hours within one year of the birth/adoption/foster care of a child Condolence Leave
30 days for an immediate family member: 5 days for an extended family member Caregiver Leave
10 days Volunteer Leave
4 days Military Spouse Time-Off
80 hours Additional information can be found through the link below.
Johnson & Johnson Vision is recruiting for a Global Deliver Senior Project Manager, Customer Experience preferably located in Jacksonville, FL
other US J&J locations to be considered. Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding on the possibilities of vision treatments? Ready to join a team that's reimagining how vision is improved? Our Vision team solves the toughest health challenges. Help combine cutting-edge insights, science, technology, and people to encourage eye care professionals and patients to proactively protect, correct and enhance healthy sight for life. Our products and services address these needs
from the pediatric to aging eye
in a patient's lifetime. Your unique talents will help patients on their journey to wellness. 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. 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%. Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, please contact us via or contact AskGS to be directed to your accommodation resource. The anticipated base pay range for this position is:
$120,000-$207,000.00. Additional Description for Pay Transparency: Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company's long-term incentive program. Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: Vacation 120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington 56 hours per calendar year Holiday pay, including Floating Holidays 13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave
480 hours within one year of the birth/adoption/foster care of a child Condolence Leave
30 days for an immediate family member: 5 days for an extended family member Caregiver Leave
10 days Volunteer Leave
4 days Military Spouse Time-Off
80 hours Additional information can be found through the link below.