Director, Customer Care Center

To learn more about opportunities with the Johnson & Johnson Family of Companies, visit us at www.jnj.com/careers Johnson & Johnson is committed to diversity and invites all interested candidates to apply for positions of interest. EOE M/F/D/V

The Director, Customer Care Center will lead the Order Management, International, Clinical Support, and Technical Support teams.  Manage process of handling customer complaints and defective product-related problems.  Lead the Customer Care Center in World-Class help desk support. As a member of the World Wide Service Leadership Team, they will provide input to improve business results as well as customer satisfaction. Coordinate the activities of all customer service manager, supervisors and representatives in handling customer and affiliate orders, questions and issues. Manage ordering system and coordinates with Forecasting Managers on all the forecast orders. Coordinate with Worldwide Service Leadership Team Executives to develop appropriate customer service levels. Work as an integral part of all business teams to ensure customer focus measurements are developed. Develop customer service strategy and works with the Distribution network to achieve improving results. Develop strategic plans to guide the service support teams in the accomplishment of their goals. Coordinate with Field Service, Service Readiness and Spare Parts and Logistics to ensure best in class product serviceability and field service support. Partner with marketing and service readiness to develop marketing plans for all products to include the introduction of products and service support plans. Partner to develop and deliver predictable service modeling to optimize contract pricing and warranty recoveries. Maintain high customer satisfaction for field support within a specified product line, build initiatives to drive improve market share. Develop and executes strategic plans to reduce product reliability issues (MTBF) and all call center metrics.  Develop and executes plans to reduce field service variability (MTTR) between zones/regions to maximize service profitability and increase productivity. Lead the effort to provide advanced level customer support. Develop plans to deliver value added services and proactive support to customers. Supervise: Manager, 3 Supervisors, and administrative levels.

B/S, B/A degree in business, communications, medical field, or related discipline is required. An MBA is preferred. A minimum of 8 years total business experience is required. A minimum of 4 years of call center experience is required.  A minimum of 5 years of Customer Service experience is required. A minimum of 3 years of healthcare experience is preferred.  Experience in the medical device business is preferred.  Prior management experience is required.  Ability to travel approximately up to 25% domestically is required. This position is located in Irvine, California.