Johnson & Johnson Careers


Tampa, Florida; Bogotá, Colombia; Prague, Czech Republic; Suzhou, China; New Brunswick, New Jersey; Manila, Philippines
Process Excellence

Job Description

Requisition ID: 4092190507

Johnson & Johnson Family of Companies is currently recruiting for a Senior Director – Service Improvement within the Johnson & Johnson Global Services organization. This position can be in one of our North America locations, in Tampa or New Brunswick.


Johnson & Johnson Global Services, the global shared services organization supporting the businesses of Johnson & Johnson, performs select functional work in a consistent manner across regions and sectors using simplified, standardized end-to-end processes and state-of-the-art technology. The vision of Johnson & Johnson Global Services is “to be trusted business partners who deliver increasing value by creating and sustaining globally standard world-class services that enable the power of Johnson & Johnson.” There are more than 2,000 employees in Human Resources, Finance and Procurement who work for Johnson & Johnson Global Services in key service centers located in Manila, Suzhou, Prague, Bogota and Tampa, as well as in local country-based hubs.


Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.


The Senior Director of Service Improvement will manage the strategic and day-to-day functions of a global team of Continuous Improvement, Service Recovery and Service Quality professionals in the Global Services organization.  This role will provide strategic leadership to Global Process Owners (GPO), Global Process Leads (GPL) and other stakeholders to govern process improvement efforts across the organization focusing on customer satisfaction, cost reduction and cycle time reduction. The Sr. Director will establish Global Process Owner forums and Leadership Education initiatives to ensure the adoption and optimization of Continuous Process Improvement, Service Recovery and Service Quality standards throughout the enterprise. He/she will mentor and coach Global Process Owners, Global Process Leads and functional teams on implementing service improvement methodologies, the stage gate process, process selection and evaluation. The SI Sr. Director will work cross functionally with other departments on Enterprise activities to develop strategies to drive initiatives that deliver sustainable and breakthrough improvements to key business processes. It is further expected that the Sr. Director will be able to translate SI concepts and communicate with business partners at all levels of the organization.


•A minimum of 10+ years of Continuous Improvement relevant experience and BA/BS Degree are required.  Masters level degree is preferred.

• 5 years of previous people management experience is required.  

•Nationally recognized and certified Lean and/or Six Sigma Black Belt are preferred. Nationally recognized and certified Master Black Belt is preferred.

•Experience in leading, developing and managing CI programs and teams in a share services organization: preferably HR, Finance, Procurement or Supply Chain required.

•Proven track record of structured problem-solving experience based on data analysis is required. 

•Disciplined, structured and logical approach to problem solving is required.

•Demonstrated ability to manage multiple projects successfully is required.

•Ensures the appropriate methodology design and deployment of Lean events, including Six Sigma DMAIC projects is required. 

•Proven record of delivery against deadlines and the ability to lead process change is required.

•The ability to learn and apply statistical analysis to complex business problems is required along with the ability to create and maintain a high level of energy and sense of urgency about Lean Six Sigma and continuous improvement.

•Experience setting and executing winning strategy is required along with the demonstrated ability to interact effectively and decisively with business leaders at the Functional Vice President, and Company Group Chair levels, as well as all lower levels in the organization.

•Excellent communication skills; able to network, interface and influence at all levels of the organization, cross sector, cross-functionally and globally is required.

• Strong relationship building skills, able to influence internal and external stakeholders with shared and divergent interests, function or matrix environment is required.

• Proven People Leadership Skills to include leading large organizations through transformational change, attracting, mentoring and retaining top talent and creating an environment that fosters excellence, collaboration and teamwork is required.

• This position requires a high degree of independent judgment.  The incumbent is expected to operate based on general guidance from senior business management regarding priorities and imperatives.  

Primary Location
United States-Florida-Tampa-
Other Locations
Latin America-Colombia-Distrito Capital de Bogotá-Bogotá, Europe/Middle East/Africa-Czech Republic-Prague-Prague, Asia Pacific-China-Anhui-Suzhou, North America-United States-New Jersey-New Brunswick, Asia Pacific-Philippines-National Capital-Manila
Johnson & Johnson Services Inc. (6090)
Job Function
Process Excellence
Requisition ID