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Customer Management

Senior Analyst - Operations Excellence, Customer Service

  • Titel Senior Analyst - Operations Excellence, Customer Service
  • Functie Customer Management
  • Sub functie Customer Service Operations
  • Categorie Senior Analyst, Customer Service Operations (P6)
  • Locatie Titusville, New Jersey, United States; Bogotá, Distrito Capital de Bogotá, Colombia; Tokyo, Japan; Somerset, New Jersey, United States; Raritan, New Jersey, United States; Paris, Île-de-France, France; Prague, Czech Republic
  • Gepost
  • Referentie 2406198333W
Nu Solliciteren


Johnson & Johnson is seeking a Senior Analyst - Operations Excellence, Customer Service!

This position is primarily located (onsite/hybrid) in Titusville, New Jersey. Alternate locations may be considered at other Innovative Medicine Supply Chain / Customer Service hub sites such as Raritan, New Jersey; Somerset, New Jersey; Paris, France; Bogota, Colombia; Prague, Czech Republic; or Tokyo, Japan.

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. 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. Learn more at https://www.jnj.com/.

Are you interested in joining a team delivering outstanding results to our customers and patients? Apply now for this exciting opportunity!

Reporting into the Innovative Medicine Supply Chain (IMSC) Deliver organization, the Operational Excellence Customer Service Sr. Analyst is responsible for analyzing, improving, and harmonizing customer service processes across all regions. This role will apply their blend of operational experience and expertise, and will strive to challenge the status quo, promote collaborative teamwork, while always keeping customer-centricity at the forefront.

Key Responsibilities:

  • Evaluate processes, customer feedback, metrics, and supply chain data.
  • Identify areas for improvement, implement proven practices, and ensure consistent and high-quality service delivery on a global scale.
  • Evaluate and recommend customer service tools and technologies to improve operational efficiency and drive value for Innovative Medicine customers.
  • Work with the technology product owners to implement and optimize customer service systems.
  • Facilitate the sharing of proven practices and successful initiatives across regional teams.
  • Communicate initiatives to drive change management and adoption as One Team.
  • Drive continuous improvement initiatives to optimize efficiency in alignment with Supply Chain Strategy and in preparation for new product launches, novel therapy’s introduction, and new go to market adoption.



  • Minimum of a Bachelor’s / University or equivalent degree is required; advanced degree or MBA is highly desirable

Experience and Skills:


  • Minimum 4 years of relevant work experience
  • Experience in Customer Service Operations and/or Supply Chain
  • Experience in business process analysis and improvement
  • Excellent interpersonal and communication skills, with a customer-centric focus (internal & external) to develop and manage stakeholders and the ability to work independently and as a part of team
  • Strong analytical and problem-solving skills
  • Proficiency in Microsoft Excel, including VLOOKUPS and pivot tables


  • Familiarity with Johnson & Johnson's IMSC and/or IM Deliver business processes/requirements is helpful
  • Proficiency in data analysis and reporting tools (e.g., Power BI, Power Apps)
  • Knowledge of customer service tools and technologies for order management, case management, and/or customer ordering platforms (e.g., SAP, CRM systems, EDI)
  • Experience participating in or leading continuous improvement projects, with demonstrated ability to manage multiple initiatives simultaneously
  • Experience, training, or certification in Lean / Six Sigma / Process Excellence and methodologies
  • Pharmaceutical or equivalent healthcare industry experience


  • Proficiency in English (written and verbal) is required to communicate effectively and professionally
  • May require up to 15% domestic and international travel, depending on work location and business needs
  • Requires the ability, through our flexible work policy, to work on-site a minimum of three days each week, with the option for two remote workdays each week

Why join Johnson & Johnson

The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.

The anticipated base pay range for this position is $90,000 USD to $144,900 USD.

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.

Employees and/or eligible dependents may be 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.

Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

Employees are eligible for the following time off benefits:

  • Vacation – up to 120 hours per calendar year
  • Sick time - up to 40 hours per calendar year
  • Holiday pay, including Floating Holidays – up to 13 days per calendar year
  • Work, Personal, and Family Time - up to 40 hours per calendar year

Additional information can be found through the link below. For additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits .

This job posting is anticipated to close on July 15, 2024 . The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.

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.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .

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