Senior Director - Service Performance & Reporting in New Brunswick, New Jersey | DiversityInc Careers

Senior Director - Service Performance & Reporting

Johnson & Johnson Family of Companies is currently recruiting for a Senior Director - Service Performance & Reporting within the Johnson & Johnson Global Services organization. This position can be located in one of our Global Services Hubs in Tampa, Bogota, Prague, Manila, Suzhou, 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 - Service Performance & Reporting will provide overall leadership and direction to the Service Performance & Reporting teams located in EMEA, ASPAC, LATAM and North America. The Service Performance & Reporting Lead is responsible for curating the teams and specialized skills for service performance management and analytics in service to the Global Services organization leveraging standard tools, methodologies and templates.


The Senior Director - Service Performance & Reporting will manage and maintain Service Performance & Reporting Systems, a business analytics platform in partnership with JJT that will produce standard dashboards and visualizations for service delivery performance reporting and functional operational analytics purposes. Furthermore, the Service Performance & Reporting Lead will lead and collaborate with cross-functional peer groups and JJT to create the foundation for data governance, continuity, accountability to standards, change control and integrations where necessary. This role is also responsible for the visual management strategy ensuring dashboards and analytics tools quickly show the current status utilizing key indicators to expose waste, clearly indicate current status vs. goals, and the ability to drilldown to root cause.


The Senior Director - Service Performance & Reporting will drive the overall strategy for performance reporting and analytics on behalf of the GS tier. This includes setting the direction, guiding the planning process (i.e. vision, business value & approach), securing endorsements and funding as well as execution to achieve the desired outcomes and benefits. In addition, the GS Service Performance & Reporting Lead will be responsible for managing the on-going development, maturity and operational excellence of the Service Performance & Reporting teams to ensure the expected value impacts and outcomes are realized according to plan. 


Additionally, this role will be responsible for managing workforce management efforts, including the overall direction and delivery of Workforce Management strategies, serving as a Workforce Subject Matter Expert and overseeing Workforce Management for Contact Center and across the Global Services Enterprise. This role will manage the development of the forecast, resource planning and scheduling across all sites and maximize efficiency and occupancy using effective strategies while meeting service objectives. The Service Performance & Reporting Lead will also develop and implement the Capacity Management capability and team.

  • Responsible for the GS Service Performance & Reporting organization; oversees the implementation and steady state operations of Service Performance & Reporting teams for J&J Global Services 
  • Leads, plans and executes the long-term operational strategy, methodology, and execution of the service performance & reporting program
  • Establishes and maintains a service-oriented mindset and focus on operational excellence across all Service Performance & Reporting teams; provides vision and direction with a defined long-range plan for service performance reporting and operational analytics
  • Directs the GS organization on the consistent, effective and efficient use of performance reporting for self-service visualizations as well as data analytics that identify service delivery improvement opportunities
  • Leads the ongoing development and maturity of the Service Performance & Reporting organization in partnership with functional analytics teams and JJIT. Drives consistent use and leverage of standard Service Performance Management (SPM) tools. Ensures Service Performance & Reporting analysts deliver value to functions they are aligned to in the form of opportunities to improve efficiency, quality and productivity across their service portfolio’s and teams
  • Builds actionable and measurable plans which increases the effectiveness and efficiency of the Service Performance & Reporting teams
  • Supports the Hyper Care reporting work associated with transitions that move work and services to the Global Services tier
  • Understand, shape and apply best practices for service performance reporting and analytics based on industry trends and external market intelligence to proactively drive incremental and sustainable value to Global Services
  • Collaborate and engage with J&J GS leaders to ensure that service performance programs are aligned with functional and shared services strategic initiatives and plans.
  • Operate as member of the J&J Business Analytics and Data Governance committees, representing the unique challenges and needs of the SPM organization
  • Manage J&J GS leadership, Corporate and peer relationships required to support efficient planning and delivery of service performance reports, visualizations and analytics initiatives and projects
  • Collaborate closely with the Strategy & Transformation Leader and senior J&J GS leaders to address organizational and people challenges across the GS
  • Manage, mature and promote the use of SPM tools and processes across Global Services to ensure best engagement and delivery methods are employed that maximize efficiencies and value across the operating model
  • Benchmark capabilities, processes and tools against peer groups both internal and external. Build and execute plans to continually mature and expand the capabilities of the Service Performance Management platform and the skills of the Service Performance Management & Reporting teams
  • Accountable for the definition, deployment and execution of the Service Performance Management & Reporting road map; promote; develop organizational readiness and expertise across the organization
  • Act as Subject Matter Expert in Service Performance & Reporting for the Global Services organization
  • Partner with the functional service delivery teams to ensure their service performance transparency and analytics needs are properly assessed and resourced accordingly
  • Oversees implementation of scheduling strategies and initiatives to enable the function to achieve its objectives
  • Manages volume and schedule forecasts, providing valuable inputs to the business by proactively engaging stakeholders
  • Drive performance of Workforce Analysts to the highest level, creating a culture of accountability and execution
  • Manage and drive outage communication with Operations, stakeholders and resolving technology team/s
  • Own workforce reporting (daily, weekly, monthly) and analyze historical data
  • Deliver timely and efficient solutions to all workforce related requests.
  • Coach, develop, mentor and evaluate performance of workforce analyst/s
  • Analyze, develop and implement action plans to resolve service level issues
  • Work and collaborate closely with operations, stakeholders to resolve manpower issues.
  • Create a service-oriented mindset for Service Performance Management & Reporting teams and establish a set of values that promote achievement, operational excellence and continuous improvement
  • Embrace and lead a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in Global Services in alignment with the J&J’s Leadership imperatives
  • Develop a strong pipeline of global and diverse leaders. Enable a Credo-based & High-Performance Culture within team.
  • Provide leadership, direction, coaching, feedback, and, where appropriate, discipline to and through subordinate team members.
  • Will maintain and update the service taxonomy for Service Performance Management & Reporting which defines scope of work to be provided
  • Understand, shape and apply best practices for workforce management, including strategizing for workforce optimization and managing workforce scheduling to drive optimal value to Global Services
  • Lead the ongoing development and maturity of the Capacity Management capability in partnership with the VP, Service Excellence & Experience. 

  • A minimum of a Bachelor’s Degree is required
  • A minimum of 12 years of related experience is required
  • Prior people management experience is required
  • Strategic ability – Experience crafting compelling BI visions, assessing current situations and crafting plans to optimize and elevate capabilities, skills and technology
  • Experience in leading, developing and managing service performance and analytics programs and teams in a shared services organization; preferably HR, Finance, and Procurement
  • Experience with workforce and capacity management
  • High level understanding of information and data architecture
  • Experience with data modeling and databases
  • Strong data management and governance experience
  • Experience with service performance metrics and analytics tools
  • Familiarity with benchmarking and capacity modeling
  • Experience working across multiple geographies
  • Ability to influence in an indirect, matrix-based, and virtual environment
  • Strong capability in assessing, developing and hiring talent
  • Experience operating in a matrix global framework is required
  • Ability to establish a culture oriented on customer experience
  • Track record of driving business results – identifies and capitalizes on opportunities, identifies risks/issues, assesses implications, formulates recommendations, and drives sound decisions that deliver results
  • Passionate about building a “Best in Class” shared services organization that drives business success
  • Strong communication and presentation skills
  • Ability to present information effectively to senior leaders
  • Ability to convey technical information and KPI’s to non-technical audiences
  • Ability to effectively communicate requirements and needs to technical audiences
  • Ability to prepare business cases and convey ROI’s for investments
  • High proficiency in MS Office applications and Workforce Management related tools
  • Experience executing Workforce Management on integrated shared services solutions.
  • Solid understanding of Workforce Management methodologies.
  • May require up to 20% domestic and/or international travel

Preferred Qualifications

  • Experienced professional with international exposure in Shared Services roles
  • Reporting and Analytics, BPO / Contact Center and Service Center experience, HR and/or Procurement Service Center preferred

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