Sr. Director CLS Global Customer Experience in Piscataway, New Jersey | DiversityInc Careers

Sr. Director CLS Global Customer Experience

Johnson & Johnson is recruiting for Sr. Director Global Customer Experience - CLS, located in the primary location of Piscataway, NJ. Secondary locations include any J&J site located in EMEA, LATAM and North America.


As a member of the CLS Global Customer Experience team this role develops and influences the execution of the CLS Global Customer Service Strategy to equip and enable our Customer Service organization to develop capabilities with the aim of providing best in class customer experience to our customers. Accountable for the delivery of the key components of the Customer Promise of Reliable, Caring, Effortless and Proactive Service to our customers.


The scope of Director CLS Global Customer Experience involves leading primary workstreams including, but not limited to:

  • Process - Standardization & Improvement to include deployment of a standard approach to Customer service processes while enabling improvements via methods such as JJOS to support efficient and effective customer service.
  • Customer Service Training - strategy for advancement in Customer Experience knowledge, soft & hard skills as well as training support for Customer Experience enabling programs such as Johnson & Johnson Customer Connect Portal & Product Availability Communication.
  • Customer Service enabling Technologies – Work with IT and external vendors to ensure that Customer Service is enabled with the best Technology Stack to help support delivery of effective and efficient customer service.
  • Customer Service Metrics – Deliver a standardized and effective method for reporting best in class metrics for our Customer Service Operations with a view to improving customer experience and helping to drive efficiency.
  • Customer Service Innovation – Benchmarking latest developments, tools and technologies available to support Customer Service to deliver leading edge service.

The scope of this role also includes:

  • Collaborating and partnering with commercial partners, CLS Customer Experience pillars, segment supply chain and CLS regional Customer Service operations to improve customer experience, end-to-end reliability and responsiveness.
  • This role will work closely with global and regional functions in areas such as HR, IT, QA & Finance in order to ensure inclusion of key functional partners in development of the Customer Service Strategy and ensure successful regional deployment.
  • Partner with ESP on exploration of leverage opportunities in all areas of Customer Service In addition, the Director CLS Global Customer Experience will lead and partner with other CLS global/regional functions on CLS capabilities improvement initiatives that enhance customer experience and enable best practice sharing across the regions and segments.
  • Develop team to ensure seamless succession of well-trained and experienced leaders prepared to advance organizational capabilities and effectiveness.

A minimum of 10 years overall business experience is required, preferably with a focus in Customer Service Operations, Strategy and management of large programs.
  • A minimum of a Bachelor’s Degree is required.
  • A MBA or Master’s Degree is preferred.
  • Proven success working in a complex, highly matrixed, global organization with rapidly changing priorities and tight timelines is required.
  • Strong understanding of IT systems - ERP, CRM, Customer Service & Telephony is preferred.
  • Strong business acumen and understanding of the end to end supply chain is required.
  • Strong collaboration skills and ability to influence without authority is required.
  • Customer-centric mindset is required.
  • Strong PMO and Process Excellence skill set is required.
  • Demonstrated ability to think strategically and implement approved strategies to drive value is required.
  • Solid problem solving and analytical skills is required.
  • Negotiation and conflict resolution abilities is required.
  • Knowledge of Health Care industry and commercial processes is preferred.
  • This position has a primary location in Piscataway, NJ. Secondary locations can be based in any J&J site in EMEA, LATAM and North America.
  • This position requires up to 30% domestic and international travel.

Primary Location
United States-New Jersey-Piscataway-
Other Locations
Asia Pacific, Europe/Middle East/Africa, Latin America
Johnson & Johnson HCS Inc. (6077)
Job Function
Operations (IT)
Requisition ID