Assisted Services Platform Owner

vor 2 Wochen

Zug, Schweiz Johnson & Johnson Vollzeit

Johnson & Johnson is currently seeking a **ASSISTED SERVICE PLATFORM OWNER **to join our TEAM located in **Zug.**

Johnson & Johnson RDEX CS&S is recruiting for an Assisted Services Platform Owner, located in EMEA.

RDEX CS&S are a vibrant dynamic virtual team, accountable for managing the various satellite systems that support DELIVER Customer Services and our external customers.

CS&S are the regional owner of the Customer experience narrative, responsible for matching requirements to external and internal customer expectations. CS&S take the leadership of the capability roadmap to deliver the Customer Experience, including overview of project portfolio (budget, execution, status), and of the technology roadmap to support CS execution with objectives of increasing efficiency (eg. Automation, digitalization of activities, self-service etc) and customer experience (eg

portal, omnichannel).

The Assisted Services Platform Owner will be specifically responsible for our CRM and Telephony technologies (SFDC, Einstein, Genesys Cloud) and will have the opportunity to work across the region with Customer Services teams and JIT, as well as globally and externally to bring insights and opportunities to the JNJ EMEA MT organization. This includes the responsibility for being up-to-date about the latest trends on CS&S technologies of expertise, through active participation in events and consolidation of networks of industry professionals and recognized vendors.

In this role, the Platform Owner will have the opportunity to be exposed to the main strategic regional initiatives acting as a core team member in representation of the technologies in scope: a very exciting opportunity to broaden and strengthen knowledge, exposure and experience.

**Key Responsibilities**:

- Accountability for technology roadmap, considering.
- Global strategy
- Regional strategy & prioritisation
- External opportunities
- Industry insights
- Drive deployment across region (as required)
- Drive continuous improvement and enhancement of technology ensuring MedTech EMEA is best in class in utilising the technical capabilities in the most effective ways.
- Responsible for regional alignment, business cases and funding requests to support regional demand intake on new enhancements and capabilities.
- Responsible for capacity planning for team
- Ownership of regional community of practice to foster continuous training and adoption.

**Qualifications**:
**Education**:

- Educated to University Degree level.

**Experience and Skills**:
**Required**:

- 6 - 8 years in supply chain related disciplines with experience in Customer Service and/or Digital/ eCapability functions
- Excellent Stakeholder Management
- Excellent communication and presentation skills
- Dynamic problem solver able to anticipate potential problems and create solutions.
- Expert technology knowledge, including supplier relations.
- Process oriented, Data analysis & statistical skills.
- Shape: Capability to challenge the status quo and drive change
- Deliver: Deliver results by inspiring and mobilizing people and teams
- Connect: Develop deep insights into the needs of our patients, customers, markets, and
- communities
- Credo based attitude.

**Preferred**:

- 6+ years in Customer Experience roles within Supply Chain Operations or Commercial
- 3+ years experience in Digital Ecosystems roles.
- Continues Process Improvement, Process mapping, Six Sigma, LEAN
- Well organized and used to working in virtual teams.

**Other**:

- Fluent in English
- Travel is required, up to 35% Regionally.

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