PECA Manager

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 jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Beijing, China

Job Description:

Designs and develops project plans in the field of Customer Service Operations. Leads strong customer and employee experience strategy perspectives and insights, ensuring proposed solutions drive optimal client value and measurable growth. Develops actionable insights on customer service progress against key initiatives, and ensures the customer service team is consistently focused on identifying and meeting customer's specific needs and expectations.

------- DUTIES & RESPONSIBILITIES ------

Develops actionable insights to inform the development and implementation of key performance indicators to progress leading-edge standards for the Customer Service Operations department.
Benchmarks comprehensive reports to continually analyze and measure departmental status against customer expectations and milestones.
Drives customer-specific communication initiatives to promote a positive customer service experience, ensuring proposed solutions drive client value, consistency, and growth.
Communicates with management on critical matters pertaining to the customer service department to keep leadership consistently in the loop.
Advises on pitches, proposals, and status reports to keep customers (internal and external) advised of the company's positive deliverables towards key milestones and deadlines.
Analyzes and provides constructive feedback to mid-level and junior Customer Service Operations team members to progress team knowledge, experience, and skills.
Coaches and trains junior colleagues in techniques, processes, and responsibilities.
Integrates Johnson & Johnson’s Credo and Leadership Imperatives into team goals and decision making.

Required Skills:

Preferred Skills:

Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Performance Measurement, Process Improvements, Process Optimization, Quality Services, Technical Credibility, Technical Support