OPERATIONS AND PROJECT MANAGEMENT LEADER
Apply NowCompany: Kenvue
Location: Summit, NJ 07901
Description:
Kenvue is currently recruiting for:
Operations & Project Management Leader
This position reports to North America Leader, Operations & Project Management and is based at Summit, NJ.
Who we are
At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we're the house of iconic brands - including NEUTROGENA, AVEENO, TYLENOL, LISTERINE, JOHNSON'S and BAND-AID that you already know and love. Science is our passion; care is our talent. Our global team is made by 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage - and have brilliant opportunities waiting for you! Join us in shaping our future-and yours. For more information, click here.
Role reports to: North America Leader, Operations & Project Management
Location: Summit, NJ
Travel %: 10-25%
Pay: $ 92,000 - $149,500
What you will do
The Operations & Project Management team within Johnson & Johnson Consumer Health acts as the front-line support for users of Johnson & Johnson's wide range of beloved products. As the first point of contact between the organization and its consumers, the Operations team is an essential part of gathering insights from consumers and communicating those insights to our brand partners. The Ops and PM Leader will play an essential role in spearheading cross-functional teams to deliver projects aimed at improving the experience for Johnson & Johnson's consumers.
Key Responsibilities
Vendor Management
Supports regular communication of performance metrics to internal business partners, including preparation and presentation of reports as needed. Handles on-going and ad hoc requests for operational data. Participates in Business Reviews and Calibration Sessions to evaluate vendor specialists and operations effectiveness, and to provide feedback and coaching to our Johnson & Johnson vendor partners. Provides day-to-day oversight of vendor operations. Proactively identify opportunities for improvement across all operational processes (CSAT, staffing, reporting, data quality, capacity, etc.). Supports troubleshooting and root cause analysis of performance issues/gaps. Support, coordinates, and/or leads change initiatives. Collaborates with training and Knowledge Management teams on improving knowledge bases. Provides one-to-one coaching for specialists, team leaders, and managers when an immediate need is identified outside of a calibration session. Provides escalation point for third-party vendors for consumer complaints. Ensures important consumer issues, insights, trends and solutions are surfaced appropriately to GCC Management, GSI/Consumer Science, Quality Assurance and Safety teams. As needed, performs consumer contact data analysis to ensure data accuracy.
Crisis/Issues Management & Special Escalations
Manages daily information requests from the contact center and works with business partners to provide timely responses. Works with internal partners as needed to troubleshoot escalated consumer inquiries. Builds and maintain internal relationships to facilitate coordination to ensure timely resolution of escalated issues. Provides issues management support for escalations from Safety, QA and/or external service providers. Works with relevant external vendors and internal partners to arrange extended coverage for periods of anticipated increased demand to ensure consumers can access care specialists. Coordinates the development of "high risk" communications with business partners (PR, legal, QA, safety, sales etc.). Interact with consumers. Represent J&J in "high risk" communications with consumers. Triages, re-directs, and/or coordinates responses to consumer inquiries received via jnj.com that require special handling or urgent attention. Coordinates responses to consumer inquiries originally addressed to J&J executives and ensure that they are handled with the care and timeliness required.
SOP Administration
Serves as a NA CCC subject matter expert on functional and operational processes. Partners closely with the Global Consumer Care Quality and Compliance team. Maintains operational knowledge of CCC policies and regulatory expertise related to all aspects of complaint management, adverse events and product quality complaint reporting and consumer privacy. Develops and reviews operational SOPs and provides guidance to others managing these documents. Ensures NA CCC departmental and service provider SOPs are reviewed regularly, are updated and remain in compliance with regulatory guidelines. May serve as the key Operations & PM Leader maintaining the NA CCC departmental library of processes and reference documents; acting as system administrator for NA CCC use of GSS and Symphony
Q&C Inspections / Audit Support
Supports internal and external audits of NA CCC and external service providers. Ensures appropriate corrective action completion. Participates in the facilitation of all audits of the NA CCC, both corporate and regulatory. Participates in and/or provides support/guidance to business partners (e.g. - Safety, QA) in any regulatory inspections where the NA CCC is asked to participate
Project Management
Work with the Consumer Care Center (CCC) North America (NA), Engagement and Business Solutions (EBS), Quality and Compliance (Q&C), and the Global Consumer Care (GCC) teams in the definition and planning of new projects aimed at meeting defined organization's OKRs. Serves as the Project Management leader for CCC NA, defining key stakeholders to be involved in development process, coordinating team meetings, preparing and maintaining timelines and budgets, formally and timely reporting project status to CCC NA management and key stakeholders. Work across teams to remove barriers that arise that could impact timely completion of tasks. Manage shifts in project scope and reassign resources as necessary to ensure timeline and budgeted are not negatively impacted. Assures that completed tasks meet standards of quality and will not negatively affect other work streams for the project, or the overall success of the project. Responsible for reporting the measurable impact of the project's objective towards meeting the associated Goal/OKR.
Other Responsibilities
Oversee the submission of results from our Market Research partners and ensure the timely capture and reporting of any complaints to the necessary parties. Coordinates with global partners to resolve concerns that involve Johnson & Johnson Consumer products across multiple regions. Manages the US Escheat Reporting Cycle process, including coordination, preparation, and reporting of unclaimed property to the appropriate States. Upon request, provides backup coverage and/or support for other CCC personnel and performs other duties as assigned.
What we are looking for
Required Qualifications
Other requirements:
What's in it for you
*Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the recruitment & hiring process.
Kenvue is proud to be an 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.
#vhd
Operations & Project Management Leader
This position reports to North America Leader, Operations & Project Management and is based at Summit, NJ.
Who we are
At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we're the house of iconic brands - including NEUTROGENA, AVEENO, TYLENOL, LISTERINE, JOHNSON'S and BAND-AID that you already know and love. Science is our passion; care is our talent. Our global team is made by 22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage - and have brilliant opportunities waiting for you! Join us in shaping our future-and yours. For more information, click here.
Role reports to: North America Leader, Operations & Project Management
Location: Summit, NJ
Travel %: 10-25%
Pay: $ 92,000 - $149,500
What you will do
The Operations & Project Management team within Johnson & Johnson Consumer Health acts as the front-line support for users of Johnson & Johnson's wide range of beloved products. As the first point of contact between the organization and its consumers, the Operations team is an essential part of gathering insights from consumers and communicating those insights to our brand partners. The Ops and PM Leader will play an essential role in spearheading cross-functional teams to deliver projects aimed at improving the experience for Johnson & Johnson's consumers.
Key Responsibilities
Vendor Management
Supports regular communication of performance metrics to internal business partners, including preparation and presentation of reports as needed. Handles on-going and ad hoc requests for operational data. Participates in Business Reviews and Calibration Sessions to evaluate vendor specialists and operations effectiveness, and to provide feedback and coaching to our Johnson & Johnson vendor partners. Provides day-to-day oversight of vendor operations. Proactively identify opportunities for improvement across all operational processes (CSAT, staffing, reporting, data quality, capacity, etc.). Supports troubleshooting and root cause analysis of performance issues/gaps. Support, coordinates, and/or leads change initiatives. Collaborates with training and Knowledge Management teams on improving knowledge bases. Provides one-to-one coaching for specialists, team leaders, and managers when an immediate need is identified outside of a calibration session. Provides escalation point for third-party vendors for consumer complaints. Ensures important consumer issues, insights, trends and solutions are surfaced appropriately to GCC Management, GSI/Consumer Science, Quality Assurance and Safety teams. As needed, performs consumer contact data analysis to ensure data accuracy.
Crisis/Issues Management & Special Escalations
Manages daily information requests from the contact center and works with business partners to provide timely responses. Works with internal partners as needed to troubleshoot escalated consumer inquiries. Builds and maintain internal relationships to facilitate coordination to ensure timely resolution of escalated issues. Provides issues management support for escalations from Safety, QA and/or external service providers. Works with relevant external vendors and internal partners to arrange extended coverage for periods of anticipated increased demand to ensure consumers can access care specialists. Coordinates the development of "high risk" communications with business partners (PR, legal, QA, safety, sales etc.). Interact with consumers. Represent J&J in "high risk" communications with consumers. Triages, re-directs, and/or coordinates responses to consumer inquiries received via jnj.com that require special handling or urgent attention. Coordinates responses to consumer inquiries originally addressed to J&J executives and ensure that they are handled with the care and timeliness required.
SOP Administration
Serves as a NA CCC subject matter expert on functional and operational processes. Partners closely with the Global Consumer Care Quality and Compliance team. Maintains operational knowledge of CCC policies and regulatory expertise related to all aspects of complaint management, adverse events and product quality complaint reporting and consumer privacy. Develops and reviews operational SOPs and provides guidance to others managing these documents. Ensures NA CCC departmental and service provider SOPs are reviewed regularly, are updated and remain in compliance with regulatory guidelines. May serve as the key Operations & PM Leader maintaining the NA CCC departmental library of processes and reference documents; acting as system administrator for NA CCC use of GSS and Symphony
Q&C Inspections / Audit Support
Supports internal and external audits of NA CCC and external service providers. Ensures appropriate corrective action completion. Participates in the facilitation of all audits of the NA CCC, both corporate and regulatory. Participates in and/or provides support/guidance to business partners (e.g. - Safety, QA) in any regulatory inspections where the NA CCC is asked to participate
Project Management
Work with the Consumer Care Center (CCC) North America (NA), Engagement and Business Solutions (EBS), Quality and Compliance (Q&C), and the Global Consumer Care (GCC) teams in the definition and planning of new projects aimed at meeting defined organization's OKRs. Serves as the Project Management leader for CCC NA, defining key stakeholders to be involved in development process, coordinating team meetings, preparing and maintaining timelines and budgets, formally and timely reporting project status to CCC NA management and key stakeholders. Work across teams to remove barriers that arise that could impact timely completion of tasks. Manage shifts in project scope and reassign resources as necessary to ensure timeline and budgeted are not negatively impacted. Assures that completed tasks meet standards of quality and will not negatively affect other work streams for the project, or the overall success of the project. Responsible for reporting the measurable impact of the project's objective towards meeting the associated Goal/OKR.
Other Responsibilities
Oversee the submission of results from our Market Research partners and ensure the timely capture and reporting of any complaints to the necessary parties. Coordinates with global partners to resolve concerns that involve Johnson & Johnson Consumer products across multiple regions. Manages the US Escheat Reporting Cycle process, including coordination, preparation, and reporting of unclaimed property to the appropriate States. Upon request, provides backup coverage and/or support for other CCC personnel and performs other duties as assigned.
What we are looking for
Required Qualifications
- BA/BS degree or equivalent business experience is required
- A minimum of 5 years of professional work experience is required
- A minimum of 3 years of progressive work experience in a consumer service (contact center) environment is required, preferably in highly regulated environment (e.g. Healthcare)
- Practical knowledge of contact center systems (e.g. Salesforce or similar CRM tool) required
- Experience with training customer service personnel in standard operating processes/procedures is preferred
- Experience scheduling staffing to meet demand is preferred
- Solid experience with vendor interaction (including experience in partnering with vendors, monitoring performance and developing processes improvements) is required
- Strong experience with regulatory policies, compliance requirements and consumer privacy are required
- Minimum of 2 years of experience with writing, implementing, and maintaining standard operating processes/procedures. Technical writing experience preferred
- Previous experience in complaint vigilance, medical safety or similar environment is preferred
- Experience with project management is preferred
- Experience with business case presentations is preferred
- Knowledge of contact center business processes and compliance requirements required
- Practical knowledge of contact center computer systems (Contact Management and Knowledge Management Systems) required
Other requirements:
- Language Requirements: English (Spanish and French are desirable but not required)
- Travel Requirements: 10-25%
- Physical/Work Requirements: Working at a computer for extended periods of time
What's in it for you
- Competitive Benefit Package*
- Paid Company Holidays, Paid Vacation, Volunteer Time, & More!
- Learning & Development Opportunities
- Employee Resource Groups
- This list could vary based on location/region
*Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the recruitment & hiring process.
Kenvue is proud to be an 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.
#vhd