Supervisor, Customer Service - Compliance and Training

JOM Pharmaceutical Services, Inc., a subsidiary of Janssen Pharmaceutical Companies of Johnson & Johnson, is recruiting for a Supervisor Compliance and Training, remote work options may be considered on a case-by-case basis and if approved by the Company.

At the Janssen Pharmaceutical Companies of Johnson & Johnson, we are working to create a world without disease. Transforming lives by finding new and better ways to prevent, intercept, treat and cure disease inspires us. We bring together the best minds and pursue the most promising science. We are Janssen. We collaborate with the world for the health of everyone in it. Learn more at www.janssen.com and follow us @JanssenGlobal. JOM Pharmaceutical Services, Inc. is part of the Janssen Pharmaceutical Companies.

Johnson & Johnson Deliver Group is part of Johnson & Johnson’s global Supply Chain organization supporting operations across all of the Johnson & Johnson Family of Companies. Deliver strives to deliver an exceptional customer experience through leading critical customer-facing-functions such as customer service, distribution and transportation. In addition, Deliver oversees critical business enablers, including how we gather and manage supply chain master data, safe and secure supply chain practices, product identification standards, and market/channel access capabilities. It supports all three sectors of Johnson & Johnson: Medical Devices (including Vision), Pharmaceutical, and Consumer Products. Located in every region of the world where Johnson & Johnson operates, Deliver is a critical component of our supply chain, working collaboratively to ensure that quality, safety and the experience of our customers is our top priority.

Are you interested in joining a diverse team delivering outstanding results to our customers? Apply now for this exciting opportunity!

This position is responsible for directly running and driving in the areas of Quality, Compliance, and Sarbanes-Oxley (SOX) Reporting and for providing outstanding advisory and analytical support to internal and external customers enabling the compliant execution of critical customer focused operations. This position supports and continually works within the parameters established by a risk-based Quality Management System framework. The Quality & Compliance Supervisor will serve as the department’s business guide regarding documentation management, internal and external audit management, and SOC financial reporting.

They work in a team environment and will optimize the end-to-end customer experience, support customer relationships, and create/implement mutually beneficial business policies, procedures, and services. They will serve as the supply chain point of contact and advocate for focused customers and support the flow of data and information among team members.

Key Responsibilities:

• Manage Document Change Control Process for the Customer Service Team
• Serve as the Curriculum Owner and Customer Service primary point of contact (POC) for the Job Functional Curriculum.
• Ensure execution of documentation governance process for the Customer Service and Channel Operations team.
• Ensure the execution of Training, mentor, compliance, and documentation programs under the requirements under quality management system and high-regulated environment.
• Ensure adherence to all policies and procedures in accordance with Sarbanes Oxley (SOx), Segregation of Duty (SOD) controls and Corporate Audits.
• Manage and use analytical resources to initiate/implement process improvements/projects/programs to drive regional operational efficiencies, standardization across the CSS region, and customer service efficiency that result in quantifiable, measurable improvements.
• Support customer experience program; manage analysts to translate customer feedback to customer improvement actions. Directly interact with customers to drive strategic and tactical plans.
• Lead industry benchmarking initiatives to identify relevant technology and findings that will complement training strategy and skill development.
• Regularly communicate in all directions to keep agents, peers, direct and senior management advised of total business and department results and changes, project status, process changes, and opportunities.
• Update scorecards/dashboards/metrics on a monthly/quarterly basis and communicate findings with CSS Leadership Team. Develop action plans as appropriate to improvement and recovery.