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Senior Supervisor, Strategic Planning Operations - Deliver NA MD CSC
Company: Johnson & Johnson
Location: Piscataway, NJ
Employment Type: Full Time
Date Posted: 05/22/2021
Expire Date: 07/28/2021
Job Categories: Biotechnology and Pharmaceutical, Customer Service and Call Center, Government and Policy, Healthcare, Other, Healthcare, Practitioner and Technician, Information Technology, Insurance, Sales, Transportation, Purchasing, Franchising, Research & Development, Medical, Energy / Utilities
Job Description
Senior Supervisor, Strategic Planning Operations - Deliver NA MD CSC

Johnson & Johnson Health Care Systems, Inc., a member of the Johnson & Johnson Family of Companies, is recruiting for a Senior Supervisor, Strategic Planning Operations - Deliver NA MD CSC!


Johnson & Johnson Health Care Systems Inc. (JJHCS) provides contracting, supply chain, business services, and strategic solutions to customers and commercial intermediaries of U.S.-based Johnson & Johnson companies, including hospital systems, health plans, distributors, wholesalers, purchasing organizations, government payer programs, and government healthcare institutions in the U.S. JJHCS also engages with customers to provide streamlined supply chain services for our products that seamlessly integrate with customer operations, address shared evolving market challenges to value-based care, and develop innovative solutions that improve patient care and access.


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!


Customer Services & Capabilities (CS&C) is the centralized customer service function for the U.S. Customer Experience team leading sales order management functions, the digital customer experience, and ERP platform management on behalf of Johnson & Johnson franchises within the U.S Medical Device, Pharmaceutical, and Consumer sectors.


The Senior Supervisor is responsible for leading Workforce Management (WFM) and Business Continuity Planning (BCP) for CS&C. They are responsible to maintain base business and develop and deploy strategic initiatives. Additionally, this role is the platform owner of Genesys Pure Cloud and will have responsibility to develop the overall roadmap and platform governance framework and shape demand for platform consumption while ensuring platform team alignment with the CS&C business strategy.


Key Responsibilities:

  • Assist the CS&C leadership team with the development and implementation of organizational and strategic plans designed to improve the efficiency of resource optimization and department processes, using technology and other platforms to standardize, leverage, and/or eliminate manual interactions.
  • Maximize value by identifying additional business outcomes the Genesys Pure Cloud platform allows and support design configuration decisions to ensure a flawless user experience that aligns with the platform design strategy.
  • Oversee complex staffing models to achieve service level efficiently, develops strategic perspective, utilizing business insight, and provides oversight to the team.
  • Collaborate with internal partners to measure and define new processes, constantly using data to improve service levels, systems, forecasting accuracy and management reporting.
  • Oversee demand planning efforts across multiple customer service centers, data models, data insights, recommends forecast changes and gains alignment from internal partners.
  • Lead the CS&C organization’s business continuity plans to mitigate risks to customers and the business.
  • Represent CS&C to the Deliver organization through large-scale events with collaboration across Deliver partners and oversee lessons learned to drive greater efficiencies and effectiveness of the BCP plan, adding robustness to reduce confusion and minimize customer impact.



  • Minimum Bachelor's degree required; advanced degree or MBA preferred

Skills & Experience:


  • Minimum 6 years of relevant work experience
  • Work experience within a related Supply Chain discipline
  • Analytics experience, including implementing data to drive performance management
  • Proficiency with advanced analytics visualization tools such as Power BI
  • Experience and consistent track record of effectively managing/leading people or teams
  • Business Continuity Planning crisis management experience
  • Proficient written and verbal communication skills


  • Platform ownership experience, such as Genesys Pure Cloud
  • Workforce Management industry experience
  • Customer Service experience
  • Demonstrated ability to think strategically to develop and execute action plans
  • Project management certifications (e.g., PMP/FPX)


  • Requires up to 10% domestic travel


The pay range for this position is $85,000 to $120,000.


The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.


Employees may be eligible to participate in Company employee benefit programs such as health insurance, savings plan, pension plan, disability plan, long-term incentive, vacation pay, sick time, holiday pay, and work, personal and family time off in accordance with the terms of the applicable plans. Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits


Johnson & Johnson is an Affirmative Action and 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.

Primary Location
United States-New Jersey-Piscataway-1 Centennial Ave
Other Locations
North America-United States, North America-United States-New Jersey-Piscataway
Johnson & Johnson Health Care Systems Inc. (6077)
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