Customer Experience 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: Technical Customer Service Job Category: People Leader All Job Posting Locations: Irvine, California, United States of America Job Description: Johnson & Johnson is currently recruiting for a Customer Experience Manager​ to be based at Irvine, CA. ABOUT ELECTROPHYSIOLOGY Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. As Johnson & Johnson MedTech Electrophysiology, we have one goal – to ensure those with atrial fibrillation can live the lives they want. For more than 30 years, we’ve been the global market leader in the science and technology of cardiac arrythmia treatment. Our suite of tools means electrophysiologists are empowered to personalize their approaches for patients with effective and reproducible workflows. Together, we’re changing what it means to be diagnosed with atrial fibrillation or other cardiac arrhythmias.  Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech SECTION 1: JOB SUMMARY* The Customer Experience Manager is responsible for leading and running the MEDTECH Electrophysiology Technical and Clinical Support Call Center and ensuring business goals are appropriately set and achieved. The Call Center is primarily responsible for fielding customer service calls and providing technical expertise in the diagnosis and resolution of those calls; and providing appropriate metrics to help drive higher customer engagement and influence business decisions and processes based on information received via the Call Center. This role will oversee Call Center support and complaint intake for US (primary), Canada (primary), and EMEA (secondary). Customer Experience Manager will review, create content, and present on behalf of Technical Service globally at bi-annual QSMR for BWI serviceable hardware. SECTION 2: DUTIES & RESPONSIBILITIES* Establish measure and meet key performance metrics and Service Level Agreements (SLAs) per customer contracts and develop and execute operational processes to optimize customer satisfaction. Lead both internal critical issue process and work with external customer communication, collect problem descriptions, log files, configuration data, analyze trends, and implement improvements in troubleshooting actions. Implement process improvement changes to understand issue trends in the field, assimilate best practices and adjust troubleshooting to improve remote resolution rates Demonstrate knowledge of internal and external business applications, market conditions, competitive positioning and overall industry knowledge and handle customer portfolio to exceed profitability expectations. Lead key Customer experience improvement projects. Implement process improvement and systems changes; ensure required changes are understood and operational across the team. Monitor the operation system services of Client Database, system networks relevant to Call Center and Customer Service Center and able to provide first level technical troubleshooting,