Global Customer Experience and Service Project Manager (Canada)

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 https://www.jnj.com

Job Function:

Project/Program Management Group

Job Sub Function:

Project/Program Management

Job Category:

Professional

All Job Posting Locations:

Markham, Ontario, Canada

Job Description:

Johnson & Johnson is currently recruiting for a Global Customer Experience and Service Project Manager, primarily based in Raritan, NJ with consideration for other J&J Customer Service sites in NA, EMEA, and LATAM such as Markham, CA

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

United States- R-007364

Switzerland - Requisition Number: R-008322

Brasil & Columbia- R-008327

Czech Republic- R-008330

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

Job Overview:

The Global Customer Experience and Service Project Manager will be responsible for driving business objectives and results by leading, planning, and implementing projects. The individual will work across regions and functions to ensure successful project delivery. Projects may include process improvements, technology deployments or other initiatives.

Key Responsibilities:

Project Planning and Execution:

• Develop comprehensive project plans, including objectives, timelines, budgets, resources, tasks, roles and responsibilities.
• Coordinate and assign project tasks to team members.
• Facilitate progress and make adjustments as needed to ensure successful project delivery.
• Conduct regular team meetings to manage progress, discuss challenges, and find opportunities for improvement

Team Management:

• Lead cross-functional global teams.
• Provide direction, coaching, feedback and support to team members to meet project goals.

Budget and Resource Management:

• Develop and own detailed project budgets, ensuring that resources are used efficiently and costs are controlled.
• Forecast resource needs and work to resolve any resource challenges or gaps.
• Track project expenditures and provide regular updates on financial status.

Risk Management:

• Identify potential risks to the project, including technical, financial, dependency and operational risks.
• Develop risk mitigation strategies and ensure proactive problem-solving to minimize disruptions.

Communication:

• Serve as the point of contact between key partners, including clients, senior management, and project teams.
• Provide regular project updates, reports, and presentations to team members and sponsors.
• Ensure expectations are aligned with project goals and adjust plans as necessary.
• Establish and own communication and alignment with Steering Committees or Sponsors for leadership alignment.

Compliance:

• Ensure that the projects meets the required compliance standards and specifications, including but not limited to quality, IT, and regulatory.

Project Evaluation:

• Conduct post-project reviews to assess performance, identify lessons learned, and gather feedback for future improvement.
• Ensure all project documentation is completed and stored for future reference.
• Ensure that any hypercare or business ownership transitions are completed.
• Communicate outcomes and completion.
• Reward and recognize team members.

Required Skills and Qualifications:

• Bachelor’s degree
• 7+ years of business experience
• Willingness to work early mornings and/or late evenings to meet with partners in other parts of the world
• 3+ years of experience leading projects
• Strong leadership, interpersonal, and change management skills
• Ability to manage multiple projects simultaneously and work under pressure.
• Excellent problem-solving and decision-making abilities.
• Knowledge of project management tools and software (e.g., Microsoft Project, Asana, Jira).
• Experience in a regulated industry is required
• Strong analytical and financial skills are required

Desired Qualifications:

• Flawless Project Execution Certification is highly desirable.
• Certification in Project Management (PMP, PRINCE2, or similar) is preferred.
• Med Device/MedTech experience preferred.
• Familiarity with agile project management methodologies.
• Process Excellence experience (Six Sigma, Lean, Design Excellence)