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:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

North Ryde, New South Wales, Australia

Job Description:

• Great Place to Work® Certified – 2025
• Johnson & Johnson named a 2025 Fortune World’s Most Admired Company
• Competitive salary package, flexible work practices, award winning benefits
• Continuous training and development

ABOUT INNOVATIVE MEDICINE

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

THE OPPORTUNITY

The Customer Service Manager will lead the ANZ Customer Service team within Innovative Medicine Deliver Operations by driving operational excellence.  They will own and develop the ANZ Customer Service Strategy, systems/process architecture. This role combines cross functional partnership (Commercial, Plan, Enablement), data/analytics, change management and people leadership to improve the customer experience and business outcomes.  The Customer Service Manager will have a thorough understanding of the overall Customer Service transactional processes performed by direct reports.

RESPONSIBILITIES

• Responsible for the Customer Service Order to cash process.
• Provide oversight for order management, inquiry management, and invoice management activities performed by the Customer Service team.
• Ensure appropriate allocation of resources are available to meet customer and business expectations.
• Directly manage, lead, coach and develop the ANZ Customer Service team to maintain a collaborative culture of learning, accountability and ownership.
• Train the team on existing and new processes in line with SOPs and Work Instructions.
• Develop proactive solutions to prevent recurring customer issues.
• Support Customer Service systems, processes and performance by ensuring data integrity, leveraging dashboards and partnering with Enablement/IT to drive tool enhancements.
• Define, monitor and report on operational KPI’s such as case management, first contact resolution and customer experience.
• Implement required process changes through purposeful change management coupled with stakeholder engagement.
• Lead continuous improvement initiatives using root cause analysis and data to standardise processes and implement change management while prioritising and tracking outcomes. 
• Ensure Customer Service Activity adherence to meet JnJ regulatory/compliance standards relevant to Innovative Medicine.
• Engage with UAT Testing as required for all customer service systems.
• Provide strategic insights and recommendations to Deliver Lead to support decision making.
• Act as a strategic partner to the Warehouse & Distribution Lead, Finance, Procurement, Commercial and Demand Planning.
• Facilitate communication and alignment across functions to align and support ANZ business objectives.
• Develop, track and measure meaningful customer engagement, voice of customer and other metrics to capture the customer experience.
• Translate customer feedback into actionable improvements and prioritized changes with tracked outcomes.

ABOUT YOU

• 5+ Years in customer service/operational leadership
• Strong CX operational and systems thinking
• Strong experience in data and analytics
• Proven ability to lead teams through business growth and change.
• People Management Experience
• Experience in using SAP ERP System
• Experience in use of a CRM Tool
• Excellent analytical, communication and stakeholder management skills
• Knowledge of Operational Best Practices and compliance standards

Johnson & Johnson, as a world leader across multiple therapy areas, offers a dynamic environment with opportunities to learn and grow across a broad range of those therapeutic areas. We encourage candidates with a strong desire to learn and a willingness to adapt to new challenges to apply.

COMPANY CULTURE

• Competitive remuneration package.
• Continuous training and support.
• Award-winning leadership development programs.
• Inclusive, flexible, and accessible working arrangements.
• Equal opportunity employer supporting diversity and inclusion.

WHY CHOOSE US:

• Competitive remuneration package and continuous training.
• Supportive environment with award-winning leadership development programs.
• Inclusive, flexible, and accessible working arrangements for all.

OUR BENEFITS:

• Up to 18 weeks of parental leave to support new parents.
• 4 days of volunteer leave to give back to the community.
• Option to purchase up to 2 weeks of additional annual leave for extra time off.
• Enjoy a dedicated Wellbeing Day to prioritize self-care.
• Global Wellness Reimbursement of $780 per year for healthy eating, exercise, or mindfulness activities.
• Access to an Employee Assistance Program for personal and professional support.
• Enhanced leave provisions for compassionate (caregiver) leave, providing up to 30 days of additional support.
• Life insurance coverage for added peace of mind.

 And much more...

Great Place to Work® Certified– 2025
Great Place to Work® Certification recognises employers who create outstanding employee experience. The certification process is recognised worldwide as the global benchmark for identifying outstanding workplaces.   

Johnson & Johnson - Australia and New Zealand was certified as a Great Place to Work® in ANZ in its first year of participation.

 

 

Required Skills:

 

 

Preferred Skills:

Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Performance Measurement, Process Improvements, Process Optimization, Quality Services, Technical Credibility, Technical Support