Service Head

8 hours ago

Beijing, Beijing, China Johnson & Johnson Innovative Medicine Full time

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

Job Function:

Customer Management

Job Sub Function:

Technical Customer Service

Job Category:

People Leader

All Job Posting Locations:

Beijing, China

Job Description:

Manages other Managers, Supervisors, and/or individual contributors in a matrix environment, and is accountable for conducting effective performance management and meaningful career development conversations. Collaborates with multiple departments on internal strategies and supports organizational objectives and business goals. Guides initiatives, timelines, approvals, and plans. Directs activities for strategic initiatives and serves as a primary point of contact for internal and external stakeholders.
Manages other Managers, Supervisors, and/or individual contributors in a matrix environment, and is accountable for conducting effective performance management and meaningful career development conversations.
Communicates direction for technical customer service processes to managers, supervisors, and individual contributors, and ensures methods align with organizational goals and objectives.
Identifies problem management trends and leads root cause analysis for support incidents.
Collaborates cross-functionally to facilitate the integration of separate help desk teams from separate departments and/or job families into a consolidated help desk function with standard tools, processes, and staffing.
Responsible for managing operational aspects of their team (e.g., workflow, performance, and compliance), as well as ensuring achievement of team goals within established timelines and budgets.
Integrates Johnson & Johnson's Credo and Leadership Imperatives into team goals and decision making.

Required Skills:

Preferred Skills:

Cross-Functional Collaboration, Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer-Support, Customer Support Operations, Customer Support Trends, Developing Others, Emerging Technologies, Fact-Based Decision Making, Incident Management, Inclusive Leadership, Leadership, Managing Managers, Root Cause Analysis (RCA), Service Request Management, Strategic Thinking, Technologically Savvy

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