This position will report to the Director, Medical Information Scientific Engagement (MISE) and will have responsibility for providing direct oversight of the medical information service center vendor program as well as the Med Info service center training, product replacement and quality management programs.
Essential Functions:
• Serves as a strategic partner with internal Scientific Affairs colleagues to find opportunities for outstanding service delivery and leads all aspects of the vendor team, ensuring J&J quality, service and cultural standards are consistently delivered.
• Oversight for MISE CAPA (Corrective Action and Preventative Action) activities and audits.
• Has leadership and oversight accountability in ensuring quality of customer interactions from internal and vendor contact center teams.
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• Ensures vendor compliance in adverse event & product quality complaint reporting, SOP/process adherence, and training assignment completions.
• Oversight of training programs as well as on/off boarding activities for vendor.
• Oversight of all customer product replacement activities including refunds, credits, replacements.
• Mines customer data in partnership with Analytics & Reporting to uncover opportunities for new services and/or improvements in service delivery.
• Collaborates with cross-functional teams to optimize technologies to support MISE processes as well as troubleshoot and resolve system related issues.
• Management of department personnel.
Qualifications
Related Experience:
• A minimum of a Bachelor's degree is required. An MBA or other advanced degree is preferred.
• A minimum of 8 years of overall, relevant experience is required.
• Knowledge of Safety and Regulatory requirements for pharmaceutical products is preferred.
• Previous people management experience is preferred.
• Strong analytical skills are required.
• Vendor management experience is required.
• Experience with development and/or delivery of direct education for various customer segments is required.
• Experience with customer relations and content management platforms is required.
• Experience within a Customer Communications Center environment is required.
• Knowledge of pharmacokinetics, pharmacodynamics, and pharmacoeconomic principles is preferred.
The anticipated base pay range for this position is $137,000 to $235,750.
The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. 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 and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
- Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).
- This position is eligible to participate in the Company's long-term incentive program.
- Employees are eligible for the following time off benefits:
- Vacation - up to 120 hours per calendar year
- Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington - up to 56 hours per calendar year
- Holiday pay, including Floating Holidays - up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year
- Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits
The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.
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.