Job Function:
Sales Enablement

Job Sub Function:
Customer Success Management

Job Category:
Professional

All Job Posting Locations:
Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of America

Job Description:

DePuy Synthes is recruiting for a Specialist Training and Coaching; this Hybrid position will be in Raritan, NJ (USA). Alternate Hybrid locations may be considered at Raynham, MA (USA), West Chester, PA (USA), or Palm Beach Gardens, FL (USA).

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.

Job Overview:

The Specialist Training and Coaching role combine customer service subject-matter expertise with training, quality monitoring, coaching, and data-driven process improvement. The position acts as the go-to SME for policies/procedures, supports complex employee and customer inquiries, leads training initiatives, performs quality monitoring, takes corrective action to identify and close performance gaps. The role supports strategic change and continuous improvement.

Key Responsibilities:

Daily activities:

• Serve as a Customer Service Subject Matter Expert on internal and operating companies' policies and procedures.
• Provide support for more complex customer order/inquiry-related issues.
• Conduct troubleshooting as required.
• Support business model changes and strategic initiatives.
• Represent department's needs/concerns on applicable projects.
• Assist by answering phone calls on the employee helpline.

Communications

• Communicate relevant franchise information/updates and/or employee error notifications to Customer Service employees.
• Monitor and provide timely responses to inquiries, errors etc. received via Training and Coaching-email.
• Update applicable documentation (e.g. SOP's, WI's, OCP&P, training manual)•

Quality Monitoring and Error Management

• Monitor audio and video of phone calls and electronic transactions to ensure compliance with Customer Service standards, policies, and procedures.
• Document evaluation on scorecard and enter data into centralized database.
• Identify and/or receive notification of employee error and document the error into centralized database.
• Complete required compliance/assigned training by required due date.

Training:

• Lead and facilitate face-to-face, virtual, and computer-based Regional and Workgroup training, including new hire, individual coaching/refresher, process/system changes, and continuing education.
• Ensure all training rooms/systems are functioning properly per the standard training preparedness checklist.
• Create blended learning materials and validate content to ensure accuracy and appropriate context.
• Ensure the successful completion of all SOP's, WI's, and/or equivalencies for all Customer Service employees who attend training.
• Develop post-training survey to collect VOC and conduct lessons learned session with internal training team.
• Proactively identify training needs/gaps and develop action plans to address/mitigate risks.
• Complete any GXP Training Courses and Summit Certification.

Coaching:

• Improve individual employee/team performance via 1:1 coaching session.
• Review data to identify employees not meeting performance goals who require coaching.
• Analyze and interpret data to identify possible training gaps and recommend targeted solutions to improve individual/team/department performance.
• Prepare for coaching session by identifying areas of opportunity.
• Document summary of coaching session and provide to employee and supervisor.
• Evaluate post-coaching data to track coaching effectiveness, provide insights and action planning.

Data analytics:

• Review data for each function performed to understand common issues, identify root cause(s) and opportunities for improvement, develop action plans to address, and measure business results post-implementation.
• Prepare and publish monthly/quarterly employee and business scorecards/dashboards for all training and coaching-related metrics.
• Identify, lead, and drive end-to-end process improvements to drive organizational and team effectiveness and efficiencies.

Quality & Compliance:

• Perform non-conformance investigation through data collection and report generation.
• Create and maintain controlled documentation for all processes using standardized work instructions and operating procedure templates.
• Provide SME support during internal and external audits and investigations.

Other duties as assigned.

Qualifications:

Education:

• Bachelor's degree required (Business, Operations, Analytics, Supply Chain, or related field).
• Advanced degree preferred.

Experience and Skills:

Required:

• 2-4 years of relevant work experience in customer service, training, learning and development, or a related role.
• Proficiency in SAP/SFDC.
• Strong analytical and problem-solving skills. Strong communication and collaboration skills.
• Ability to manage multiple priorities in a fast paced environment.

• Strong interpersonal, verbal and written communication, and influencing skills and ability to work effectively with a diverse group of individuals is required.
• Experience with course development software and Learning Management Systems (e.g., Summit and Compliance Wire, etc.) is highly preferred.
• Demonstrated ability in developing training materials and content e.g. Quick Reference Guide, playbook etc.
• Experience delivering soft skills, systems, operational, and technical training is required.
• Intermediate proficiency in MS office applications e.g. Excel, Word, PowerPoint and SharePoint is required.
• Experience with analyzing and interpreting data, providing insights, and action planning.
• Demonstrated ability in approaching job responsibilities with a focus on process improvement, creating efficiencies and best practices.
• Demonstrated ability to work independently with minimal supervision on complex issues, serving as subject matter/technical expert within regional/work specific area is required.
• Experience with leading team projects/activities and demonstrating end-to-end thinking.

• Highly motivated, self-guided individual with demonstrated time management skills and consistent track record to handle multiple competing priorities/deadlines, ability to act with a sense of urgency, and deliver expected/exceeding results.
• Working knowledge of Process Excellence/LEAN methodology and/or certification is helpful.

Other:
• Language: English required.
• Travel: Minimal (≤10%), primarily domestic.

Certifications: Association for Talent Development, Lean/Six Sigma certifications preferred but not required.

Required Skills:

Preferred Skills:
Analytical Reasoning, Business Behavior, Cross-Functional Collaboration, Customer Acquisition Strategy, Customer Centricity, Customer Effort Score, Customer Engagement, Customer Intelligence, Customer Journey Analysis, Customer Journey Mapping, Customer Retentions, Customer Success Management (CSM), Execution Focus, Industry Analysis, Sales Enablement, Sales Support, Service Excellence

The anticipated base pay range for this position is :
$65,000.00 - $104,650.00

Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are 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.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation -120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado -48 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year

Holiday pay, including Floating Holidays -13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave - 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave - 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave - 80 hours in a 52-week rolling period10 days

Volunteer Leave - 32 hours per calendar year

Military Spouse Time-Off - 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits