Customer Experience Manager
- .
- Requirements: "SECTION 3: EXPERIENCE AND EDUCATION" includes experience/education requirements. We'll treat as Requirements.
- Qualifications: maybe "SECTION 4: REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS*" includes knowledge, skills, abilities, certifications. Could be Qualifications or Skills. The instruction says we have separate sections for Qualifications and Skills. We need to decide where to put content. The posting includes "Strong presentation skills...", "Strong oral and written communication skills...", "A basic understanding of Voice or Data technology...", "Up to 25% domestic travel". Also "If you are under 18..." etc. Also "Required Skills Preferred Skills: ..." list. That seems like skills. Also there is "Proven Leadership Experience". Might be qualifications.
We need to avoid filler like "commensurate with experience". Not present.
We have Pay: "The anticipated base pay range for this position is : $102,000.00 - $177,100.00". Also "Additional Description For Pay Transparency". So we have Pay section.
Benefits: There's a Benefits paragraph describing time off etc. So Benefits section.
Schedule: Not mentioned explicitly. No schedule info. So we should not create Schedule section.
We also have location: "All Job Posting Locations: Irvine, California, United States of America". Could be included in a short paragraph maybe under About the role or separate? The instruction says do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Location is minor metadata; we can include in a short
maybe after About the role. We must not include boilerplate like EEO etc. Remove those lines. We must preserve all substantive information. So we need to keep the details about responsibilities, experience, education, knowledge/skills, pay, benefits. We must not invent or summarize away detail. So we need to keep the exact sentences? Probably we can keep them as is, but we can format as list items. Must not lose any detail. Let's extract each piece. About the role / Job Summary: From "SECTION 1: JOB SUMMARY*" paragraph: "The Customer Experience Manager is responsible for leading and running the MEDTECH Electrophysiology Technical and Clinical Support Call Center and ensuring business goals are appropriately set and achieved. The Call Center is primarily responsible for fielding customer service calls and providing technical expertise in the diagnosis and resolution of those calls; and providing appropriate metrics to help drive higher customer engagement and influence business decisions and processes based on information received via the Call Center. This role will oversee Call Center support and complaint intake for US (primary), Canada (primary), and EMEA (secondary). Customer Experience Manager will review, create content, and present on behalf of Technical Service globally at bi-annual QSMR for BWI serviceable hardware." Also earlier "About Electrophysiology" paragraph: "Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. As Johnson & Johnson MedTech Electrophysiology, we have one goal – to ensure those with atrial fibrillation can live the lives they want. For more than 30 years, we’ve been the global market leader in the science and technology of cardiac arrythmia treatment. Our suite of tools means electrophysiologists are empowered to personalize their approaches for patients with effective and reproducible workflows. Together, we’re changing what it means to be diagnosed with atrial fibrillation or other cardiac arrhythmias. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech" That seems like about the role/division. Could be included as part of About the role. We'll combine into a few paragraphs. Responsibilities: SECTION 2 list. Let's extract each sentence separated by periods? The text is a long run-on with many duties separated by periods but also some semicolons. We'll split into logical items. We need to preserve all substantive information; we can create
- for each duty sentence. Let's list them: 1. Establish measure and meet key performance metrics and Service Level Agreements (SLAs) per customer contracts and develop and execute operational processes to optimize customer satisfaction. 2. Lead both internal critical issue process and work with external customer communication, collect problem descriptions, log files, configuration data, analyze trends, and implement improvements in troubleshooting actions. 3. Implement process improvement changes to understand issue trends in the field, assimilate best practices and adjust troubleshooting to improve remote resolution rates 4. Demonstrate knowledge of internal and external business applications, market conditions, competitive positioning and overall industry knowledge and handle customer portfolio to exceed profitability expectations. 5. Lead key Customer experience improvement projects. 6. Implement process improvement and systems changes; ensure required changes are understood and operational across the team. 7. Monitor the operation system services of Client Database, system networks relevant to Call Center and Customer Service Center and able to provide first level technical troubleshooting, minimizing the customer issues. 8. Liaise with internal and external contacts to ensure that services are provided to agreed time-scales and standards, conduct analyses of current processes and Recommend process improvements. 9. Direct implementation activities within Call Center including potential outsourcing of customer service functions, as well as work with the Quality and Training Teams to ensure that customer improvement activities and goals are achieved. 10. Understand the BWI line of products and solutions and understand technical issues raised by customer, facilitated in configure, trouble shoot and resolve complex issues 11. Group Champion: Facilitates routine huddles with the team focused on improving the employee experience and the customer experience 12. Responsible for communicating business related issues or opportunities to next management level 13. Perform field ride along with local field service and commercial teams to support business needs 14. Manages the Clinical Service and Customer Service Representatives and is accountable for conducting effective performance management and compliant with all Federal, State, local and Company regulations, policies, and procedures 15. Responsible for managing operational aspects of Call Center team (e.g., workflow, performance, and compliance), as well as ensuring achievement of team goals within established timelines and budgets. 16. Develops tactical and operational plans to achieve technical customer service goals, and communicates plans to managers, supervisors, and individual contributors. 17. Identifies trends and patterns for bi-annual QSMR based on Technical Service metrics captured 18. Allocates team resources independently to maximize resource utilization and team processes. 19. Integrates Johnson & Johnson’s Credo and Leadership Imperatives into team goals and decision making. 20. Performs other duties assigned as needed We need to keep them as is. Requirements (Experience and Education): From SECTION 3: - A minimum of a bachelor’s degree is required (preferably STEM field). - An Advanced Degree (MS, MA, MBA or PhD) is preferred. - A minimum of 5 years of business experience is required. - A minimum of 3 years in a customer service environment is required. - Experience in a technical call center environment is highly preferred. - Experience leading projects to include developing project plans, assigning tasks, developing recommendations and gaining partner consensus is required. - Experience in project management and/or participating in process improvement projects is preferred. - Call Center systems knowledge experience is highly preferred. - Proven Leadership Experience We'll put each as
- .
Qualifications / Skills: SECTION 4 includes knowledge, skills, abilities, certifications/licenses and affiliations, plus "Required Skills Preferred Skills:" list.
Let's extract:
- Strong presentation skills and the ability to present to customers and all levels of management is required.
- Strong oral and written communication skills, the ability to network and be a great partner across many different functions within a complex global organization is required.
- A basic understanding of Voice or Data technology is required; in depth knowledge of one of these technologies is preferred.
- Up to 25% domestic travel
- If you are under 18 years of age, you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check. (This is legal boilerplate? Might be considered minor metadata; but it's substantive? It's a condition. Might keep but it's not a skill. Could be placed in a short p under Requirements? But it's not experience/education. Might be considered minor metadata; but we can keep as a short p maybe under Requirements or separate? The instruction says fold minor metadata into a short
or drop it. This is a condition about age; maybe minor. We'll drop it? It's substantive but could be considered legal. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. This is legal about working papers; might be considered legal boilerplate. Safer to drop. - Johnson & Johnson is an Equal Opportunity Employer... (EEO boilerplate) drop. - We actively seek qualified candidates who are protected veterans... drop. - Johnson & Johnson is committed to providing an interview process that is inclusive... drop. - Required Skills Preferred Skills: Compliance Management, 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, Inclusive Leadership, Leadership, Process Improvements, Resource Allocation, Service Request Management, Team Management, Technologically Savvy We'll treat that as skills list. Also "Proven Leadership Experience" already in experience. Thus Qualifications section could contain the knowledge/skills/abilities statements (presentation, communication, understanding of voice/data, travel). Skills section could contain the list of skills. But we have both Qualifications and Skills sections available. We'll put the bullet statements under Qualifications (or maybe Requirements?). Actually Qualifications often includes knowledge, skills, abilities. We'll put those there. Skills section will have the list. Pay: we have the pay range. Benefits: we have the benefits paragraph. Now we need to output HTML fragment with headings
for each section. We must not include empty sections. Let's craft:
About the role
... (combined about electrophysiology and job summary)
Responsibilities
- ... each duty
Requirements
- ... each experience/education item
Qualifications
- Strong presentation skills and the ability to present to customers and all levels of management is required.
- Strong oral and written communication skills, the ability to network and be a great partner across many different functions within a complex global organization is required.
- A basic understanding of Voice or Data technology is required; in depth knowledge of one of these technologies is preferred.
- Up to 25% domestic travel
Skills
- Compliance Management
- Customer Alignment
- Customer Analytics
- Customer Centricity
- Customer Experience Management
- Customer Support
- Customer Support Operations