Lead Analyst, Order Management

  • Company: Johnson & Johnson
  • Posted: September 15, 2016
  • Reference ID: 5550160909-en-us

Johnson & Johnson’s Cardiovascular & Specialty Solutions (CSS) Group within Medical Devices is recruiting for a Lead Analyst, Order Management to be located in Irvine, CA, which is our CSS headquarters. The CSS Group serves a diverse base of customers in Ear, Nose and Throat (ENT), Infection Prevention, Electrophysiology (EP), Surgical and Non-Surgical Aesthetics, Sedation and Reprocessing.  

The Lead Analyst Order Management is a liaison between Mentor, the 3 party outsourced customer service team and customers.  This individual will demonstrate detailed understanding of the business in support of commercial objectives and programing, exhibiting business analysis skills to define, document, and drive efficiencies in business processes and supporting systems.


This individual demonstrates the following behaviors in their role:  functions independently on a day-to-day basis; proactively seeks and delivers resolution to business issues; assumes leadership roles on teams and projects within and across departments.  




Under limited supervision and in accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:

  • Act as liaison between Mentor and outsourced 3 party customer service function for oversight management, issue escalation, and process improvement.  The Lead Analyst Order Management reviews and releases order holds, manages escalations, and serves as an expert on Mentor business, order processes, and customer issues.
  • The Lead Analyst Order Management will research, troubleshoot and solve problems of broad complexity and must have the ability to make decisions while understanding the impact of actions, processes and problems across the department, and organization.
  • This individual will work with internal departments to develop, create, run reports and perform trend analysis as needed
  • Establish a continuous improvement mindset and conduct process optimization / re-engineering as required. 
  • Champion knowledge of applicable HCC, Legal and SOX requirements through updating policies and liaison with appropriate experts/leaders within J&J.
  • This individual may be responsible for relationship management, presentations, leading conference calls and meetings.   
  • Develops goals & objectives and personal development plans. Performs other related duties and takes on additional projects as required.
  • Support ongoing  development and implementation of Commercial deployment strategies
  • Responsible for ensuring personal and company compliance with all federal, state, local and company regulations, policies, and procedures
  • Analyze, evaluate and integrate business processes and procedures; apply creative thinking in the use of case management systems and development of business processes; write logical, comprehensive, concise reports and correspondence; communicate effectively orally and in writing to management and team members.
  • Performs other duties assigned and can take on additional projects as required. 

  • Bachelor’s degree in Business, Finance, Sales & Marketing, Contracting or related field is required.
  • A minimum of 6 years of business experience required
  • A minimum of 3 years of progressive experience in Customer Service / Sales & Marketing Support required
  • Experience in the medical device industry or an FDA/highly regulated industry required
  • Successful collaboration and team experience in a matrix organization supporting customers/field is required
  • Experience with order management activities with understanding of healthcare environment preferred
  • Strong computer skills and knowledge of various programs such as Microsoft Office is required
  • Experience with JDE or equivalent ERP system preferred
  • Proven strong analytical skills are required
  • Ability to work independently with minimal supervision is required
  • Excellent verbal and written communication skills is required
  • Ability to work in a complex matrix team environment is required
  • Requires domestic travel up to 15% of the time

Primary Location
United States-California-Irvine
Biosense Webster Inc. (6010)
Job Function
Customer Service

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