Senior Manager Delivery and Client Implementation

  • Company: Johnson & Johnson
  • Location: Orlando, Florida
  • Posted: February 16, 2017
  • Reference ID: 9515170209-en-us

Lead a high performing team whose mission is to delight our clients by ensuring world class delivery of every aspect of JJHPI’s offering and scaling of Client led solutions. The Senior Manager of Delivery and Client Implementation will lead a team that would serve as a role model for full engagement, individual development, innovation, continuous improvement and accountability.  The Senior Manager of Delivery and Client Implementation will report to the JJHPI Director – Sales and Business Development.

Responsibilities will include, but not limited to:

This position requires close collaboration with sales, marketing, content, external Performance Coaches, vendors, and enterprise solutions to ensure consistency, congruency, and accuracy of delivery of JJHPI training courses and supplies in market or at JJHPI.  In addition, this individual is responsible for ensuring better relationships with JJHPI Performance Coaches and vendor partners for our training program products and supplies that will help JJHPI reach more participants through faster adoption and implementation of client-led training rollouts. 

This position is responsible for working closely with the leaders of sales, marketing, content, and finance to assist with the development the commercialization delivery strategy for the JJHPI product portfolio including but not limited to the Corporate Athlete Train the Trainer program, sustainability products, enterprise solutions, and other products and services.  Ensuring key customer insights are provided and incorporated for customized content development in support of strategic implementations.  In service of excellence in operations and implementation, this position may also be required to manage partners and external services providers in an effort to delight customers and accelerate growth of the JJHPI business.   

Below is a list of some of the responsibilities of the team the Senior Manager of Delivery and Client Implementation will lead with excellence:

  • Client Registration & Care through Completion of Program
  • Event/Product Information, Registration and Payment
  • Pre-program interactions (Course Pre-work, Energy Profiles, PARQ and PPQ requirements, etc.)
  • Client-facing materials quality and availability
  • JJHPI Orlando Campus Experience
    • Exceptional Client Service
    • Implement World Class and Cutting Edge Technology across the campus that aligns with Energy Management Principles
    • Ensuring clients are delighted by the physical facility in all aspects
      • Classrooms, Technology, Fitness Center, Locker Rooms, Lunch and break areas, Landscaping, etc.
  • Off-site Client Experience
    • Partnering with off-site locations and staff to ensure clients are delighted
  • JJHPI’s Program Delivery Personnel
    • Ensure team composition meets business needs in terms of capacity, credentials, certifications, business/life experience, facilitation and speaking skills required to exceed client expectations.
    • Recruitment, selection, on-boarding, training, feedback and development
  • Apply and leverage best practices, go-to-market strategies, and operational efficiencies
  • Build Train-the-Trainer (TTT) network community for faculty development and customer scaling
  • Maximize facility utilization & Evaluate impact on GP targets
  • Lead team in supporting Customer Implementation & Scaling of Content:
    • Collaborates with Marketing, Key Accounts & Sales teams on implementation development, execution and performance
    • Provide Marketing support or best-practices insight to support uptake of training within Customer
    • Partner with Content team to tailor programs for high value clients
      • Starts with initially evaluating of value of expending resources to tailor content (ROI) and identifying cost of maintaining added complexity
    •  Continuously evaluate outcomes / data with regard to Customer outcome
    • Support the roll-out of Sustainability tools (e-course) within Customer
    • Insure there is external focused to assess best practices in the ‘What’ and ‘How’ of content and product delivery

Manage current processes and innovate to improve internal dependencies to include:

  • Optimizing the transfer of operational information from the Sales Team so that they maximize “selling time”
    • Program logistics and support
    • Course materials ordering and shipping
    • Performance Coach and Fitness Specialist selection and scheduling
  • Administrative duties including:
    • Annual Vendor contract creation, Purchase order requests, Fee & expense review and approval, Accounting reconciliations, Supplier Maintenance, Totality administration, Due Diligence, Certification storage and archiving, Professional liability insurance storage and archiving
    • Leads and directs business and vendor partners to ensure appropriate utilization
  • Lead the talent and performance management of direct reports 
    • Align the goals of team members with the needs of the team and broader organization to achieve the OGSM

  • A minimum of a Bachelor’s Degree is required
  • Strong influence management and communications skills is required
  • Demonstrated ability to develop internal and external networks is required
  • Proven ability to understand business strategy; translate it into solutions that support the company’s business goals is required
  • Ability to develop and lead a team across a matrix organization required
  • Proven ability to develop strategy and successful execution required
  • Exceptional analytical and creative problem-solving skills; self-starter and solution-oriented individual that can act independently and run a team
  • Proven ability to solve complex business problems and present recommendations to senior management effectively
  • Strong verbal and written communication skills
  • A minimum of Bachelor’s degree is required.  A Master’s degree in Business, or a related field is preferred.  
  • Excellent stakeholder management is required (must have strong knowledge and partnering ability with all business functions).  
  • Strategic thinking, the ability to create, cultivate and implement change is required.  

Primary Location
United States-Florida-Orlando
J&JHlth&WellSolutions,Inc (6173)
Job Function
Operations (Generalist)

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