At Johnson \& Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com **Job Function:** Customer Management**Job Sub Function:** Customer Service Operations**Job Category:** Professional**All Job Posting Locations:** Bogotá, Distrito Capital, Colombia**Job Description:** ### **The Continuous Improvement Sr Specialist is a key player in the Digital Transformation of Deliver organization, being responsible for understanding end\-to\-end Customer Service processes, analyzing operational, market and commercial data, identifying opportunities for operational improvement, and translating this into insights and driving continuous improvement through SLA's, process efficiencies, cost reduction, or other organizational requirements. Also communicating the improvements to non\-technical stakeholders in a clear and visual way.** This role will focus on analyzing and enhancing customer service processes for our operations in Latin America. The ideal candidate will possess a strong understanding of logistics, a keen eye for process optimization, project management skills and the ability to collaborate with cross\-functional teams to implement effective solutions. **Key Responsibilities** Use project management tools and established metrics to drive execution of improvement and process excellence projects * Analyze current returns processes in Latin America to identify inefficiencies and areas for improvement. * Develop and implement streamlined workflows to enhance the returns experience for customers and internal stakeholders. * Collaborate with logistics, customer service, and inventory management teams to ensure a seamless returns process. * Utilize data analytics to track and report on returns trends, providing insights and recommendations for ongoing enhancements. * Work closely with IT and software vendors to implement technology solutions that support improved returns processes. * Monitor and assess the effectiveness of implemented changes, adjusting as necessary to optimize performance. * Stay updated on industry best practices and emerging trends related to returns management, particularly within the Latin American market. * Influence key stakeholders to support organizational change through excellent communication skills. * undefined * Contribute with creative and innovative ideas to advance the maturity of Customer Service team and be a benchmark for other regions. * undefined * Ensure timely and accurate tracking, renewal, and compliance of contracts and/or purchase orders for all active vendors. **Qualifications** * Bachelor’s Degree required, preferably in Supply Chain/ Business Administration/ Engineering/ Business Analytics * \+2\~4 years of confirmed experience driven continuous improvement projects in Supply Chain Management. * Experience working with SAP, Salesforce, Genesys, web Portal new enhancements project management. * Experience driven technology projects based on project methodologies as PMP, Agile, Design Thinking, Scrum, Six Sigma. * Ability to transform data\-analysis into practical insights with tangible outcomes. Predict trends facilitating the process of long\-term planning and avoiding issues happening. * Exceptional communication skills, both verbal and written, able to effectively communicate insights from data with both colleagues and executives. * Ability to work with a wide range of cross\-functional teams \[Regional/ Global], such warehouse and transportation, customer services, international trade, compliance, process excellence, engineering, IT, and finance. * Fluency in English. Portuguese proficiency is as plus. * Experience in applying analytics and continuous improvement projects in supply chain areas. **Preferred:** * Experience working with business intelligence tools/software to analyze data of BI tools environment \[Power BI, Tableau, QlikView, Python language]