Director Supply Chain Customer Service (Center City)

Job Details

The Director of Supply Chain Customer Service and Continuous Improvement will lead all talent management initiatives and efforts for TJU’s supply chain management organization, and all Supply Chain customer service-related efforts enterprise-wide. This position is instrumental in developing and executing strategies to attract, develop, promote, and retain high-quality supply chain management talent. This role also includes driving initiatives to build a robust and agile workforce capable of evolving to meet the needs of TJU while maintaining industry leading practice standards for health system supply chain management organizations. This is a highly strategic role, that is accountable for developing and implementing strategies to improve the operational effectiveness, skills, knowledge of the greater Supply Chain organization through the work delivered by their team, as well as the knowledge and experience of the overall enterprise through Supply Chain customer service delivery.

Job Description

Essential Functions

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.

Manage and Professionally Develop Supply Chain Education Team:

• Provide leadership, mentorship, and professional development opportunities to team.
• Develop a comprehensive talent management strategy aligning with TJU goals and promoting a high-quality workforce.
• Liaison with the HR team to ensure a seamless transition between recruitment and onboarding

Employee Onboarding Program Oversight:

• Develop and execute an employee onboarding program that attracts high-quality candidates and provides them with the skills to succeed from day one.
• Collaborate with HR to validate the employee onboarding program meets TJU standards.
• Liaison with the HR team to ensure a seamless transition between recruitment and onboarding

Continuous Education Program Oversight:

• Develop and execute a continuous education program that refines SCM employee skills and provides them with the tools for continuous improvement, development, and promotion.
• Collaborate with HR and other key SCM leaders to monitor the effectiveness of the continuous education program, refining and updating the program as needed

Talent Management Performance Management:

• Identify and develop key performance indicators (KPIs) for monitoring the talent management programs’ effectiveness.
• Utilize workforce analytics and dashboards to monitor the effectiveness of the talent management programs.
• Conduct consistent reviews of the program, policies, and processes

Set Customer Service Standards

• Develop, implement, and regularly review and revise customer service standards and service level agreements (SLAs) to ensure high-quality service delivery.
• Communicate customer service expectations clearly to the Customer Service Associate and the broader supply chain team

Monitor Customer Service Compliance:

• Monitor the Customer Service Associate's compliance with established SLAs; provide coaching and support to the Customer Service Associate to achieve high performance
• Conduct root cause analysis when SLA deviations are identified and implement corrective actions to prevent recurrence.

Minimum Education and Experience Requirements:

Education:

Bachelor’s Degree; or equivalent work experience

AND

Experience:

4 or more years in project management, human resource management, and/or supply chain roles, preferably previous experience in training and development

Minimum Certifications, Registration or License Requirements:

None required, Advanced Project Management or Lean Six Sigma certifications are a plus

Microsoft Excel Certificate a plus

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Primary Location Address

1101 Market, Philadelphia, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University , home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200 undergraduate and graduate programs to more than 8,300 students. Jefferson Health , nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.