Standard Operating Procedure Analyst

Build your best future with the Johnson Controls team

As a global leader in smart, healthy and sustainable buildings, our mission is to reimagine the performance of buildings to serve people, places and the planet.  Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Johnson Controls family and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!

What we offer

Competitive salary and bonus plan

Paid vacation/holidays/sick time - 15 days of vacation first year

Comprehensive benefits package including 401K, medical, dental, and vision care - Available day one

Encouraging and collaborative team environment

Dedication to safety through our Zero Harm policy

JCI Employee discount programs (The Loop by Perk Spot)

Check us Out: A Day in the Life of the Building of the Future https://youtu.be/pdZMNrDJviY

What you will do

ln this customer experience role, you will be responsible for maintaining our processes to evaluate and publish Standard Operating Procedures for our North American contact centers. Additionally, you will be leading our MOST process to provide best-in-class collaboration for process improvements. You will also be consulted as a subject matter expert on the content in the SOP library and drive continuous improvement for the platforms that support both S0P's and the MOST process.

How you will do it

Partner with Leadership to understand the vision and develop the strategy around how Customer Care and the SOP platform and MOST process enables Standardization, Centralization, Optimization, and Automation.

Manage the Standards Portfolio with timelines and key milestones for implementations which include leading the MOST process to ensure procedure/policy updates and publications are made regularly to create a consistent customer experience. React to real time and emergency changes to drive change management within the BSNA customer care organization.

Collaborate with IT on the Program Roadmap(s) and project specific optimization. Define requirements for upgrades and platform changes.

Leverage BSNA resources to socialize possible changes and define steps needed for successful implementation to support SOP’s.

Establish and Maintain Governance Process through scheduled meetings and appropriate approval processes.  Manage Cross Center and National MOST processes.

What we look for

Required

• Bachelor’s degree in business (or related field) and/or 4 years of experience in customer care operations.
• Experience drafting procedures with the aim of effectively communicating change.
• Familiarity with a wide range of JCl standardized IT platforms with experience in MASterMind, CXOne and various JCI ERP’s.
• Fluency in Microsoft Office products (ie., Project, Excel, Word, Visio, Power Point)
• Familiarity with web page development and publication (ie., Dreamweaver, Frontpage, FTP file publication)
• Excellent written and verbal communication skills coupled with demonstrated judgment skills
• Successful track record of organizing, prioritizing work, and problem solving
• Detail oriented
• Self-motivated and organized
• Experience functioning as an effective team leader and team member

HIRING HOURLY RANGE: $67,500-84,400 (Hourly rate to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)  This position includes a competitive benefits package. For details, please visit the Employee Benefits tab on our main careers page at https://www.johnsoncontrols.com/careers.

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Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.