Work Cell Manager- Healthcare (Remote-U.S.) at Johnson Controls, Inc in Devens, Massachusetts

Job Description:

Johnson Controls is powered by your talent. We are the power behind the customer mission. Together we are building a world that’s safe, comfortable and sustainable. Our diverse global team creates innovative, integrated solutions to make cities more connected, buildings more intelligent and environments more comfortable and secure. We are all about improving outcomes for our partners. Tomorrow needs your talent. Tomorrow needs you. So let’s talk today.

What you will do:

The Work Cell Manager will help to create and operate a dedicated work team which will provide all-inclusive support to a selected few Strategic National Account customers.  The Work Cell will provide for a consistent, effortless experience to promote customer satisfaction, maximize account growth, and increase retention and revenue.  The National Account Work Cell will act as the single point of contact, organized to provide social excellence & enhance organizational health, and be designed and systematized for continuous improvement.

How you will do it:

• Lead, develop & provide coaching, mentoring and feedback to a team of approximately 15-20 work cell team members responsible for the entire customer lifecycle experience. (Contract Entry & Billing, Service Billing, Service Support, Quoted Services, Work Order Management) with the goal of providing an effortless customer experience for a dedicated strategic customer portfolio.


• Ensures that contracted services for the Work Cell customer portfolio are completed on time and within the scope of the contract. Manages the execution of projects and resolution of both internal and external escalations for accounts assigned to Work Cell.


• Responsible for invoicing accuracy and AR position of any work cell customers. Resolving invoicing disputes as needed to ensure speedy resolution.


• Develops new processes and procedures for Work Cell program, conducts roll out of new policies and procedures to Work Cell team and internal/external customers.


• Establish and track KPIs for work cell team and individual team members in order to provide necessary coaching and feedback. Ensure KPIs are tied to JCI strategic goals and drive Organizational Health.


• Supervise team as appropriate by acting as a visible leader being available for mentoring and coaching. Work closely with all staff members and peer supervisors to ensure open communication and consistency of work flow. 


• Act as ambassador for work cell customers with field teams to ensure the urgency and contract KPI compliance required is met.


• Responsible for all HR related employee topics.


• Other duties as assigned. 


• Where legally permissible, if hired, candidate is required to be fully vaccinated against Covid-19 no later than his/her start date, unless candidate has a valid medical condition or sincerely held religious belief precluding he/she from receiving the vaccine.

What we look for:

• 10 yrs. progressive service operations management experience.


• Superior communication, organization, follow up and time management skills.


• Demonstrated experience with successful customer escalation management while driving customer retention.


• Demonstrated ability to work across organizational boundaries driving alignment and engagement on behalf of the customers they represent.


• Demonstrated ability to drive continuous improvement in a customer facing organization.


• Bachelor?s degree required, Advance degree or Equivalent preferred.


• Experience in Healthcare and Joint Commission

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, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit www.johnsoncontrols.com/careers.