Customer Experience Service Owner Senior Manager - Johnson and Johnson
Raritan, NJ 08869
About the Job
At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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/.
For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world's most pressing healthcare challenges.
We know that the success of our business - and our ability to deliver meaningful solutions - depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.
At Johnson & Johnson, we all belong.
The world's most comprehensive healthcare product manufacturer, Johnson & Johnson, has been rapidly embracing digital transformation. We work to enhance the lives of our patients, customers, and employees while providing distinctively unmet requirements by showcasing the power of digital technology and data.
In order to plan and provide high-value capabilities for the important business functions of the J&J Supply Chain organizations, the Technology Services Senior Manager will be in charge of a group of technical architects, developers, and functional analysts. The person will act as a leader within a High Performing Product Squad focusing on e-commerce solutions, which will allow the J&J supply chain organization to have a strong digital portfolio of scalable analytical capabilities.
Our company is looking for a creative problem solver who can work with our business and technology partners to achieve results that will benefit our patients, physicians, nurses, and all other product users! This position is perfect for you if you're motivated by new insights, pushing the boundaries of the status quo, producing innovations, and suggesting the best ways to leverage technology to help the business. The Technology Services Senior Manager will play a key role in deploying the next generation of Johnson & Johnson's e-commerce solutions.
Major Duties & Responsibilities:
- Define Industrialization of Service Line: Shape value proposition that outlines the ability to create innovative and industry-leading e-commerce assets. Develop talent pool and foster a culture for innovative thinking. Manage the financials (cost to serve) and continuously improve the service model. Develop a technical roadmap that includes upgrades, security, elimination of technical debt and etc.
- Strategic Planning: Develop and communicate a strategic vision for e-commerce and supply chain CX architecture for all customer engagement channels within the organization, aligning it with business goals and objectives with leadership teams.
- Team Leadership: Build, lead, and manage a team of e-commerce developers and architects, providing guidance and support for their professional growth.
- Architecture Design and Development: Define the architectural standards and best practices for the design and development of new service-based commerce features, ensuring scalability, security, and maintainability.
- Technology Selection: Evaluate and select appropriate technologies, frameworks, and tools for Supply Chain CX architecture development, keeping up-to-date with industry trends.
- Innovation: Stay abreast of industry trends and emerging technologies in the supply chain CX space and explore opportunities to leverage them for the organization's benefit.
- Establishes a workplace where assisting the individuals, patients, and organizations we interact with is our unwavering priority.
- An exemplary leader who prioritizes business agility and agile delivery with a fail-fast strategy.
- Removes obstacles, promotes a culture of accountability and empowerment, lowers the appropriate threshold for decision-making, and clarifies the goal and vision.
- Bachelor's degree in digital leadership, software engineering, information technology, or a related field.
- Minimum of 5 years of experience with an industry-leading e-commerce application; preferably in SAP Commerce Cloud (or comparable industry leading solution).
- Minimum of 7 years leading technical teams and collaborating closely with business executives.
- Proven track record of successfully delivering complex e-commerce solutions across B2B domain using the Agile framework.
- Understanding of headless and microservices architecture with strong experience leading teams through the design and development of integrations to ERP systems.
- Ability to understand the CX needs and correlate the terms in the supply chain; supply chain functional knowledge is mandatory.
- Proven track record of successfully completing the innovation pipeline, from business idea creation to capital acquisition and implementation.
- Strong leadership, communication, and interpersonal skills
Preferred:
- Consulting experience in commercial and supply chain CX space and demonstrated strength in examining issues, shaping strategy & influencing effectively across the organization, driving people, process & technology change.
- Given the global nature of the position, the ideal applicant will have knowledge of regional cultural nuances and a track record of working across time zones. Managing the demands of multicultural and multiregional product owners is the goal.
The anticipated base pay range for this position is $120,000 to $207,000.
The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar/performance year. Bonuses are awarded at the Company's discretion on an individual basis.
- Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
- Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).
- Employees are eligible for the following time off benefits:
- Vacation - up to 120 hours per calendar year
- Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington - up to 56 hours per calendar year
- Holiday pay, including Floating Holidays - up to 13 days per calendar year
- Work, Personal and Family Time - up to 40 hours per calendar year
Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
