Senior Manager, Customer Excellence & Innovation

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at

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About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments finding cures and pioneering the path from lab to life while championing patients every step of the way.

Learn more at are searching for the best talent for a Senior Manager Customer Excellence & Innovation to be based in Titusville New Jersey Raritan New Jersey Malvern Pennsylvania Springhouse Pennsylvania Horsham Pennsylvania.

An internal pre-identified candidate has been identified. However all applications will be considered.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings we recommend focusing on the specific country(s) that align with your preferred location(s)

United States - Requisition Number: R-035182

Belgium - Requisition Number: R-040143

United Kingdom-Requisition Number: R-040133

Columbia- Requisition Number: R-040202

Key Responsibilities:

This role leads the global strategy deployment and governance of Customer Service enabling technologies including Salesforce (SFDC) Genesys and J&J Customer Connect ensuring global template integrity and alignment with the Customer Service strategy. As the Global Template Owner the position defines and delivers the global roadmap overseeing lifecycle management upgrades and change controls to enable consistent scalable platform deployment across regions. Acting as a Subject Matter Expert the role advises on platform capabilities innovation and integration with other digital tools to advance the Customer Excellence roadmap and address inefficiencies or local deviations. It partners closely with regional and global stakeholders to gather requirements design value-add enhancements and deliver solutions that enhance customer experience and operational efficiency. The position also manages budgets and financial planning within scope supporting annual and long-range business planning ROI evaluation and adoption tracking. Using performance metrics and analytics the role identifies improvement opportunities ensures compliance and drives continuous optimization through successful delivery of innovation pilots scalable capabilities and emerging technologies such as AI and RPA.

• Lead global strategy deployment and governance for CS platforms (SFDC JJCC Genesys etc) ensuring global template integrity and alignment with the CS strategy

• Define and deliver the global roadmap managing life cycle activities upgrades and change controls to enable consistent scalable platform deployment across regions.

• Act as Subject Matter Expert on platform capabilities advising on innovations integrations with other digital tools and advancement of the Customer Excellence roadmap related to inefficiencies and local deviations.

• Manage budgets and financial planning within associated scope supporting annual and long-range business planning in partnership with regional counterparts. Evaluation and measurement of ROI and adoption.

• Use performance metrics and analytics to identify improvement opportunities ensure compliance and continually optimize platform performance and service delivery through Successful delivery of innovation pilots and scalable capabilities.

Qualifications:
Education:

• A Bachelors degree is required an MBA is preferred .

• Requires a minimum of 6 years of experience from related roles within Customer Service Operations relating to technology capability.

• Minimum 2 years of Agile methodology required.

Johnson & Johnson is an 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 disability protected veteran status or other characteristics protected by federal state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants needs. If you are an individual with a disability and would like to request an accommodation please email the Employee Health Support Center () or contact AskGS to be directed to your accommodation resource.

The anticipated base pay range for this position is :

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Senior Manager