Technology Manager – Customer Experience & Digital Contracting

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

As guided by Our Credo Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson we respect the diversity and dignity of our employees and recognize their merit.

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We are seeking the best talent for a Technology Manager Customer Experience & Digital Contracting to be located in Raritan NJ.

The Technology Manager will lead Global Customer Experience (CX) Digital Contracting capabilities in a highly regulated healthcare environment. This role has endtoend accountability for technology strategy architecture engineering delivery and operations across Digital Contracting and Customer SelfService solutions.

The role partners closely with senior business and technology leaders across Supply Chain Commercial and IT to deliver secure scalable and integrated digital solutions that improve customer experience operational efficiency and business outcomes.

This is a Engineering Manager role requiring strong strategic ownership people leadership and selective handson technical engagement to ensure engineering excellence and reliable delivery.

Key Responsibilities

Technology Strategy & Delivery

• Drive and own digital technology strategy roadmap and execution with a focus on Digital Contracting and selfservice capabilities.
• Translate business priorities into clear technical roadmaps outcomes and delivery plans aligned with enterprise strategy.
• Partner with Product and Business Technology leaders to prioritize investments that maximize customer and business value.

Engineering Architecture & Operations

• Lead engineering development and DevOps for Digital Contracting platforms supporting pricing rebates and contracts.
• Define and govern endtoend architecture leveraging APIfirst eventdriven and microservicesbased patterns.
• Ensure reliable scalable and auditable integrated architecture across the CX ecosystem supporting customer commerce order fulfillment and contract lifecycle management.
• Provide handson technical leadership through architecture reviews design sessions POCs and complex issue resolution as needed.

AI & Innovation

• Drive applied AI/ML initiatives including Conversational AI LLM/RAG solutions predictive triage and agent frameworks.
• Increase automation responsiveness and customer experience through productiongrade AI solutions.
• Partner with data platform and security teams to operationalize AI safely at scale.

People & Talent Leadership

• Lead coach and develop a highperforming multidisciplinary engineering organization.
• Build a culture of accountability engineering excellence and continuous improvement.
• Own performance management talent development and workforce planning aligned to business needs.

Vendor Financial & Portfolio Management

• Manage strategic technology vendors and SaaS platforms including SAP Commerce and Model N.
• Own vendor performance contracts SLAs financials & statements of work for Dev Ops Vendors
• Align internal roadmaps with vendor roadmaps to maximize value and reduce risk.
• Lead budgeting financial planning and cost optimization for CX technology services.

Regulatory Security & Compliance

• Ensure CX platforms meet healthcare regulatory and compliance requirements (GxP SOX HIPAA Privacy GDPR).
• Partner with security and compliance teams to implement controls audits and risk mitigation.
• Balance speed innovation and risk in a regulated enterprise environment.

CrossFunctional Leadership & KPI Ownership

• Partner across Supply Chain Commercial Digital Contracting and IT to deliver value iteratively.
• Own CX and operational KPIs including touchless order rate order accuracy time to resolution CSAT/NPS and platform reliability.
• Use data and insights to drive measurable outcomes and continuous improvement.

Required Qualifications

• Bachelors degree in computer science Engineering Information Systems or related STEM field.
• 8 years of IT experience including 35 years of people leadership in CX digital contracting and eCommerce platforms.
• Proven delivery of largescale businesscritical CX solutions.
• Handson experience with Digital Contracting (e.g. Model N).
• Exposure/experience with e-Commerce solutions (such as SAP Commerce/Hybris)
• Strong expertise in modern integration and cloud architectures (APIs eventdriven systems middleware).
• Experience with cloud platforms containerization CI/CD and Infrastructure as Code.
• Practical experience delivering AI/ML solutions in production including LLMs and RAG patterns.
• Strong understanding of security privacy and compliance in regulated environments.
• Excellent communication and senior stakeholder engagement skills.

Preferred Qualifications

• Masters degree or advanced technical certifications.
• Experience in healthcare or regulated life sciences.
• Certifications in PMP ITIL cloud platforms or AI/ML.
• Experience with analytics conversational UX and customer journey design.

Leadership Profile

• Strategic outcomedriven leader who converts business needs into clear technology direction.
• Influential communicator with senior leaders vendors and crossfunctional teams.
• Strong judgment and prioritization in complex regulated environments.
• Proven ability to build develop and retain highperforming teams.

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 & 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 external applicants please contact us via internal employees contact AskGS to be directed to your accommodation resource.

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Manager