Senior Manager, Product Operations & Testing

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The Global Services (GS) Interaction Model Demand & Service Excellence team is recruiting for a Senior Manager Product Operations & Testing. This leader will be responsible for defining and leading the cross-functional business testing strategy and operational management practices that support the GS Interaction Model digital product portfolio.

This role serves as the central point of accountability for business-led testing activities including User Acceptance Testing (UAT) business validation launch readiness and operational acceptance processes across digital products including ServiceNow Genesys and associated technologies. The role ensures that new capabilities are delivered with the quality business readiness and operational stability required to support enterprise-scale employee experiences.

The Senior Manager Product Operations & Testing will partner closely with Business Product Management Johnson & Johnson Technology Experience Design Service Delivery Operations Experience Center teams and functional stakeholders to establish consistent testing standards testing governance launch readiness practices and product operational management processes.

In addition to testing leadership this role is accountable for overall product operations management ensuring products are supported through effective operational governance performance monitoring issue management continuous improvement and service optimization.

The role combines strategic leadership operational excellence quality management and stakeholder engagement to ensure that GS Interaction Model products deliver intended business outcomes while maintaining a high-quality employee experience.

• Define and lead the business testing strategy for GS Interaction Model digital products.
• Maintain and manage testing standards methodologies governance frameworks and quality controls across the product portfolio.
• Create a scalable testing operating model that supports multiple concurrent product launches and enhancement initiatives.
• Establish testing entry and exit criteria quality gates defect management processes and business acceptance standards.
• Drive standardization of testing artifacts templates reporting and readiness assessments.
• Ensure testing practices align with business objectives risk tolerance compliance requirements and customer experience expectations.

• Lead all business-owned testing activities including:
  • User Acceptance Testing (UAT)
  • Business Validation Testing
  • Operational Acceptance Testing
  • End-to-End Process Testing
  • Launch Readiness Validation
• Coordinate testing activities across functional stakeholders including:
  • Experience Center
  • Human Resources
  • Finance
  • Procurement
• Develop testing plans schedules resource requirements and execution strategies.
• Manage testing cycles across multiple products and launches.
• Ensure stakeholder participation and accountability throughout the testing lifecycle.
• Facilitate defect triage prioritization business impact assessments and testing decisions.

• Lead business readiness activities supporting product and platform releases.
• Establish business launch readiness criteria and governance processes.
• Coordinate validation of:
  • Business processes
  • Knowledge content
  • Communications
  • Training materials
  • Reporting requirements
  • Operational support processes
• Ensure all business and operational readiness activities are completed prior to production deployment.
• Provide executive readiness assessments and launch recommendations.

• Establish and lead the business operations model supporting GS Interaction Model digital products.
• Define business run operational governance processes across products and platforms.
• Partner with Service Delivery Operations and Technology teams to ensure stable product performance and supportability.
• Lead operational reviews focused on:
  • Performance
  • Adoption
  • Service quality
  • Deflection
  • Customer satisfaction
  • Product health
• Create operational dashboards KPIs and reporting mechanisms.
• Drive issue identification root cause analysis corrective actions and continuous improvement initiatives.

• Develop quality management frameworks supporting digital product delivery and operations.
• Identify assess and mitigate risks associated with launches product changes and operational processes.
• Ensure testing and operational practices meet internal governance compliance security and audit requirements.
• Monitor trends in defects incidents operational disruptions and customer feedback to improve quality outcomes.
• Lead post-launch reviews and lessons learned activities.

• Collaborate with Business Product Managers to align testing and operational priorities with product roadmaps and strategic objectives.
• Partner with Johnson & Johnson Technology teams to coordinate testing plans release schedules and production deployment activities.
• Serve as the primary business lead for testing governance and operational management activities.
• Facilitate alignment across product technology service delivery and business stakeholders.
• Communicate testing outcomes readiness status operational performance risks and recommendations to leadership.

• Identify opportunities to improve testing effectiveness launch quality operational efficiency and customer experience outcomes.
• Introduce automation standardization and best practices across testing and operational processes.
• Leverage analytics and performance data to identify trends and optimize service delivery.
• Foster a culture of quality accountability continuous learning and operational excellence.

• Minimum of a Bachelors degree in Business Technology Information Systems Operations Management Engineering Continuous Improvement or a related field.

• 8 years of experience in product operations testing management service management product management digital product delivery or related disciplines.
• Experience leading enterprise-scale User Acceptance Testing (UAT) programs and business validation activities.
• Experience establishing testing governance frameworks and quality management processes.
• Strong understanding of software development lifecycle (SDLC) agile delivery methodologies and release management practices.
• Experience managing cross-functional stakeholders across business and technology organizations.
• Strong operational management experience supporting enterprise digital products and platforms.
• Experience working with ServiceNow Genesys CRM solutions employee experience platforms or related technologies.
• Proven ability to manage multiple concurrent initiatives launches and stakeholder groups.
• Strong analytical problem-solving and decision-making capabilities.
• Excellent executive communication and stakeholder management skills.
• Experience developing operational metrics scorecards dashboards and performance reporting.
• Proficiency with Microsoft Office ServiceNow Genesys JIRA Confluence and reporting tools.
• Can work on a mid shift (3pm to 12mn).

• Experience supporting employee experience shared services digital workplace or service management organizations.
• Experience implementing testing automation operational excellence or quality management programs.
• Working knowledge of ITIL Product Operations DevOps or Service Management practices.
• Certified Scrum Product Owner (CSPO) Certified Scrum Master (CSM) SAFe ITIL PMP or equivalent professional certifications.
• Experience leading organizational transformation platform modernization or service management initiatives.

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