AI-Powered Customer Experience Leader, Vision Care

6094-Johnson & Johnson Vision Care, Inc. Legal Entity; Jacksonville (FL); On-site; USD 110,000 - 170,000; Full time

Job summary

Johnson & Johnson MedTech Vision Care in Jacksonville, FL, seeks a Senior Manager, Customer Experience, Learning & AI Enablement to transform service capabilities through AI, knowledge management, and customer insight. You will lead adoption of AI tools, quality programs, and learning strategies across the organization.

The role emphasizes transforming operations with data-driven decisions, cross-functional collaboration, and developing talent to elevate customer outcomes in a regulated,

Qualifications

• Bachelor’s degree in business, customer experience, organizational development, learning, communications, technology, analytics, or a related discipline.
• Seven or more years of progressive experience in Customer Service, customer experience, learning and development, quality, digital transformation, knowledge management, or a related function.
• Three or more years of people-leadership experience, including developing talent and delivering through others.
• Experience leading cross-functional programs, process improvements, or organizational change within a complex business environment.
• Demonstrated ability to analyze operational or customer data, identify patterns, investigate inconsistencies, and convert findings into action.
• Experience implementing or scaling AI, automation, CRM, digital-learning, knowledge-management, or related technology capabilities.

Responsibilities

• Lead the Customer Service voice-of-customer and interaction-insight strategy, including analytics using Qualtrics and related tools.
• Develop and execute the AI-enabled roadmap for Customer Service, aligning with technology, privacy, quality, and compliance.
• Own onboarding, continuing education, role-based capability building, and knowledge management; modernize learning with AI-assisted content.
• Lead Customer Service quality strategy, governance, and measurement across human and AI-supported interactions.
• Drive change readiness, adoption, and reinforcement for major transformations and digital initiatives.
• Lead, coach, and develop a high-performing team; manage budgets, vendors, and delivery commitments.

Skills

Customer Experience

People Leadership

AI Enablement

Change Management

Cross-functional Collaboration

Quality Assurance

Data Analysis

Stakeholder Management

Education

Bachelor’s degree

Tools

Microsoft Dynamics

Microsoft 365 Copilot

Power Platform

Qualtrics

SAP

CRM platforms

Job description

Johnson & Johnson MedTech Vision Care in Jacksonville, FL, seeks a Senior Manager, Customer Experience, Learning & AI Enablement to transform service capabilities through AI, knowledge management, and customer insight. You will lead adoption of AI tools, quality programs, and learning strategies across the organization.

The role emphasizes transforming operations with data-driven decisions, cross-functional collaboration, and developing talent to elevate customer outcomes in a regulated,