Customer Journey Engagement Director, Global Customer Solutions, MedTech Supply Chain

Johnson & Johnson Innovation; Raritan (NJ); On-site; USD 150,000 - 259,000; Full time

Job summary

Johnson & Johnson MedTech is hiring a Director, Global Business Systems & Processes to own end-to-end strategies for Customer Solutions globally. You will define architecture from CRM, case management and EDI to automation and GenAI, lead large-scale implementations, and ensure seamless customer experiences.

A hands-on leader blending technical judgment with business partnership is required. Responsibilities include setting multi-year roadmaps, vendor governance, and building a ~30-person

Qualifications

• 12+ years delivering enterprise systems and process transformations.
• Experience leading global, multi-functional delivery teams.
• Hands-on with integrations, APIs/EDI, middleware and governance.
• Experience with digital customer engagement platforms and adoption campaigns.
• Ability to partner with Commercial, Product to translate requirements.
• Data integrity and multi-country compliance experience.
• Strong influence, commercial savvy and leadership of professionals.

Responsibilities

• Define and own target architecture and multi-year roadmap for Global Business Systems.
• Lead vendor selection, contracts and integration strategy with Procurement and Legal.
• Govern releases, testing, cutovers and hypercare for low-risk deployments.
• Manage global EDI/API program and platform health across thousands of connections.
• Drive digital adoption campaigns to increase self-service and reduce manual touchpoints.
• Partner with Global CX, Regional CX and Commercial teams on customer solutions.
• Collaborate on pilots; own success measures and scale decisions.
• Ensure data integrity; align with IT and Data Governance for compliance.
• Build and scale a delivery organization of ~30 people with clear roles.

Skills

CRM

Case management

EDI/API

Integrations

Vendor management

Digital adoption

Data governance

Leadership

Global delivery

Education

Bachelor's degree

Advanced degree preferred

Tools

Microsoft Dynamics

Genesys

SAP

EDI platforms

Job description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions 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 jnj.com

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.

Job Function: Supply Chain Deliver

Job Sub Function: Deliver Excellence

Job Category: Professional

All Job Posting Locations: Raritan, New Jersey, United States of America

Job Description: Johnson & Johnson MedTech – Supply Chain is recruiting for a Director, Global Business Systems & Processes, located in the United States.

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your work will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Overview:

We’re hiring a systems-and-processes leader who will own the end-to-end business systems strategy for Customer Solutions globally — from CRM, case management and EDI/API to automation and GenAI. You’ll define the architecture and roadmap, lead large-scale implementations, and ensure systems and processes deliver a seamless customer experience for MedTech. This is a hands‑on delivery role that blends technical judgment, commercial partnership and people leadership.

Key responsibilities:

• Define and own the target architecture and multi-year roadmap for Global Business Systems; translate business priorities into a clear delivery plan.
• Lead vendor selection, contract governance and integration strategy for core platforms; partner with Procurement and Legal on commercial terms that support scale and flexibility.
• Operate release and change governance: prioritize releases, manage testing, cutovers, rollback and hypercare to ensure low-risk deployments across regions.
• Manage the global EDI/API program and platform health — ensure stable operations across thousands of customer connections and lead remediation for complex issues.
• Drive digital adoption campaigns (order automation, portal, EDI) in partnership with Commercial and regional teams to increase self‑service and reduce manual touchpoints.
• Partner with Global CX, Regional CX and Commercial teams to ensure design and that new customer‑facing solutions meet minimum experience criteria.
• Collaborate on pilots and new solution criteria; own measures of success for pilots and scale decisions.
• Ensure data integrity across systems; partner with IT and Data Governance to meet compliance and regulatory requirements.
• Build, coach and scale a delivery organization: set objectives, manage ~30-person organization, and ensure clear roles, priorities and capability development.

Qualifications:

Education:

• Bachelor’s degree required; advanced degree preferred

Experience and skills:

Required:

• 12+ years of experience delivering enterprise systems and process transformations (CRM, case management, EDI/API or similar).
• Strong track record leading global, multi functional delivery teams and managing third‑party vendors.
• Hands‑on experience with integrations, APIs/EDI, middleware and release governance.
• Experience operating digital customer engagement platforms (portal, order automation) and driving adoption campaigns.
• Demonstrated ability to partner with Commercial, Product translate customer and employee personas requirements into system capabilities.
• Demonstrable experience in data integrity, master data practices and compliance for multi‑country operations.
• Strong team member influence, commercial savvy and experience leading professional‑level resources.

Preferred:

• Practical experience with Microsoft Dynamics, Genesys, SAP or comparable enterprise platforms.
• Experience running large EDI footprints (thousands of connections) and complex customer integrations.
• Background in regulated environments (healthcare / life sciences) and familiarity with relevant compliance frameworks.
• Prior exposure to automation/GenAI pilots and pragmatic scaling of intelligent automation.
• Experience with NA Deliver solutions landscape, franchise business processes, or planning/financial processes is a plus.

Other:

• Language requirements: English required; other languages a plus depending on location.
• Travel: Approximately 10% globally (may vary by program needs; occasionally up to 20%).
• Reporting: Reports to Senior Director, Global Customer Solutions Excellence.
• Scope: Global

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 https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills: Analytical Reasoning, Cross-Functional Collaboration, Demand Forecasting, Distribution Management, Distribution Resource Planning (DRP), Financial Competence, Leadership, Lean Supply Chain Management, Operational Excellence, Order Management, Organizing, Process Optimization, Procurement Policies, Strategic Supply Chain Management, Tactical Planning, Technical Credibility, Volatility, Uncertainty, Complexity, and Ambiguity (VUCA) Readiness

The anticipated base pay range for this position is : $150,000.00 - $258,750.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company’s long-term incentive program.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation –120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year

Holiday pay, including Floating Holidays –13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave – 80 hours in a 52-week rolling period10 days

Volunteer Leave – 32 hours per calendar year

Military Spouse Time-Off – 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits