Customer Service Value Stream Lead (Duration Based)

Brighter Signals; New Brunswick (NJ); On-site; USD 94,000 - 152,000; Full time

Benefits offered by this job

Vacation 120 hours/year

Sick time 40 hours/year

Holiday pay 13 days/year

Parental Leave 480 hours/year

Job summary

Johnson & Johnson is seeking a Deliver Customer Service Workstream Lead to support the North America customer service business processes within the Transcend program. You will partner with global and local teams to ensure template build decisions are practical, scalable, and adoption-ready for end users.

The role focuses on leading test planning, data readiness, and cutover activities, while aligning local needs with the global OTC strategy to drive successful deployment in the MedTech Dynamo

Qualifications

• 3+ years of related business experience in Supply Chain or Order to Cash processes
• A minimum of a Bachelor's degree
• Subject‑matter expertise in Order‑to‑Cash capabilities within an SAP environment
• Ability to drive timely decision‑making and execution against defined plans while managing risk
• Ability to operate effectively in ambiguity, manage competing demands, and demonstrate resilience during transformation
• Balance and align diverse stakeholder priorities to enable consistent process adoption and business readiness
• Strong analytical and problem‑solving skills to assess current‑state processes, identify gaps and inefficiencies, and drive continuous improvement
• Proficiency with SAP including modules relevant to the Value Stream, (i.e. Order Fulfillment, Deliveries, Invoicing, Returns, etc).

Responsibilities

• Participate in solution confirmation workshops, ensuring alignment to order management requirements
• Serve as a Deliver business representative, providing guidance on global, local, and specialized process requirements and resolving functional questions
• Drive Deliver change impact assessment and readiness planning across the order to cash deployment
• Represent Customer Service in system demos and design reviews, providing structured, strategic feedback
• Oversee data readiness, including data cleansing, validation, and deployment preparedness
• Define and govern test scenarios to support end‑to‑end O2C validation
• Lead validation activities for workstreams through integrated testing and business simulations
• Assess and communicate solution impacts to key performance indicators, service levels, and customer experience
• Ensure SOPs and work instructions are updated, completed, and approved prior to deployment
• Provide leadership support for cutover planning, training execution, post‑go‑live deployment, and early‑life stabilization activities

Skills

Order-to-Cash

SAP knowledge

Analytical thinking

Communication

Education

Bachelor's degree

Tools

SAP ERP

Order Fulfillment module

Deliveries module

Invoicing module

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

New Brunswick, New Jersey, United States of America, Raritan, New Jersey, United States of America

Job Description

About Medtech

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 https://www.jnj.com/.

Remote work options may be considered on a case‑by‑case basis and if approved by the Company.

This is a Duration Based role for 28 months.

Transcend is a global business transformation program that will modernize our foundational transactional processes and harmonize them into one “clean” ERP as a standardized platform for growth and efficiency gains. This program will simplify the Med Tech ERP landscape, standardizing processes to have a cost-effective, fit-for-purpose digital backbone that will enable us to support the MedTech business with agility.

Please note this role is located primarily in Raritan, NJ however considerations will also be given to other Johnson & Johnson site in the United States. Remote work options may be considered on a case‑by‑case basis and if approved by the Company for United States based candidates.

We are searching for the best talent for Transcend: Team Lead, Deliver Workstream, MedTech – Dynamo Deployment

We are seeking a Deliver Customer Service Workstream Lead to play a meaningful role in ensuring the pre-defined global Transcend Order‑to‑Cash (OTC) template effectively supports the North America customer service business processes for DC network strategies. This role partners with functional and cross‑functional teams to represent Deliver Customer Service requirements, validate template build decisions, and ensure solutions are practical, scalable, and adoption‑ready for end users. The role champions the Transcend Dynamo solution within Deliver, guiding process alignment, testing, and change enablement to ensure readiness, consistency, and successful deployment

Key Responsibilities

• Participate in solution confirmation workshops, ensuring alignment to order management requirements
• Serve as a Deliver business representative, providing guidance on global, local, and specialized process requirements and resolving functional questions
• Drive Deliver change impact assessment and readiness planning across the order to cash deployment
• Represent Customer Service in system demos and design reviews, providing structured, strategic feedback
• Oversee data readiness, including data cleansing, validation, and deployment preparedness
• Define and govern test scenarios to support end‑to‑end O2C validation
• Lead validation activities for workstreams through integrated testing and business simulations
• Assess and communicate solution impacts to key performance indicators, service levels, and customer experience
• Ensure SOPs and work instructions are updated, completed, and approved prior to deployment
• Provide leadership support for cutover planning, training execution, post‑go‑live deployment, and early‑life stabilization activities

Qualifications

Required:

• Minimum three (3) years of related business experience in Supply Chain or Order to Cash Processes
• A minimum of a Bachelor's degree
• Subject‑matter expertise in Order‑to‑Cash capabilities within an SAP environment
• Ability to drive timely decision‑making and execution against defined plans while managing risk and dependencies
• Ability to operate effectively in ambiguity, manage competing demands, and demonstrate resilience during transformation
• Balance and align diverse stakeholder priorities to enable consistent process adoption and business readiness
• Strong analytical and problem‑solving skills to assess current‑state processes, identify gaps and inefficiencies, and drive continuous improvement
• Proficiency with SAP including modules relevant to the Value Stream, (i.e. Order Fulfillment, Deliveries, Invoicing, Returns, etc).

Preferred

• Experience in the MedTech industry.

Other

• Ability to travel up to 20% of the time both domestically and internationally.

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 under 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. If you are under 18 years of age you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check.

Preferred Skills:

• Analytical Reasoning
• Coaching
• Communication
• Data Reporting
• Demand Forecasting
• Distribution Management
• Distribution Resource Planning (DRP)
• Lean Supply Chain Management
• Operational Excellence
• Order Management
• Organizing
• Problem Solving
• Process Oriented
• Procurement Policies
• Quality Assurance (QA)
• Standard Operating Procedure (SOP)
• Strategic Supply Chain Management
• Supply Chain

The anticipated base pay range for this position is :

$94,000.00 - $151,800.00

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)).

Benefits

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