Delivery Lead – Customer Service & O2C Transformation

Johnson & Johnson Co.; Oregon; Hybrid; USD 94,000 - 152,000; Full time

Job summary

Johnson & Johnson is seeking a Deliver Customer Service Workstream Lead to support the North America order-to-cash processes within the Transcend ERP transformation program. This role partners with cross‑functional teams to align deliverables, validate template decisions, and ensure scalable, adoption‑ready solutions for end users.

The candidate will lead testing, data readiness, and cutover activities while guiding change management and process improvements across the O2C landscape.

Qualifications

• Minimum three (3) years of related business experience in Supply Chain or Order to Cash Processes.
• Bachelor's degree required.
• 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 in ambiguity and manage competing demands during transformation.
• Balance and align diverse stakeholder priorities to enable process adoption.
• Strong analytical and problem‑solving skills for current‑state assessment.
• Proficiency with SAP modules relevant to Value Stream such as Order Fulfillment, Deliveries, Invoicing, Returns.

Responsibilities

• Participate in solution confirmation workshops aligned to order management requirements.
• Serve as Deliver business representative, guiding global/local process requirements and resolving questions.
• Drive change impact assessment and readiness planning across the O2C deployment.
• Represent Customer Service in system demos and design reviews.
• Oversee data readiness including cleansing, validation, and deployment readiness.
• Define and govern test scenarios to support end‑to‑end O2C validation.
• Lead validation activities for workstreams through integrated testing and simulations.
• Assess and communicate solution impacts to KPIs, SLAs and customer experience.
• Ensure SOPs and work instructions are updated and approved prior to deployment.
• Provide leadership support for cutover planning, training, deployment, and stabilization.

Skills

Supply Chain

Order to Cash

Stakeholder management

Analytical skills

Change management

Decision making

Education

Bachelor's degree

Tools

SAP

Job description

Johnson & Johnson is seeking a Deliver Customer Service Workstream Lead to support the North America order-to-cash processes within the Transcend ERP transformation program. This role partners with cross‑functional teams to align deliverables, validate template decisions, and ensure scalable, adoption‑ready solutions for end users.

The candidate will lead testing, data readiness, and cutover activities while guiding change management and process improvements across the O2C landscape.