Global Customer Solutions Director (CRM & EDI)

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

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