Manager, FRM Experience and Operations - Johnson & Johnson HCS, Inc
6077-Johnson & Johnson HCS Inc. Legal Entity
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Job summary
Johnson & Johnson Innovative Medicine seeks a Manager, FRM Experience and Operations in Titusville, NJ. You will lead business-facing operational support for the withMe platform, coordinate with BPOs and technical teams, and drive process improvements to ensure seamless adoption and usage across FRMs.
This role emphasizes collaboration, product operations, and analytics. The position reports to the Associate Director and involves sprint planning, testing, and release activities, with 25% travel
Qualifications
- Bachelor's degree required; ideally in Technology, Business Marketing Operations or related fields.
- 2+ years of relevant business experience in digital product management or operations, field reimbursement, marketing, or commercial operations.
- Experience in operations and internal systems management.
- Background in Agile methodologies and digital transformation initiatives.
- Strong collaboration skills with cross-functional partners in matrixed organizations.
- Familiarity with Salesforce, Veeva, Tableau, Power BI or similar applications is a plus.
- Commitment to learning emerging technologies through exploration and iteration.
Responsibilities
- Serve as primary business owner for FRM Experience and Operations for the withMe platform.
- Lead post-hypercare business oversight of the support process and optimize workflows.
- Monitor general platform inquiries and ensure L1 team readiness with support from BPOs.
- Track enhancement requests and route to appropriate BPOs for governance.
- Collaborate with BPOs and technical teams to resolve incidents and follow up with reporters.
- Participate in FRM product operations meetings and manage product roadmaps and testing cycles.
- Manage current-state capabilities for Oncology and Neuroscience FRMs and plan future onboarding.
Skills
Education
Tools
Job description
At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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: Digital Marketing Job Sub Function: Digital Product Management Job Category: Professional All Job Posting Locations: Titusville, New Jersey, United States of America
Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way. Learn more at https://www.jnj.com/innovative-medicine
Johnson & Johnson Innovative Medicine’s Patient Engagement and Customer Solutions (PECS) team is recruiting for a Manager, FRM Experience and Operations which will be based in Titusville, NJ. PECS is committed to setting the standard on Patient Experience (Px), building more personalized, seamless, and supportive experiences to help patients start and stay on treatments across the portfolio.
An important aspect of patient unmet need includes helping them start and stay on their medicine for the best chance at treatment success. The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with Johnson & Johnson Innovative Medicine therapies, to help overcome challenges to fulfillment, on-boarding, and adherence. The Manager, FRM Experience and Operations will report to the Associate Director, FRM Experience Product Owner, and will lead the business-facing operational support activities for the withMe platform and will also work to identify patterns in issues and questions from platform users to generate insights to inform product development. The individual will also track platform utilization by FRMs and develop innovative product impact and deployment strategies for flawless implementation. Additionally, the individual will participate in daily activities to support the execution of the product roadmap, including sprint planning, prioritization, testing, and release management, in partnership with technical and implementation partners.
- Serve as the primary business owner for triaging support requests during IMPACT go-live hypercare, in partnership with BPOs, TPOs, and operational support team.
- Lead the post-hypercare business oversight of the support process, including monitoring daily execution of operational support activities by all involved parties and partnering with JJT to optimize processes to improve effectiveness and efficiency.
- Monitor general platform inquiries that come in through the support process, ensuring L1 team is equipped to respond to inquiries with support from BPOs.
- Monitor enhancement requests that come in through the support process, ensuring they are routed to the proper BPOs for assessment and governance.
- Collaborate with respective BPOs and technical teams to facilitate the resolution of incidents and ensure proper follow‑up with issue reporters is being fulfilled.
- Participate in FRM product operations meetings, such as sprint planning and refinement sessions; ensure efficient and flawless execution of the product roadmap; assist in the execution of product testing cycles; partner with technical and implementation partners to manage releases.
- Manage current‑state capabilities for Oncology and Neuroscience FRMs, ensuring a smooth roadmap to onboarding ONC & NS in a future IMPACT release.
- Collaborating with relevant stakeholders, including but not limited to Technology Services, PECS Solutions Teams, Commercial Operations & Deployment, AI for Patient Engagement & Advanced Analytics, Legal, Medical and Regulatory to define and execute strategy in a matrixed environment.
- Support operations aligned to key field reimbursement execution initiatives (e.g., product launches, technology enhancements, team expansions, and team structure changes).
- Collaborate across departments and business solutions teams to create shared goals, alignment, and accountability across stakeholders.
- Partner with FRM Field Operations to shape innovative learning and development opportunities and training curriculum.
- Ensure training content and materials comply fully with HCC, Regulatory, and Company guidelines and receive appropriate approvals.
- A minimum of a bachelor's degree is required, ideally in Technology, Business Marketing Operations or related fields.
- A minimum of 2 years of relevant business experience in digital product management or operations, field reimbursement, marketing, or commercial operations.
- Experience in operations and internal systems management.
- Background in Agile methodologies and digital transformation initiatives.
- Strong collaboration skills with expertise in bringing together cross‑functional partners in matrixed organizations.
- Expertise with all Microsoft applications (Excel, Word, PowerPoint, etc.).
- Excellent written and oral communication, facilitation, and platform skills.
- Possess strong analytical thinking abilities, demonstrate strategic thinking and planning and work well in a matrix environment without direct line authority.
- Familiarity with tools such as Salesforce, Veeva, Tableau, Power BI, or similar applications is a plus.
- Demonstrated commitment to learning emerging technologies, such as AI, through exploration, iteration, and applying new tools over time.
- Applications Support
- Business Requirements Analysis
- Collaboration
- Consulting
- Customer Analytics
- Data Science
- Data Structures
- Digital Fluency
- Digital Marketing
- Digital Strategy
- Emerging Technologies
- Global Market
- Negotiation
- Process Improvements
- Product Development
- Report Writing
- Technical Credibility
- Applications Support
- Business Requirements Analysis
- Collaboration
- Consulting
- Customer Analytics
- Data Science
- Data Structures
- Digital Fluency
- Digital Marketing
- Digital Strategy
- Emerging Technologies
- Global Market
- Negotiation
- Process Improvements
- Product Development
- Report Writing
- Technical Credibility
The anticipated base pay range for this position is : $117,000.00 - $201,250.00
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 period
- 10 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
The position is home office based in Titusville, NJ, and/or Horsham, PA, and requires up to 25% travel.
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, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.
At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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/.
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