Senior Manager, AI-Driven CX & Vision Care (Onsite)

Johnson & Johnson MedTech; Jacksonville (FL); On-site; USD 140,000 - 190,000; Full time

Job summary

Johnson & Johnson MedTech Vision Care, a member of Johnson & Jons’ Family of Companies, is currently recruiting for a Senior Manager, Customer Experience, to be located in our Jacksonville FL, location. 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.

Qualifications

• Bachelor’s degree in business, CX, organizational development, learning, communications, technology, analytics, or a related discipline.
• Seven or more years of progressive experience in Customer Service, customer experience, learning and development, quality, digital transformation, knowledge management, or a related function.
• Three or more years of people-leadership experience, including responsibility for developing talent and delivering through others.
• Demonstrated experience leading cross-functional programs, process improvements, or organizational change within a complex business environment.
• Experience implementing or scaling AI, automation, CRM, digital-learning, voice-of-customer, knowledge-management, or related technology capabilities.

Responsibilities

• Lead the Customer Service voice-of-customer and interaction-insight strategy, including the effective use of Qualtrics and related analytics.
• Identify patterns, pain points, unmet needs, digital-adoption opportunities, and potential growth or cost opportunities within customer interactions.
• Translate customer intelligence into clear recommendations, targeted interventions, and measurable outcomes.
• Partner with Commercial, Operations, IT, Finance, Quality, and other functions to address cross-functional customer issues.
• Develop and execute the Customer Service AI-enablement roadmap in alignment with enterprise technology, privacy, quality, and compliance requirements.

Skills

Leadership

Data analysis

AI/Automation

Cross-functional collaboration

Communication

Change management

Problem solving

Education

Bachelor’s degree in business, CX, organizational development, learning, communications, technology, analytics, or related discipline

Tools

Microsoft Dynamics

Microsoft 365 Copilot

Power Platform

Qualtrics

CRM platforms

Job description

Johnson & Johnson MedTech Vision Care, a member of Johnson & Jons’ Family of Companies, is currently recruiting for a Senior Manager, Customer Experience, to be located in our Jacksonville FL, location. 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.