Senior Manager, Customer Experience & AI Enablement

Biopharma Careers

Jacksonville (TX)

On-site

USD 140,000 - 180,000

Full time

13 days ago

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Job summary

Johnson & Johnson MedTech Vision Care in Jacksonville, FL seeks a Senior Manager, Customer Experience, Learning & AI Enablement to lead transformation of Customer Service capabilities through AI, knowledge management, and customer insight. The role focuses on turning data into actionable improvements while aligning with privacy and quality controls.

You will drive adoption of AI-enabled copilots, define onboarding and knowledge management strategies, and build a high-performing team with a

Qualifications

Bachelor's degree in business, customer experience, organizational development, learning, analytics, or related discipline.
Seven or more years of progressive experience in Customer Service, customer experience, learning and development, quality, digital transformation, knowledge management, or 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.
Demonstrated ability to analyze operational or customer data, identify patterns, investigate inconsistencies, and convert findings into action.
Experience implementing or scaling AI, automation, CRM, digital-learning, knowledge-management, or related technology capabilities.
Strong written, verbal, presentation, facilitation, and stakeholder-management skills.
Demonstrated judgment in regulated, quality-sensitive, or compliance-focused environments.

Responsibilities

Lead the customer service voice-of-customer and interaction-insight strategy using Qualtrics and related analytics.
Identify patterns, pain points, unmet needs, digital-adoption opportunities, and 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-enabled roadmap in alignment with enterprise technology, privacy, quality, and compliance requirements.
Identify and prioritize use cases for agent assistance, knowledge retrieval, content creation, and workflow improvement.
Lead adoption of copilots and AI-enabled tools, ensuring technology strengthens the human customer relationship.
Establish adoption, effectiveness, quality, and business-value measures for AI-enabled capabilities.
Own the onboarding, continuing education, role-based capability building, and knowledge management strategy.
Modernize learning through AI-assisted content development, embedded performance support, and searchable knowledge.
Reduce time to proficiency and improve accuracy, consistency, and accessibility of operational knowledge.
Ensure learning content, procedures, and knowledge assets are current, governed, and aligned with compliance.
Lead Customer Service quality strategy, governance, and measurement across human and AI-supported interactions.
Use data to identify root causes, capability gaps, process defects, and coaching opportunities.
Move quality from retrospective scoring toward proactive insight, prevention, and continuous improvement.