Technology Manager – Customer Experience Engineering
Biopharma Careers
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Job summary
Johnson & Johnson is seeking a Technology Manager – Customer Experience Engineering to lead CX engineering across Touchless order automation and microservices in a highly regulated healthcare setting. You will own technology strategy, architecture, and delivery with hands-on leadership when needed.
The role partners with Supply Chain, Commercial, and IT to deploy secure, scalable digital solutions that improve customer experience, drive operational efficiency, and deliver business outcomes.
Qualifications
- Bachelor’s degree in computer science, engineering, information systems, or related STEM field.
- 8+ years IT experience with 3–5 years of people leadership in CX, Supply Chain, Microservices, integration patterns.
- Proven delivery of large-scale CX solutions with regulatory awareness.
Responsibilities
- Lead technology strategy, architecture, and delivery for CX platforms.
- Oversee API governance, versioning, and partner onboarding processes.
- Drive AI/ML initiatives and innovative automation across CX tech stack.
- Ensure security, privacy, and compliance in regulated environments.
Skills
Education
Tools
Job description
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. 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: Supply Chain Deliver
Job Sub Function: Multi-Family Supply Chain Deliver
Job Category: People Leader
All Job Posting Locations: Raritan, New Jersey, United States of America
Job Description: Johnson & Johnson is seeking a Technology Manager – Customer Experience Engineering to be located in Raritan, NJ.
The Technology Manager will lead Global Customer Experience (CX) Engineering capabilities in a highly regulated healthcare environment. This role has end‑to‑end accountability for technology strategy, architecture, engineering delivery, and operations across Touchless order automation and Microservices.
The role partners closely with senior business and technology leaders across Supply Chain, Commercial, and IT to deliver secure, scalable, and integrated digital solutions that improve customer experience, operational efficiency, and business outcomes.
This is a Engineering Manager role requiring strong strategic ownership, people leadership, and selective hands‑on technical engagement to ensure engineering excellence and reliable delivery.
- Drive and own digital technology strategy, roadmap, and execution, modernizing existing EDI capabilities and aligning them with an API/Microservices-first integration platform.
- Translate business priorities into clear technical roadmaps, outcomes, and delivery plans aligned with enterprise strategy.
- Own API governance: versioning policies, lifecycle, developer portal strategy, API documentation standards and partner onboarding/self-service processes.
- Partner with Product and Business Technology leaders to prioritize investments that maximize customer and business value within Supply chain.
- Drive and lead scalable, cloud-native microservices and API solutions (API gateway, service mesh, event streaming) to support all partner and internal integration needs.
- Lead engineering, development, and DevOps for platforms supporting Api management, enhancements and continuous CI/CD.
- Define and govern end‑to‑end architecture, leveraging API‑first, event‑driven, and microservices‑based patterns.
- Provide hands‑on technical leadership through architecture reviews, design sessions, POCs, and complex issue resolution, as needed.
- Drive applied AI/ML initiatives, including Conversational AI, LLM/RAG solutions, predictive triage, and agent frameworks.
- Derive and lead Innovation with agentic AI platforms or architecting AI-assisted automation or orchestration for integrations.
- Lead, coach, and develop a high‑performing, multidisciplinary engineering organization.
- Build a culture of accountability, engineering excellence, and continuous improvement.
- Own performance management, talent development, and workforce planning aligned to business needs.
- Own vendor performance, contracts, SLAs, financials, & statements of work for Dev Ops Vendors
- Align internal roadmaps with vendor roadmaps to maximize value and reduce risk.
- Lead budgeting, financial planning, and cost optimization for CX technology services.
- Ensure CX platforms meet healthcare regulatory and compliance requirements (GxP, SOX, HIPAA, Privacy, GDPR).
- Partner with security and compliance teams to implement controls, audits, and risk mitigation.
- Balance speed, innovation, and risk in a regulated enterprise environment.
- Partners across Supply Chain, Commercial, and IT to deliver value iteratively.
- Own CX and operational KPIs, including touchless order rate, order accuracy, time to resolution, CSAT/NPS, and platform reliability.
- Use data and insights to drive measurable outcomes and continuous improvement.
- Bachelor’s degree in computer science, Engineering, Information Systems, or related STEM field.
- 8+ years of IT experience, including 3–5 years of people leadership in CX, Supply Chain management, Microservices, Integration patterns.
- Proven delivery of large‑scale, business‑critical CX solutions.
- Hands‑on experience with EDI (IBM sterling, OpenText) and Microservices Platforms (AWS).
- Strong expertise in modern integration and cloud architectures (APIs, event‑driven systems, middleware).
- Experience with cloud platforms, containerization, CI/CD, and Infrastructure as Code.
- Practical experience delivering Agentic AI solutions.
- Understanding of SAP - OTC process with supply chain experience.
- Strong understanding of security, privacy, and compliance in regulated environments.
- Excellent communication and senior stakeholder engagement skills.
- Demonstrable experience shaping or leading an integration area, platform, or significant solution at a strategic level.
- Experience with cloud-native tech stacks (AWS preferred) and practical experience building services in Node.js (or equivalent).
- Master’s degree or advanced technical certifications.
- Hands-on experience enabling and onboarding EDI trading partners.
- Experience in healthcare or regulated life sciences.
- Experience with Microservices with AWS tech stack and EDI standards.
- Experience with agentic AI platforms or architecting AI-assisted automation or orchestration for integrations
- Strategic, outcome‑driven leader who converts business needs into clear technology direction.
- Influential communicator with senior leaders, vendors, and cross‑functional teams.
- Strong judgment and prioritization in complex, regulated environments.
- Proven ability to build, develop, and retain high‑performing teams.
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, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.
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)).
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 period10 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 anticipated base pay range for this position is : $102,000.00 - $177,100.00
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