Customer Experience Solutions Senior Manager

3 weeks ago

Raritan, New Jersey, United States Johnson & Johnson Full time
Johnson & Johnson is currently recruiting for a Customer Experience Solutions Senior Manager , within the Deliver customer experience development product group in the Supply Chain Technology Service Organization. This role is located Raritan, NJ.

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

In order to plan and provide high-value capabilities for the important business functions of the J&J Supply Chain organizations, the Technology Services Senior Manager will be in charge of a group of technical architects, developers, and product analysts. The person will help establish effective High Performing Product Squads, which will allow the J&J supply chain organization to have a strong digital portfolio of scalable analytical capabilities. Products include API implementation for S4 Hana migration, CX architecture shaping from a technological standpoint, support for various CX services like Commerce, Contract Manager, EDI, Analytics and data discovery solutions, and Supply Chain API / Microservice strategies in the CX space.

Our company is looking for a creative problem solver who can work with our business partners to achieve results that will benefit our patients, physicians, nurses, and all other product users This position is perfect for you if you're motivated by new insights, pushing the boundaries of the status quo, producing innovations, and suggesting the best ways to leverage technology to help the business. In order to discover information needs and produce innovative analytics products that provide value beyond what is currently available, you will be leading a vendor team that closely collaborates with our business technology peers.

As part of your team's assignment, you will work with business analytics teams to develop cutting-edge self-service analytics solutions, such as those utilizing AI and ML, in order to provide insights that will enhance both the supply chain's operations and the customer experience.

Major Duties & Responsibilities:
  • Define Industrialization of Service Line: Shape value proposition that outlines the ability to efficiently scale and provide cost savings and ability to leverage additional internal assets. Develop talent pool and foster a culture for innovative thinking. Manage the financials (cost to serve) and continuously improve the service model. Develop a technical roadmap that includes upgrades, security, elimination of technical debt and etc.
  • Strategic Planning: Develop and communicate a strategic vision for customer order services and supply chain CX architecture for all customer engagement channels within the organization, aligning it with business goals and objectives with leadership teams.
  • Team Leadership: Build, lead, and manage a team of API and microservices developers and architects, providing guidance and support for their professional growth.
  • Architecture Design: Define the architectural standards and best practices for building APIs and microservices, ensuring scalability, security, and maintainability.
  • API and Microservices Development: Oversee the development of APIs and microservices, ensuring they meet quality and performance standards. This may include hands-on coding or code review.
  • Technology Selection: Evaluate and select appropriate technologies, frameworks, and tools for Supply Chain CX architecture development, keeping up-to-date with industry trends
  • Innovation: Stay abreast of industry trends and emerging technologies in the supply chain CX space and explore opportunities to leverage them for the organization's benefit.

Leadership skills and behaviors:
  • Establishes a workplace where assisting the individuals, patients, and organizations we interact with is our unwavering priority..
  • An exemplary leader who prioritizes business agility and agile delivery with a fail-fast strategy.
  • Removes obstacles, promotes a culture of accountability and empowerment, lowers the appropriate threshold for decision-making, and clarifies the goal and vision.

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