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Job Function:
Supply Chain Deliver
Job Sub Function:
Deliver Excellence
Job Category:
Professional
All Job Posting Locations:
Raritan, New Jersey, United States of America
Job Description:
Johnson & Johnson MedTech – Supply Chain is recruiting for a Director, Global Business Systems & Processes, located in the United States.
About MedTech
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your work will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech
Overview:
We’re hiring a systems-and-processes leader who will own the end-to-end business systems strategy for Customer Solutions globally — from CRM, case management and EDI/API to automation and GenAI. You’ll define the architecture and roadmap, lead large-scale implementations, and ensure systems and processes deliver a seamless customer experience for MedTech. This is a hands-on delivery role that blends technical judgment, commercial partnership and people leadership.
In addition, this role serves as the global process owner for Customer Solutions, defining and governing end-to-end process standards, taxonomy, and ways of working to ensure consistency, scalability, and compliance across regions.
Key responsibilities:
- Own and govern end-to-end Customer Solutions processes globally — define process taxonomy, standards, and design principles to ensure harmonization across regions and platforms.
- Define and own the target architecture and aligned end-to-end process models, ensuring systems and processes are designed as an integrated, scalable operating model.
- Define multi-year roadmap for Global Business Systems; translate business priorities into a clear delivery plan.
- Lead vendor selection, contract governance and integration strategy for core platforms; partner with Procurement and Legal on commercial terms that support scale and flexibility.
- Operate release and change governance aligned with global process governance frameworks, ensuring process changes are standardized, documented, and deployed consistently across regions by managing testing, cutovers, rollback and hypercare to ensure low-risk deployments across regions.
- Lead the deployment and adoption of standardized processes, including documentation, training, and performance tracking to ensure consistent execution and measurable outcomes.
- Drive continuous improvement of global processes using data, automation, and AI, identifying opportunities to simplify workflows and eliminate non-value-added activities.
- Manage the global EDI/API program and platform health — ensure stable operations across thousands of customer connections and lead remediation for complex issues.
- Drive digital adoption campaigns (order automation, portal, EDI) in partnership with Commercial and regional teams to increase self-service and reduce manual touchpoints.
- Partner with Global CX, Regional CX and Commercial teams to ensure design and that new customer-facing solutions meet minimum experience criteria.
- Collaborate on pilots and new solution criteria; own measures of success for pilots and scale decisions.
- Ensure data integrity across systems; partner with IT and Data Governance to meet compliance and regulatory requirements.
- Build, coach and scale a delivery organization: set objectives, manage ~30-person organization, and ensure clear roles, priorities and capability development.
Qualifications:
Education:
- Bachelor’s degree required; advanced degree preferred.
Experience and skills — Required:
- 12+ years of experience delivering enterprise systems and process transformations (CRM, case management, EDI/API or similar).
- Strong track record leading global, multi functional delivery teams and managing third-party vendors.
- Hands-on experience with integrations, APIs/EDI, middleware and release governance.
- Experience operating digital customer engagement platforms (portal, order automation) and driving adoption campaigns.
- Demonstrated ability to partner with Commercial, Product translate customer and employee personas requirements into system capabilities.
- Demonstrable experience in data integrity, master data practices and compliance for multi-country operations.
- Strong team member influence, commercial savvy and experience leading professional-level resources.
Preferred:
- Experience in global process ownership, process standardization, and governance models across multi-region operations
- Practical experience with Microsoft Dynamics, Genesys, SAP or comparable enterprise platforms.
- Experience running large EDI footprints (thousands of connections) and complex customer integrations.
- Background in regulated environments (healthcare / life sciences) and familiarity with relevant compliance frameworks.
- Prior exposure to automation/GenAI pilots and pragmatic scaling of intelligent automation.
- Experience with NA Deliver solutions landscape, franchise business processes, or planning/financial processes is a plus.
Other:
- Language requirements: English required; other languages a plus depending on location.
- Travel: Approximately 10% globally (may vary by program needs; occasionally up to 20%).
- Reporting: Reports to Senior Director, Global Customer Solutions Excellence.
- Scope: Global.
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.
Required Skills:
Preferred Skills:
Analytical Reasoning, Cross-Functional Collaboration, Demand Forecasting, Distribution Management, Distribution Resource Planning (DRP), Financial Competence, Leadership, Lean Supply Chain Management, Operational Excellence, Order Management, Organizing, Process Optimization, Procurement Policies, Strategic Supply Chain Management, Tactical Planning, Technical Credibility, Volatility, Uncertainty, Complexity, and Ambiguity (VUCA) Readiness
The anticipated base pay range for this position is :
$150,000.00 - $258,750.00
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 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
