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:

Deliver Excellence

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Ethicon, a member of the Johnson & Johnson family of companies is currently hiring a Senior Manager, Customer Service Value Stream Lead, to join its dynamic team.

Remote work options may be considered on a case-by-case basis and if approved by the Company for US based candidates.

About Medtech

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 https://www.jnj.com/.

Transcend is a global business transformation program that will modernize our foundational transactional processes and harmonize them into one “clean” ERP as a standardized platform for growth and efficiency gains. This program will simplify the Med Tech ERP landscape, standardizing processes to have a cost-effective, fit-for-purpose digital backbone that will enable us to support the MedTech business with agility.

We are seeking a Senior Manager, Customer Service Value Stream Lead to play a critical role in ensuring the pre-defined global Transcend Order‑to‑Cash (OTC) template effectively supports the North America Customer Service business processes.  This role partners with functional and cross‑functional teams to represent Customer Service requirements, validate template build decisions, and ensure solutions are practical, scalable, and adoption‑ready for end users. The role champions the Transcend solution within Customer Service, guiding process alignment, testing, and change enablement to ensure readiness, consistency, and successful deployment

The position will directly lead a team comprise of process leads and Customer Service SMES representing the various business units in scope for North America.  

Key Responsibilities

• Lead Customer Service participation in solution confirmation workshops, ensuring alignment to order management and customer service requirements
• Serve as a senior Customer Service business representative, providing guidance on global, local, and specialized process requirements and resolving functional questions
• Drive Customer Service change impact assessment and readiness planning across the O2C deployment
• Represent Customer Service in system demos and design reviews, providing structured, strategic feedback
• Oversee Customer Service data readiness, including data cleansing, validation, and deployment preparedness
• Define and govern Customer Service test scenarios to support end‑to‑end O2C validation
• Lead validation activities for the Customer Service workstream through integrated testing and business simulations
• Assess and communicate solution impacts to Customer Service KPIs, service levels, and customer experience
• Ensure Customer Service SOPs are updated, completed, and approved prior to deployment
• Provide leadership support for cutover planning, training execution, post‑go‑live deployment, and early‑life stabilization activities

Qualifications

Education: A minimum of a Bachelor’s degree and/or equivalent University degree is required; An advanced degree, Master’s is preferred.

Experience and Skills:

Required:

• Minimum eight (8) years of relevant professional experience.
• Experience in Supply Chain or Order to Cash Processes

• Subject‑matter expertise in Customer Service and Order‑to‑Cash capabilities within an SAP environment
• Ability to drive timely decision‑making and execution against defined plans while managing risk and dependencies
• Strong self‑leadership, with the ability to operate effectively in ambiguity, manage competing demands, and demonstrate resilience during transformation
• Ability to balance and align diverse stakeholder priorities to enable consistent process adoption and business readiness
• Strong analytical and problem‑solving skills to assess current‑state processes, identify gaps and inefficiencies, and drive continuous improvement
• Familiarity with CSV, SDLC, GXP.
• Proficiency with SAP including modules relevant to the Value Stream, (i.e. Sales and Distribution, Credit Management, Billing), Fiori, or Solution Manager.

Preferred:

• Experience in the MedTech industry.

Other:

• May require up to 50% domestic and/or international travel to other sites and locations

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, Business Alignment, Collaborating, Continuous Improvement, Demand Forecasting, Developing Others, Distribution Management, Distribution Resource Planning (DRP), Financial Competence, Inclusive Leadership, Leadership, Lean Supply Chain Management, Operational Excellence, Order Management, Organizing, Procurement Policies, Sales and Operations Planning (S&OP), Strategic Supply Chain Management

 

 

The anticipated base pay range for this position is :

$122,000.00 - $212,750.00

Additional Description for Pay Transparency:

his 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