Senior Director, Global CRM Business Product Owner

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:

Strategy & Corporate Development

Job Sub Function:

Business Innovation & Integration

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

We are searching for the best talent for Senior Director, Global CRM Business Product Owner

About Innovative Medicine
Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.
 

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every
step of the way.
 

Learn more at https://www.jnj.com/innovative-medicine 

Purpose:

The Senior Director, Global Business Product Owner (BPO) sets the global strategy, standards, and governance for the large scale, IM-wide, CRM capability transformation across commercial and medical functions aligning across NA, EMEA, APAC and LATAM.

Given the emerging industry wide need to transform our CRM capabilities, this role defines the critical J&J IM-wide business processes across medical and commercial (including Med Info capabilities) in partnership with commercial, medical and other cross-functional leaders across all regions. This leader drives global consistency and scale through cross-regionally aligned upon business requirements in commercial and medical, with explicit boundaries for regional flexibility.

You will be responsible for:

The Global BPO will be accountable for shaping, influencing, implementation, optimization and ultimately business impact of the CRM business products. To achieve this, the Global BPO partners closely with the Transformation Management Office (TMO), Global UX & Design, and the Global CRM AI Capabilities Leader, regional Medical and Med Info leaders, Regulatory, Legal/Privacy, and technology teams.

The Global BPO will be accountable for co-leading the management, tracking of the global transformation budget ($140MM) along with IT along with assessment of the financial value capture associated with this investment (KPIs: ROI, NPV, IRR).

Key responsibilities

Global business process strategy, prioritization and, standardization

• Define the global business processes across functions, identify standardization opportunities and prioritize capabilities to address “must win” processes.

• Develop product strategy for CRM to address business process needs globally, with regional flexibility.

• Ensure the process model supports end-to-end customer journeys, orchestration across different customer facing roles in a compliant manner and in alignment with all policies and procedures (Safety/PV, Quality, Regulatory, Legal, Healthcare Compliance).

Global standards and template ownership

• Own the global commercial, medical & med Info template: standardized process steps, data requirements and user experience expectations.

• Define and document explicit boundaries for regional flexibility (globally mandated vs configurable locally), including decision criteria and guardrails.

• Create and maintain global definitions and playbooks (terms, case categories, inquiry types, SLA definitions, KPIs).

• Drive convergence across regions while ensuring local regulatory, privacy