Digital Customer Solutions Lead

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:

Project/Program Management Group

Job Sub Function:

Technology Project Management

Job Category:

Professional

All Job Posting Locations:

Shepherdsville, Kentucky, United States of America, Somerset, New Jersey, United States of America, Titusville, New Jersey, United States of America

Job Description:

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

We are searching for the best talent for a Digital Customer Solutions Lead to join our Team! This is an onsite/hybrid role.

Position Summary

The Digital Customer Solutions Lead is a multi-functional product-owner role responsible for leading, coordinating and delivering digital and customer service solutions across the Order-to-Cash (O2C) landscape. This role serves as the subject-matter expert for platforms such as SAP (ATLAS/SOM), Salesforce, EDI, JJCC portals and related integrations (TMS, WMS, MDM, EDI/Sterling, WebMethods, Model N/CCI, Data Warehouse). The Product Lead drives requirements definition, release management, validation/compliance, testing (UAT/regression), user adoption, and process harmonization across regional and global partners to ensure solutions are fit-for-use and deliver measurable customer and operational benefit.

Key responsibilities

• Act as the SME and single business point of contact for digital customer solutions across SAP ATLAS/SOM, Salesforce, EDI, JJCC and integrated systems.

• Collection, prioritize and document global and regional user requirements with clear acceptance criteria; translate into user stories and solution requirements for technical teams.

• Map, document and socialize AS-IS and TO-BE business processes (e.g., order intake/management, returns, clinical transactions, reports, forms).

• Maintain and prioritize a backlog of change requests, enhancement requests and defects from initiation through approval and implementation.

• Partner with Technical Product Owners to define capability roadmaps, release plans and timelines; support integration and system release coordination.

• Lead business simulation, environment preparation, data refresh, user acceptance testing and regression testing; develop and approve test scripts and scenarios.

• Manage compliance, CSV/GxP validation and change-control activities; approve validation work (protocols, reports, change controls).

• Oversee user access and security requests for SAP/SOM; ensure appropriate approvals and segregation of duties monitoring.

• Drive root-cause analysis and remediation for production breaks and incidents; coordinate cross-system fixes and communication.

• Develop and implement stakeholder communication and change management plans; design clear communications and training materials to raise e-adoption and reduce manual effort.

• Coach, enable and engage regional super users; build networks that empower local ownership and sustainable process adoption.

• Monitor solution performance and critical metrics; use data analysis to identify continuous improvement opportunities and recommend automation where appropriate.

• Support planning and go