Senior Manager, Customer Service Value Stream 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:

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 i