Manager, Digital CX (EDI/JJCC/Insights)

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:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Professional

All Job Posting Locations:

Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of America

Job Description:

DePuy Synthes is recruiting for a Manager, Digital CX (EDI/JJCC/Insights), this hybrid position will be located in Rayhnam, MA (USA). Alternate Hybrid locations maybe considered at Raritan, NJ (USA); West Chester, PA (USA); Palm Beach Gardens, FL (USA); Raritan, NJ (USA.

Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes. 

Job Overview 

The Manager, Digital CX (EDI/JJCC/Insights) is responsible for leading digital customer experience initiatives that improve ease of doing business, service efficiency, and data‑driven decision‑making. This role oversees electronic data interchange (EDI), Johnson & Johnson Customer Connect (JJCC), and customer insights capabilities to ensure consistent, high‑quality digital interactions. The Manager partners cross‑functionally to drive adoption, performance, and continuous improvement of digital CX solutions that directly enhance customer satisfaction and operational effectiveness. 

 

Key Responsibilities 

• Lead digital customer experience (CX) strategy and execution across EDI, JJCC, and customer insights platforms. 

• Oversee performance, adoption, and optimization of EDI and digital ordering/interaction channels. 

• Drive JJCC governance, enhancements, and user experience improvements in partnership with IT and business stakeholders. 

• Develop and analyze customer insights and performance metrics to identify trends, risks, and improvement opportunities. 

• Partner with Customer Service, Sales, Finance, Supply Chain, and Global Services teams to align digital CX solutions with business needs.