Senior Manager, Customer Experience/Vision Care (AI)

Location: Jacksonville, Florida, United States of America; fully onsite. Up to 10% domestic and international travel.

Company

Johnson & Johnson MedTech develops healthcare and Vision Care solutions as part of Johnson & Johnson.

What you will do

• Lead the Customer Service voice-of-customer and interaction-insight strategy using Qualtrics and related analytics.
• Develop the AI-enablement roadmap and prioritize use cases for agent assistance, knowledge retrieval, content creation, interaction analysis, self-service, and workflow improvement.
• Lead adoption of approved AI-enabled tools and establish adoption, quality, effectiveness, and business-value measures.
• Own onboarding, continuing education, role-based capability building, and knowledge management.
• Lead quality governance and performance improvement across human and AI-supported customer interactions.
• Drive readiness, communication, training, adoption, and reinforcement for major transformations while coaching and developing a high-performing team.

Requirements

• Bachelor’s degree in business, customer experience, organizational development, learning, communications, technology, analytics, or a related discipline.
• Seven or more years of progressive experience in customer service, customer experience, learning and development, quality, digital transformation, knowledge management, or a related function.
• Three or more years of people-leadership experience with responsibility for developing talent and delivering through others.
• Experience leading cross-functional programs, process improvements, or organizational change in a complex business environment.
• Ability to analyze operational or customer data, identify patterns, investigate inconsistencies, and convert findings into action.
• Experience implementing or scaling AI, automation, CRM, digital learning, voice-of-customer, knowledge-management, or related technology capabilities, with sound judgment in regulated or compliance-focused environments.

Nice to have

• Advanced degree or certification in customer experience, change management, learning, process improvement, analytics, AI, or digital transformation.
• Experience with Microsoft Dynamics, Microsoft 365 Copilot, Power Platform, Qualtrics, SAP, CRM platforms, or comparable enterprise technologies.
• Experience designing knowledge ecosystems, AI-assisted quality programs, digital-adoption campaigns, or performance-consulting models.
• Commercial acumen and experience connecting service insights to revenue growth, customer retention, cost reduction, or revenue protection.

Culture & Benefits

• Fully onsite work arrangement in Jacksonville.
• Opportunity to lead a high-performing team with an emphasis on accountability, inclusion, growth, curiosity, experimentation, and customer advocacy.
• Cross-functional collaboration across Commercial, Operations, IT, Finance, Quality, and Supply Chain.
• Up to 10% domestic and international travel.