Customer Journey Engagement Director (MedTech Supply Chain)

Location: Raritan, New Jersey, United States of America; global scope with approximately 10% travel, occasionally up to 20%.

Salary: $150,000–$258,750 base pay per year

Company

Johnson & Johnson MedTech develops technology-enabled, less invasive and personalized healthcare treatments and solutions.

What you will do

• Translate the Customer Service Blueprint and customer Jobs-to-be-Done into prioritized process, capability and investment roadmaps.
• Lead the global Customer Journey Engagement portfolio across process governance, order-to-invoice, customer interaction, automation and order connectivity.
• Establish governance, decision rights, performance measures and continuous-improvement mechanisms across the portfolio.
• Partner with Product Owners, Technical Owners and regional Customer Service Operations to shape requirements, technology roadmaps, deployment plans, training and performance routines.
• Guide CRM, case management, telephony, portals, EDI, API, digital order channels, automation and AI capabilities.
• Build, coach and develop a global organization of capability leaders and professionals.

Requirements

• Bachelor’s degree required; an advanced degree is preferred.
• 12+ years of experience leading global customer service, process, capability, systems or business transformation in complex multi-region environments.
• Experience leading multifunctional teams and aligning process, technology, commercial and operational stakeholders around customer outcomes.
• Experience with customer journeys, service blueprints, process and capability roadmaps, governance and continuous improvement.
• Experience with customer-facing and transactional capabilities such as CRM, case management, telephony, portals, order management, EDI/API or automation.
• English is required; additional languages may be useful depending on location.

Nice to have

• Experience with Microsoft Dynamics, Genesys, SAP, customer portals or comparable enterprise platforms.
• Experience with B2B connectivity, EDI/API ecosystems, digital order channels and complex customer integrations.
• Background in regulated healthcare or life sciences environments.
• Experience scaling automation, AI or productivity initiatives based on measurable outcomes.
• Experience with global and regional Customer Service organizations or outsourced operational partners.

Culture & Benefits

• Inclusive work environment focused on individual dignity, diversity and equal opportunity.
• Participation in pension, 401(k) savings and long-term incentive programs, subject to plan terms.
• Vacation, sick time, holidays, parental, caregiver, bereavement, volunteer and military spouse leave programs.
• Global collaboration across Customer Service Operations, Product Owners, Technical Owners and regional partners.