Director, Global Business Systems & Processes, Global Customer Solutions, MedTech Supply Chain

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your work will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Overview:

We’re hiring a systems-and-processes leader who will own the end-to-end business systems strategy for Customer Solutions globally — from CRM, case management and EDI/API to automation and GenAI. You’ll define the architecture and roadmap, lead large-scale implementations, and ensure systems and processes deliver a seamless customer experience for MedTech. This is a hands-on delivery role that blends technical judgment, commercial partnership and people leadership.

In addition, this role serves as the global process owner for Customer Solutions, defining and governing end-to-end process standards, taxonomy, and ways of working to ensure consistency, scalability, and compliance across regions.

Key responsibilities:

• Own and govern end-to-end Customer Solutions processes globally — define process taxonomy, standards, and design principles to ensure harmonization across regions and platforms.
• Define and own the target architecture and aligned end-to-end process models, ensuring systems and processes are designed as an integrated, scalable operating model.
• Define multi-year roadmap for Global Business Systems; translate business priorities into a clear delivery plan.
• Lead vendor selection, contract governance and integration strategy for core platforms; partner with Procurement and Legal on commercial terms that support scale and flexibility.
• Operate release and change governance aligned with global process governance frameworks, ensuring process changes are standardized, documented, and deployed consistently across regions by managing testing, cutovers, rollback and hypercare to ensure low-risk deployments across regions.
• Lead the deployment and adoption of standardized processes, including documentation, training, and performance tracking to ensure consistent execution and measurable outcomes.
• Drive continuous improvement of global processes using data, automation, and AI, identifying opportunities to simplify workflows and eliminate non-value-added activities.
• Manage the global EDI/API program and platform health — ensure stable operations across thousands of customer connections and lead remediation for complex issues.
• Drive digital adoption campaigns (order automation, portal, EDI) in partnership with Commercial and regional teams to increase self-service and reduce manual touchpoints.
• Partner with Global CX, Regional CX and Commercial teams to ensure design and that new customer-facing solutions meet minimum experience criteria.
• Collaborate on pilots and new solution criteria; own measures of success for pilots and scale decisions.
• Ensure data integrity across systems; partner with IT and Data Governance to meet compliance and regulatory requirements.
• Build, coach and scale a delivery organization: set objectives, manage ~30-person organization, and ensure clear roles, priorities and capability development.

Qualifications:

Education:

• Bachelor’s degree required; advanced degree preferred.

Experience and skills — Required:

• 12+ years of experience delivering enterprise systems and process transformations (CRM, case management, EDI/API or similar).
• Strong track record leading global, multi functional delivery teams and managing third-party vendors.
• Hands-on experience with integrations, APIs/EDI, middleware and release governance.
• Experience operating digital customer engagement platforms (portal, order automation) and driving adoption campaigns.
• Demonstrated ability to partner with Commercial, Product translate customer and employee personas requirements into system capabilities.
• Demonstrable experience in data integrity, master data practices and compliance for multi-country operations.
• Strong team member influence, commercial savvy and experience leading professional-level resources.

Preferred:

• Experience in global process ownership, process standardization, and governance models across multi-region operations
• Practical experience with Microsoft Dynamics, Genesys, SAP or comparable enterprise platforms.
• Experience running large EDI footprints (thousands of connections) and complex customer integrations.
• Background in regulated environments (healthcare / life sciences) and familiarity with relevant compliance frameworks.
• Prior exposure to automation/GenAI pilots and pragmatic scaling of intelligent automation.
• Experience with NA Deliver solutions landscape, franchise business processes, or planning/financial processes is a plus.

Other:

• Language requirements: English required; other languages a plus depending on location.
• Travel: Approximately 10% globally (may vary by program needs; occasionally up to 20%).
• Reporting: Reports to Senior Director, Global Customer Solutions Excellence.
• Scope: Global.