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Johnson & Johnson MedTech

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Senior Manager, BPO GCS Systems (Case Management), Global Customer Solutions, MedTech Supply Chain

Johnson & Johnson MedTech

Raritan, NJ • On-site

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

Job Summary:
Johnson & Johnson MedTech is a leader in healthcare innovation, focusing on developing personalized treatments. The Senior Manager, BPO GCS Systems will oversee the Global Customer Solutions systems stack, managing strategy, deployment, and operational readiness to enhance customer experiences.
Responsibilities:
• Own the end-to-end strategy, deployment and standards: set the roadmap, prioritize enhancements and integrations, and ensure system architecture and configurations align with global objectives and enterprise IT requirements.
• Develop, maintain and enforce operational playbooks and governance—runbooks, cutover/rollback procedures, testing protocols and critical issue paths—and ensure consistent adherence to global standards across regions, partners and vendor teams.
• Own the platform backlog and sprint/release cadence
• Coordinate integrations, testing, cutovers and rollback plans with IT, vendors and regional teams.
• Run pilots and translate pilot outcomes into scaled rollout plans.
• Manage operational readiness activities: training, staged rollouts, hypercare and adoption tracking.
• Monitor platform health and performance metrics (adoption, defect rates, incident MTTR, time to deploy).
• Drive continuous improvement to reduce manual touchpoints and increase digital self-service adoption.
Qualifications:
Required:
• Bachelor’s degree required; advanced degree preferred.
• 8+ years delivering platform releases and integrations (APIs/EDI) in contact center or CRM environments.
• Hands-on familiarity with Automation, Genesys, or Microsoft Dynamics (or comparable platforms).
• Strong operational readiness experience and runbook/playbook creation.
• Data driven orientation: experience reporting adoption, defect rates and deployment cadence.
• Excellent partner coordination skills across IT, vendors and regional operations.
• Language requirements: English required.
• Travel: Approximately 10% globally.
Preferred:
• Experience running GenAI/automation, MSD, Genesys pilots and scaling automation.
• Technical hands-on experience with APIs, middleware and EDI configuration.
• Experience working with global partners and multi-region rollouts.
Company:
At Johnson & Johnson MedTech, we are working to solve the world’s most pressing healthcare challenges through innovations at the intersection of biology and technology. Founded in 1886, the company is headquartered in New Brunswick, New Jersey, US, , with a team of 10001+ employees. The company is currently Late Stage.

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