<ul> <li>Job title Customer Excellence E2E Integration Mgr </li><li>Function Project/Program Management Group </li><li>Sub function Project/Program Management </li><li>Category Manager, Project/Program Management (P7) </li><li>Location Titusville / United States of America </li><li>Date posted May 13 2025 </li><li>Requisition number R-014000 </li><li>Work pattern Fully Onsite </li></ul> <p>This job posting is anticipated to close on May 20 2025. We may however extend this time period, in which case the posting will remain available on www.careers.jnj.com to accept additional applications.</p> <p>Description</p> <p>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 https://www.jnj.com</p> <p>Job Function:</p> <p>Project/Program Management Group</p> <p>Job Sub Function:</p> <p>Project/Program Management</p> <p>Job Category:</p> <p>Professional</p> <p>All Job Posting Locations:</p> <p>US159 NJ Titusville - 1125 Trenton-Harbourton Rd</p> <p>Job Description:</p> <p>We are searching for the best talent for a Customer Excellence E2E Integration</p> <p>Manager to be in Titusville, NJ.</p> <p>There is a pre-identified candidate for this position; however, all applications will be considered.</p> <p>About Innovative Medicine</p> <p>Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.</p> <p>Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.</p> <p>Learn more at https://www.jnj.com/innovative-medicine</p> <p>J&J Innovative Medicine Transcend is a global business transformation program that will modernize our foundational transactional processes and harmonize them into one "clean" ERP as a standardized platform for growth and efficiency gains.</p> <p>The program will simplify J&J Innovative Medicine global ERP landscape from 7 to 1, standardizing processes in order to have a cost effective, fit for purpose digital backbone that will enable us to support JJIM business with agility. Additionally, the program will remediate the end-of-life system exposure that we risk towards the end of this decade.</p> <p>In this role you will:</p> <ul> <li>Support Transcend JJIM Deliver Customer Excellence team and act as subject matter experts for Customer Excellence E2E Integration & PM processes, drive global S/4 HANA core capability standardization, alignment, and adoption, ensuring alignment with Transcend future state designed blueprint. Act as a Change Champion within Customer Service community, stakeholders and forums to drive standardization and process harmonization. Lead Business Process changes aligned with the future state of Order to Cash solution architecture to meet JJIM Business needs and act as primary Change Champion with JJIM Deliver Customer Service and Customer Support Regional organizations and leadership forums to drive standardization and process harmonization </li><li>Design, build, validate and lead Deliver Customer Excellence E2E Integration & play key PM Manager role for the Globe and ensuring integrity with the global template. Manage and monitor complex ordering processes to deliver unmatched customer experience. </li><li>Understand and manage the execution of specialty business complaints management strategy. Have Global and Business focus and mindset with sound reasoning in all activities including managing escalation of issues and business risks, developing solutions and risk mitigation strategies </li><li>Oversee the execution of day-to-day operational Business Simulation Test and User Acceptance testing activities. Oversee the E2E ordering journey. Check the mapping of the End to End ordering journey with associated documentation required. Ensure partnership with the Local Customer Service teams, the Value Chain teams, the Advance Therapies Teams, the Clinical for the Customer journey mapping and alignment with the future state designed blueprint. </li><li>Develop and implement a standard approach utilizing standard testing tools. Provide insights and support for all training and compliance documentation and set process for ongoing updates. Maintain in-depth business process knowledge and expertise and ensures knowledge center documentation. Support quality compliance system validation and change control processes to ensure ongoing compliance state and good practices. </li><li>Build advance analytics and recommend metrics that ensure realization of internal and external customer satisfaction, monitor metrics process levering technology and ensure regional adoption. </li><li>Gather customer satisfaction survey feedback and integrate customer feedback to improvement actions. </li><li>Partner with JJIM Customer Service Global Process Owner and sub-function teams to determine priorities and establish overall Customer Service Order Management strategy to meet Janssen Business needs </li><li>Lead a team of 1 to 2 people. Own people and performance management process for reporting team. </li></ul> <p>Qualifications Required:</p> <ul> <li>Bachelor's degree in supply chain management or related field. </li><li>Minimum of 8 years of related industry experience </li><li>Global mindset, Business Acumen, and Customer Focus </li><li>Deliver business experience required; minimum 5 years preferred. </li><li>Business process design, engineering, or optimization required; a minimum of 3 years preferred. </li><li>Ability to manage complex issue </li><li>Challenge status quo </li><li>Strong knowledge of JJIM Supply Chain preferred. </li><li>Expert knowledge of JJIM Deliver business processes/requirements preferred. </li><li>Experience designing, developing, implementing, a business process decomposition or blueprint preferred. </li><li>Excellent interpersonal and negotiating skills, with proven ability to influence/collaborate to get to desired result. </li><li>People management and ability to collaborate in a highly matrixed environment required. </li><li>Regional leadership or remote/virtual people management experience required </li><li>Business knowledge of areas such as Supply Chain, Operations, Collections, Sales & Marketing, e-Commerce required </li><li>Proven experience in testing methodology. </li><li>Strong analytical skills, and business savvy with strong appreciation for standard methodologies and governance. </li><li>Demonstrated project management experience required </li><li>Process Excellence training and/or certification preferred </li><li>Experience with ERP systems such as; SAP preferred </li><li>Familiarity with Innovative technologies around automated processes (e.g., Robotic Process Automation, Chatbots, Natural language voice recognition) preferred </li><li>Strong customer focus (internal & external), including development and management of stakeholders required. Ability to effectively lead and govern functional decision-making bodies required. </li><li>Knowledge in deploying standardized work processes, tools, and templates required. </li><li>Experience managing to project timelines and milestones in complex business environments required. </li><li>Skilled at engaging and building relationships with senior business stakeholders required. </li></ul> <p>Preferred Qualifications:</p> <ul> <li>Project Management </li><li>Experience with ERP systems such as; SAP preferred </li><li>Familiarity with Innovative technologies around automated processes (e.g., Robotic Process Automation, Chatbots, Natural language voice recognition) preferred </li></ul> <p>Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.</p> <p>For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.</p> <p>The anticipated base pay range for this position is :</p> <p>$127,000.00 to $172,000.00 USD</p> <p>Additional Description for Pay Transparency:</p> <p>The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation's performance over a calendar/performance year. Bonuses are awarded at the Company's discretion on an individual basis. Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Employees may be eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company's long-term incentive program. Employees are eligible for the following time off benefits: Vacation - up to 120 hours per calendar year Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington - up to 56 hours per calendar year Holiday pay, including Floating Holidays - up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year Additional information can be found through the link below. http://www.careers.jnj.com/employee-benefits</p>