Manager – Customer Experience Solutions

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 jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Supply Chain Deliver

Job Sub Function:

Multi-Family Supply Chain Deliver

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

We are seeking the best talent for a Manager – Customer Experience Solutions to be located in Raritan, NJ.

The Technology Manager will lead Global Customer Experience (CX) Engineering capabilities in a highly regulated healthcare environment. This role has end‑to‑end accountability for Technology Strategy, Architecture, Engineering Delivery, and Operations across Customer Experiences and Microservices.

 

The role partners closely with senior business and technology leaders across Supply Chain, Commercial, and IT to deliver secure, scalable, and integrated digital solutions that improve customer experience, operational efficiency, and business outcomes.

 

This is a Engineering Manager role requiring strong strategic ownership, people leadership, and selective hands‑on technical engagement to ensure engineering excellence and reliable delivery.

 

 

Key Responsibilities

 

Technology Strategy & Delivery

• Define and govern end‑to‑end architecture using API‑first, event‑driven, and microservices patterns for Touchless (EDI), Self-Service (Commerce) and other CX systems.
• Lead design and delivery of cloud‑native platforms (API gateway, service mesh, event streaming). 
• Own platform engineering, DevOps, CI/CD, infrastructure-as-code, release orchestration, and environment management. 
• Establish standards for resilience, observability, security, performance, and capacity planning.

Engineering, Architecture & Operations

• Drive and lead scalable, cloud-native microservices and API solutions (API gateway, service mesh, event streaming) to support all partner and internal integration needs.
• Lead engineering, development, and DevOps for platforms supporting API management, enhancements and continuous CI/CD.
• Define and govern end‑to‑end architecture, leveraging API‑first, event‑driven, and microservices‑based patterns to improve Customer Experience.
• Provide hands‑on technical leadership through architecture reviews, design sessions, POCs, and complex issue resolution, as needed.
• Lead or deliver 1–2 high‑impact technical POCs or remediation sprints per quarter.
• Lead the migration of legacy monolithic applications to cloud-ready, containerized microservices

AI & Innovation

• Drive applied AI/ML initiatives, including Conversational AI, LLM/RAG solutions, predictive triage, and agent frameworks.
• Derive and lead Innovation with agentic AI platforms or architecting AI-assisted automation or orchestration for integrations.

 

People & Talent Leadership

• Lead, coach, and develop a high‑performing, multidisciplinary engineering organization.
• Build a culture of accountability, engineering excellence, and continuous improvement.

Vendor, Financial & Portfolio Management

• Own vendor performance, contracts, SLAs, financials, & statements of work for Dev Ops Vendors
• Lead budgeting, financial planning, and cost optimization for CX technology services.

Regulatory, Security & Compliance

• Ensure CX platforms meet healthcare regulatory and compliance requirements (GxP, SOX, HIPAA, Privacy, GDPR).
• Balance speed, innovation, and risk in a regulated enterprise environment for Microservices development.

Cross‑Functional Leadership & KPI Ownership

• Partners across Supply Chain, Commercial, and IT to deliver value iteratively.
• Use data and insights to drive measurable outcomes and continuous improvement.

 

 

Qualifications

Required:

• Bachelor’s degree in computer science, Engineering, Information Systems, or related STEM field.
• 10+ years of IT experience, including 3–5 years of people leadership in CX, Supply Chain management, Microservices, Integration patterns.
• Proven delivery of large‑scale, business‑critical CX solutions (like Touchless-EDI, Self-Service-Commerce).
• Strong expertise in modern integration and cloud architectures (APIs, event‑driven systems, middleware).
• Experience with cloud platforms, containerization, CI/CD, and Infrastructure as Code.
• Practical experience delivering Agentic AI solutions.
• Understanding of OTC process with supply chain experience.
• Demonstrable experience shaping or leading an integration area, platform, or significant solution at a strategic level.
• Experience with cloud-native tech stacks (AWS preferred, Azure) and Hands-on-experience building services in Node.js, Node.js, Java, Python, or Go (or equivalent).

 

Preferred:

• Master’s degree or advanced technical certifications.
• Experience in healthcare or regulated life sciences.
• Experience in Managing the Customer Experience system (Touchless (EDI), Self Service (Commerce) and CRM).
• Hands On Experience in Developing Microservices with AWS tech stack.
• Experience with agentic AI platforms or architecting AI-assisted automation or orchestration for integrations

 

Leadership Profile

• Strategic, outcome‑driven leader who converts business needs into clear technology direction.
• Influential communicator with senior leaders, vendors, and cross‑functional teams.
• Strong judgment and prioritization in complex, regulated environments.
• Proven ability to build, develop, and retain high‑performing teams.

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

#JNJTECH

Required Skills:

 

 

Preferred Skills:

 

 

The anticipated base pay range for this position is :

$102,000.00 - $177,100.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• Holiday pay, including Floating Holidays –13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
• Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
• Caregiver Leave – 80 hours in a 52-week rolling period10 days
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits