Digital Customer Solutions Team Lead

Job Function

Customer Management

Customer Service Operations

Professional

Shepherdsville, Kentucky, United States of America;
Somerset, New Jersey, United States of America;
Titusville, New Jersey, United States of America

New Jersey & Kentucky, USA
- Requisition Number: R-081898

Canada
- Requisition Number: R-083214

We are searching for the best talent for a Digital Customer Solutions Team Lead to join our Team! This is an onsite/hybrid role. Please note that this role is available across multiple countries and may be posted under different requisition numbers to align with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s).

The Business Product Lead — Digital & Customer Service Solutions is a multi-functional product-owner role responsible for leading, coordinating and delivering digital and customer service solutions across the Order-to-Cash (O2C) landscape. This role serves as the subject‑matter expert for platforms such as SAP (ATLAS/SOM), Salesforce, EDI, JJCC portals and related integrations (TMS, WMS, MDM, EDI/Sterling, Web Methods, Model N/CCI, Data Warehouse).

The Product Lead drives requirements definition, release management, validation/compliance, testing (UAT/regression), user adoption, and process harmonization across regional and global partners to ensure solutions are fit‑for‑use and deliver measurable customer and operational benefit.

• Act as the SME and single business point of contact for digital customer solutions across SAP ATLAS/SOM, Salesforce, EDI, JJCC and integrated systems.
• Collection, prioritize and document global and regional user requirements with clear acceptance criteria; translate into user stories and solution requirements for technical teams.
• Map, document and socialize AS-IS and TO-BE business processes (e.g., order intake/management, returns, clinical transactions, reports, forms).
• Maintain and prioritize a backlog of change requests, enhancement requests and defects from initiation through approval and implementation.
• Partner with Technical Product Owners to define capability roadmaps, release plans and timelines; support integration and system release coordination.
• Lead business simulation, environment preparation, data refresh, user acceptance testing and regression testing; develop and approve test scripts and scenarios.
• Manage compliance, CSV/GxP validation and change‑control activities; approve validation work (protocols, reports, change controls).
• Oversee user access and security requests for SAP/SOM; ensure appropriate approvals and segregation of duties monitoring.
• Drive root‑cause analysis and remediation for production breaks and incidents; coordinate cross‑system fixes and communication.
• Develop and implement stakeholder communication and change management plans; design clear communications and training materials to raise e‑adoption and reduce manual effort.
• Coach, enable and engage regional super users; build networks that empower local ownership and sustainable process adoption.
• Monitor solution performance and critical metrics; use data analysis to identify continuous improvement opportunities and recommend automation where appropriate.
• Support planning and governance forums and ensure alignment between regional operations and global program objectives.

• Bachelor’s degree required. Advanced degree or relevant certifications (e.g., Project Management, FPX) preferred.
• Minimum 5 years of relevant professional experience; 6+ years desirable for senior responsibilities.
• Demonstrable experience as a product owner or business lead for order‑to‑cash, sales order management or customer service systems.
• Hands‑on experience with SAP (ATLAS/SOM), Salesforce CRM, EDI technologies and digital customer portals; knowledge of JJCC, Web Methods, Model N/CCI, TMS/WMS/MDM is a plus.
• Experience with compliance/validation (CSV/GxP) and regulated environments.
• Demonstrated ability to lead UAT/regression testing, write…