Technology Manager – Customer Experience & Digital Contracting

Technology Manager – Customer Experience & Digital Contracting

Location:

Raritan, New Jersey, United States.

The Technology Manager will lead Global Customer Experience (CX) Digital Contracting capabilities in a highly regulated healthcare environment. This role has end‑to‑end accountability for technology strategy, architecture, engineering delivery, and operations across Digital Contracting and Customer Self‑Service solutions. 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.

• Drive and own digital technology strategy, roadmap, and execution, with a focus on Digital Contracting and self‑service capabilities.
• Translate business priorities into clear technical roadmaps, outcomes, and delivery plans aligned with enterprise strategy.
• Partner with Product and Business Technology leaders to prioritize investments that maximize customer and business value.

• Lead engineering, development, and Dev Ops for Digital Contracting platforms supporting pricing, rebates, and contracts.
• Define and govern end‑to‑end architecture, leveraging API‑first, event‑driven, and microservices‑based patterns.
• Ensure reliable, scalable, and auditable integrated architecture across the CX ecosystem, supporting customer commerce order fulfillment and contract lifecycle management.
• Provide hands‑on technical leadership through architecture reviews, design sessions, POCs, and complex issue resolution, as needed.

• Drive applied AI/ML initiatives, including Conversational AI, LLM/RAG solutions, predictive triage, and agent frameworks.
• Increase automation, responsiveness, and customer experience through production‑grade AI solutions.
• Partner with data, platform, and security teams to operationalize AI safely at scale.

• Lead, coach, and develop a high‑performing, multidisciplinary engineering organization.
• Build a culture of accountability, engineering excellence, and continuous improvement.
• Own performance management, talent development, and workforce planning aligned to business needs.

• Manage strategic technology vendors and SaaS platforms, including SAP Commerce and Model N.
• Own vendor performance, contracts, SLAs, financials, & statements of work for Dev Ops Vendors.
• Align internal roadmaps with vendor roadmaps to maximize value and reduce risk.
• Lead budgeting, financial planning, and cost optimization for CX technology services.

• Ensure CX platforms meet healthcare regulatory and compliance requirements (GxP, SOX, HIPAA, Privacy, GDPR).
• Partner with security and compliance teams to implement controls, audits, and risk mitigation.
• Balance speed, innovation, and risk in a regulated enterprise environment.

• Partner across Supply Chain, Commercial, Digital Contracting, and IT to deliver value iteratively.
• Own CX and operational KPIs, including touchless order rate, order accuracy, time to resolution, CSAT/NPS, and platform reliability.
• Use data and insights to drive measurable outcomes and continuous improvement.

• Bachelor’s degree in computer science, Engineering, Information Systems, or related STEM field.
• 8+ years of IT experience, including 3–5 years of people leadership in CX, digital contracting, and eCommerce platforms.
• Proven delivery of large‑scale, business‑critical CX solutions.
• Hands‑on experience with Digital Contracting (e.g., Model N).
• Exposure/experience with e‑Commerce solutions (such as SAP Commerce/Hybris).
• 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 AI/ML solutions in production, including LLMs and RAG patterns.
• Strong understanding of security, privacy, and compliance in regulated…