Director, Global Business Systems & Processes, Global Customer Solutions, MedTech Supply Chain

Position

Director, Global Business Systems & Processes – Johnson & Johnson Med Tech, United States (Raritan, New Jersey).

Fuelled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your work will help patients on their journey to wellness. Learn more at

We’re hiring a systems-and-processes leader who will own the end-to-end business systems strategy for Customer Solutions globally — from CRM, case management and EDI/API to automation and GenAI. You’ll define the architecture and roadmap, lead large-scale implementations, and ensure systems and processes deliver a seamless customer experience for Med Tech. This is a hands‑on delivery role that blends technical judgment, commercial partnership and people leadership.

• Define and own the target architecture and multi-year roadmap for Global Business Systems; translate business priorities into a clear delivery plan.
• Lead vendor selection, contract governance and integration strategy for core platforms; partner with Procurement and Legal on commercial terms that support scale and flexibility.
• Operate release and change governance: prioritize releases, manage testing, cutovers, rollback and hyper‑care to ensure low-risk deployments across regions.
• Manage the global EDI/API program and platform health — ensure stable operations across thousands of customer connections and lead remediation for complex issues.
• Drive digital adoption campaigns (order automation, portal, EDI) in partnership with Commercial and regional teams to increase self‑service and reduce manual touchpoints.
• Partner with Global CX, Regional CX and Commercial teams to ensure design and that new customer‑facing solutions meet minimum experience criteria.
• Collaborate on pilots and new solution criteria; own measures of success for pilots and scale decisions.
• Ensure data integrity across systems; partner with IT and Data Governance to meet compliance and regulatory requirements.
• Build, coach and scale a delivery organization: set objectives, manage ~30-person organization, and ensure clear roles, priorities and capability development.

• Bachelor’s degree required; advanced degree preferred.

• 12+ years of experience delivering enterprise systems and process transformations (CRM, case management, EDI/API or similar).
• Strong track record leading global, multi‑functional delivery teams and managing third‑party vendors.
• Hands‑on experience with integrations, APIs/EDI, middleware and release governance.
• Experience operating digital customer engagement platforms (portal, order automation) and driving adoption campaigns.
• Demonstrated ability to partner with Commercial, Product and translate customer and employee personas into system capabilities.
• Demonstrable experience in data integrity, master data practices and compliance for multi‑country operations.
• Strong team‑member influence, commercial savvy and experience leading professional‑level resources.

• Practical experience with Microsoft Dynamics, Genesys, SAP or comparable enterprise platforms.
• Experience running large EDI footprints (thousands of connections) and complex customer integrations.
• Background in regulated environments (healthcare / life sciences) and familiarity with relevant compliance frameworks.
• Prior exposure to automation/GenAI pilots and pragmatic scaling of intelligent automation.
• Experience with NA Deliver solutions landscape, franchise business processes, or planning/financial processes is a plus.

• Language requirements:
  English required; other languages a plus depending on location.
• Travel:
  Approximately 10% globally (may vary by program needs; occasionally up to 20%).
• Reporting:
  Reports to Senior Director, Global Customer Solutions Excellence.
• Scope:
  Global.

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.

Additional benefits include:

• Vacation – 120 hours per calendar year.
• Sick time – 40 hours per calendar year (higher in certain states).
• 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 period.
• Volunteer leave – 32 hours per calendar year.
• Military spouse time‑off – 80 hours per calendar year.