Associate Director, Digital Products & Customer Experience

Johnson & Johnson•Titusville, NJ

1d•Onsite

About The Position

Johnson & Johnson Innovative Medicine is hiring an Associate Director, Digital Products & Customer Experience for its Digital Innovation & Customer Experience team in Titusville, New Jersey. The role supports the Patient Engagement and Customer Solutions (PECS) organization, which aims to create more personalized, seamless, and supportive experiences for patients starting treatment across the J&J portfolio. The Associate Director collaborates on and executes the product vision for connected digital experiences for patients, caregivers, and providers, integrating online and offline touchpoints across the lifecycle and suite of digital products. The position leads product management within an agile development team, guiding product strategy, roadmaps, backlogs, releases, and feature delivery for patient and provider platforms. It coordinates with design, technology, marketing, sales, procurement, legal, compliance, privacy, and other partners. The role uses user research, analytics, performance reporting, and compliance monitoring to optimize products and guide future enhancements, while ensuring digital experiences complement the offline patient journey and can scale across patient solutions and therapeutic areas. The Associate Director also leads cross-functional workstreams, supports team development and product-management practices, communicates product vision and progress, scouts external healthcare and technology innovations, and fosters an inclusive culture of learning, experimentation, and ethical, Credo-based leadership. Travel of up to 25% domestically is required.

Requirements

Bachelor’s degree in Technology, Business, Marketing, Operations, or a related field.
8–10 years of experience in product management, product strategy, user experience, or visual/UI design for customer-facing digital properties; healthcare experience is preferred.
Experience within or partnering with customer service, sales, marketing, payer/access experience, operations, supply chain, or analytics organizations.
Strong collaboration skills and experience bringing together cross-functional partners in matrixed organizations, presenting ideas, influencing outcomes, adapting to change, and leading agile execution.
Ability to understand customer needs, identify product functionality gaps, gather user input and requirements, and influence product strategy.
Experience shaping product roadmaps, coordinating release plans, and communicating status to leadership, teammates, and stakeholders.
Experience partnering with UX professionals to develop concepts, high-fidelity designs and prototypes, conduct user testing, and refine designs for development.
Experience working directly with development teams to communicate feature value and expected outcomes, document user stories, refine requirements and assumptions, plan sprints, test collaboratively, and support releases.
Experience driving cross-platform integrations from discovery through feature launch, including creation of APIs that enable front-end user experiences.
Excellent interpersonal skills and a track record of building productive relationships with diverse customers and colleagues.
Excellent written and verbal communication skills, including the ability to communicate across organizational levels and proactively share product status and achievements.
Strong organization and attention to detail.
Self-motivation and ability to lead and empower others, embrace accountability, set ambitious goals, and take ownership of results.
Proficiency with product management tools such as Jira, Asana, Figma, or Confluence.
Experience deriving insights from digital analytics and familiarity with tools such as Google Analytics and Google Tag Manager, as well as data visualization and dashboarding tools such as Power BI, Tableau, or Looker.
Proficiency with Microsoft Office, particularly Excel and PowerPoint.
Willingness to travel domestically up to 25%.

Nice To Haves

Healthcare-sector experience in product management, product strategy, user experience, or visual/UI design.
Preferred skills listed: Alliance Formation, Applications Support, Consulting, Customer Analytics, Data Science, Data Structures, Digital Fluency, Digital Marketing, Digital Strategy, Emerging Technologies, Global Market, Negotiation, Organizing, Product Development, Report Writing, Risk Management, and Technical Credibility.

Responsibilities

Own the management, enhancement, and cross-team coordination of personalized patient and provider platforms within an agile development team.
Craft and implement product strategy and roadmaps; manage the product backlog, user stories, issue prioritization, and release planning.
Define and validate product backlog ideas with PECS, design, technology, marketing, and other stakeholders.
Manage product features from identifying user pain points and gathering requirements through design, development scoping, quality assurance, user acceptance testing, launch, and release.
Orchestrate seamless experiences across websites, apps, portals, and human touchpoints.
Lead workstreams involving product managers, designers, developers, and other partners to define and execute the patient and provider experience roadmap.
Develop team members in agile product management and promote best practices for gathering feedback and delivering products.
Partner with technology teams to achieve strong development execution and manage multiple workstreams across digital platforms.
Use analytics, customer feedback, surveys, benchmarking, and compliance monitoring to assess product performance and identify enhancements or fixes.
Analyze user behavior and feedback to inform product development and enhancements; prioritize bug fixes, enhancements, and roadmap features.
Collaborate on measurable goals and outcomes aligned with PECS and brand strategies; develop reporting capabilities for new features.
Communicate product impact, operational performance, and experience insights to PECS leadership, colleagues, and stakeholders.
Partner with PECS solution verticals and therapeutic-area patient experience teams to deliver an inclusive digital experience that complements the offline patient journey and scales across the organization.
Communicate the product vision, roadmap progress, outcomes, changes, and dependencies to PECS partners, brand partners, and other stakeholders.
Monitor external healthcare and adjacent-industry trends, supplier capabilities, and patient engagement innovations; identify partnership opportunities and incubate ideas.
Develop a digital and technology innovation plan.
Support a culture of learning, smart risk-taking, and experimentation within the team and with supplier partners.
Promote an inclusive and equitable environment consistent with the company’s equal employment opportunity commitment and the value of a diverse workforce.

Benefits

Company consolidated retirement plan (pension) and savings plan (401(k)), subject to plan terms.
Eligibility to participate in the long-term incentive program.
Vacation: 120 hours per calendar year, subject to policy and date of hire.
Sick time: 40 hours per calendar year; 48 hours for Colorado residents and 56 hours for Washington residents, subject to policy and date of hire.
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 a child’s birth, adoption, or foster-care placement.
Bereavement leave: up to 240 hours for an immediate family member and 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.