Associate Director, Digital Products & Customer Experience

Johnson & Johnson Innovative Medicine•Hopewell Township, NJ

1d•$122,000 - $212,750

About The Position

Johnson & Johnson Innovative Medicine is recruiting an Associate Director, Digital Products & Customer Experience, based in Titusville, New Jersey. The role is part of the Digital Innovation & Customer Experience team within Patient Engagement and Customer Solutions (PECS), an organization focused on creating personalized, seamless, and supportive experiences for patients starting treatment across the J&J portfolio. The Associate Director collaboratively develops and executes the product vision for connected digital experiences for patients, caregivers, and providers. The role applies a user-first mindset to create integrated online and offline experiences, coordinating the lifecycle and suite of digital products and incorporating capabilities, technologies, suppliers, and partners to address evolving needs. It builds strong partnerships across PECS, technology, marketing, sales, procurement, legal, healthcare compliance, and privacy. The position leads product workstreams and manages patient and provider platforms through an agile product management approach, from gathering user feedback and defining strategy through development, testing, launch, measurement, and ongoing optimization. It works closely with PECS solution verticals and therapeutic-area teams to create inclusive, scalable digital experiences that complement the offline patient journey. The role also supports innovation scouting, experimentation, ethical leadership, and an inclusive work culture. Domestic travel of up to 25% 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, including bringing together cross-functional partners in matrixed organizations, presenting ideas, influencing outcomes, adapting to change, and leading execution in an agile delivery model.
Ability to understand customer needs, identify product functionality gaps, gather user input and requirements, and influence product strategy.
Experience shaping product roadmaps collaboratively, 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 solutions for development.
Experience partnering with development teams to communicate feature value and expected outcomes; document user stories; discuss scope and assumptions; refine requirements; plan sprints; test collaboratively; and support releases.
Experience driving cross-platform integrations with cross-functional teams from discovery through feature launch, including executing creation of APIs that enable front-end experiences.
Excellent interpersonal skills and a track record of building productive relationships with diverse customers and colleagues.
Excellent written and verbal communication skills, including interacting across organizational levels and proactively communicating product status and program achievements.
Strong organization and attention to detail.
Self-motivation and ability to lead and empower others.
Accountability, ambition in setting goals, and ownership of results.
Proficiency with product management tools such as Jira, Asana, Figma, and Confluence.
Experience deriving insights from digital analytics and understanding of 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, especially Excel and PowerPoint.
Ability to travel domestically up to 25%.
Based in Titusville, New Jersey.

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 management, enhancements, and cross-team coordination for personalized patient and provider platforms within an agile development team.
Craft and implement product strategy and roadmaps; own and prioritize the product backlog, write user stories, and plan releases based on user value, metrics, and broader objectives.
Define and validate product ideas with PECS, design, technology, marketing, and other stakeholders.
Manage product features from inception through launch, including identifying pain points, gathering requirements, iterating designs, refining development scope, conducting quality assurance and user acceptance testing, and orchestrating releases.
Ensure seamless coordination across digital products, including websites, apps, and portals, and human touchpoints.
Lead product managers, designers, developers, and other workstream contributors in defining the patient and provider experience and delivering the product roadmap.
Develop team members’ product management capabilities and promote agile product management practices from feedback gathering through development.
Partner with technology teams to support excellent development execution and manage multiple platform workstreams to improve user experience and value.
Model ethical, Credo-based leadership and follow legal and compliance requirements.
Use analytics, voice-of-customer feedback, surveys, benchmarking, and compliance monitoring to evaluate product performance and identify enhancements.
Analyze user behavior and feedback to inform, validate, or redirect product development; prioritize bug fixes, enhancements, and roadmap features.
Collaborate on measurable goals and outcomes aligned to PECS and brand strategies; build reporting capabilities for product features and communicate performance insights to leadership, colleagues, and stakeholders.
Partner with PECS solution verticals and therapeutic-area patient experience teams to deliver inclusive digital experiences that complement offline patient journeys and can scale across the organization.
Communicate product vision, roadmap progress, outcomes, changes, and dependencies to PECS partners, brand partners, and other stakeholders; maintain awareness, transparency, and accountability.
Monitor external healthcare and adjacent-industry trends, supplier capabilities, and patient engagement developments; identify potential partnerships, incubate ideas, and develop a digital and technology innovation plan.
Support a culture of learning, smart risk-taking, and experimentation within the team and with supplier partners.
Create an inclusive and equitable environment supporting equal employment opportunity and workforce diversity.

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 hire date.
Sick time: 40 hours per calendar year, with state-specific amounts in Colorado and Washington, subject to policy and hire date.
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 birth, adoption, or foster care of a child.
Bereavement leave: 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.