Customer Service Value Stream Lead (Duration Based)
About The Position
Johnson & Johnson is hiring a Deliver Customer Service Workstream Lead for its 28-month Transcend program, a global business transformation to modernize foundational transactional processes and harmonize them on a standardized ERP platform. The role supports deployment of the Transcend Order-to-Cash (OTC) template for North American customer service processes and distribution center network strategies. The lead represents Deliver Customer Service requirements, validates template decisions, and helps ensure solutions are practical, scalable, and ready for end-user adoption. The role champions the Transcend Dynamo solution within Deliver by guiding process alignment, testing, and change enablement. It is primarily located in Raritan, New Jersey, with consideration for other U.S. Johnson & Johnson sites. Remote work may be considered case by case with Company approval. Travel of up to 20% domestically and internationally is required.
Requirements
- At least three years of related business experience in Supply Chain or Order-to-Cash processes.
- Bachelor's degree or higher.
- Subject-matter expertise in Order-to-Cash capabilities in an SAP environment.
- Ability to drive timely decisions and execution against defined plans while managing risks and dependencies.
- Ability to operate effectively amid ambiguity, manage competing demands, and demonstrate resilience during transformation.
- Ability to balance and align diverse stakeholder priorities to enable consistent process adoption and business readiness.
- Strong analytical and problem-solving skills to assess current-state processes, identify gaps and inefficiencies, and drive continuous improvement.
- Proficiency with SAP, including modules relevant to the Value Stream, such as Order Fulfillment, Deliveries, Invoicing, and Returns.
- Ability to travel up to 20% domestically and internationally.
Nice To Haves
- Experience in the MedTech industry.
Responsibilities
- Participate in solution confirmation workshops and ensure alignment with order management requirements.
- Represent Deliver in the business, providing guidance on global, local, and specialized process requirements and resolving functional questions.
- Drive change impact assessment and readiness planning across the Order-to-Cash deployment.
- Represent Customer Service in system demonstrations and design reviews, providing structured strategic feedback.
- Oversee data readiness, including data cleansing, validation, and deployment preparedness.
- Define and govern test scenarios for end-to-end Order-to-Cash validation.
- Lead workstream validation through integrated testing and business simulations.
- Assess and communicate solution impacts on key performance indicators, service levels, and customer experience.
- Ensure standard operating procedures and work instructions are updated, completed, and approved before deployment.
- Support cutover planning, training execution, post-go-live deployment, and early-life stabilization.
Benefits
- Company consolidated retirement plan (pension) and savings plan (401(k)), subject to plan terms.
- Vacation: 120 hours per calendar year, subject to policy and date of hire.
- Sick time: 40 hours per calendar year, with different amounts for employees residing in Colorado or Washington, subject to policy and date of hire.
- Holiday pay, including floating holidays: 13 days per calendar year, subject to policy and date of hire.
- Work, Personal and Family Time: up to 40 hours per calendar year, subject to policy and date of hire.
- Parental leave: 480 hours within one year of the birth, adoption, or foster care of a child, subject to policy and date of hire.
- Bereavement leave: 240 hours for an immediate family member and 40 hours for an extended family member per calendar year, subject to policy and date of hire.
- Caregiver leave: 80 hours in a 52-week rolling period, subject to policy and date of hire.
- Volunteer leave: 32 hours per calendar year, subject to policy and date of hire.
- Military spouse time-off: 80 hours per calendar year, subject to policy and date of hire.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
