Digital Customer Solutions Team Lead

Johnson & Johnson Innovative Medicine • Toronto, ON

3d • $87,000 - $140,300 • Hybrid

About The Position

The Business Product Lead — Digital & Customer Service Solutions is a multi-functional product-owner role responsible for leading, coordinating and delivering digital and customer service solutions across the Order-to-Cash (O2C) landscape. This role serves as the subject-matter expert for platforms such as SAP (ATLAS/SOM), Salesforce, EDI, JJCC portals and related integrations (TMS, WMS, MDM, EDI/Sterling, WebMethods, Model N/CCI, Data Warehouse). The Product Lead drives requirements definition, release management, validation/compliance, testing (UAT/regression), user adoption, and process harmonization across regional and global partners to ensure solutions are fit-for-use and deliver measurable customer and operational benefit.

Requirements

• Bachelor’s degree required.
• Minimum 5 years of relevant professional experience; 6+ years desirable for senior responsibilities.
• Demonstrable experience as a product owner or business lead for order-to-cash, sales order management or customer service systems.
• Hands-on experience with SAP (ATLAS/SOM), Salesforce CRM, EDI technologies and digital customer portals; knowledge of JJCC, WebMethods, Model N/CCI, TMS/ WMS/MDM is a plus.
• Experience with compliance/validation (CSV/GxP) and regulated environments.
• Demonstrated ability to lead UAT/regression testing, write test scripts and approve test outcomes.
• Strong project and partner management skills; experience coordinating multi-functional releases and complex implementations.
• Superb communication, presentation and facilitation skills; ability to tailor messages for technical and non-technical audiences.
• Strong process orientation, analytical skills and familiarity with data reporting/analysis tools.
• Problem-solving orientation, attention to detail and ability to translate technical functionality into customer benefit.

Nice To Haves

• Advanced degree or relevant certifications (e.g., Project Management, FPX) preferred.
• Experience with Janssen/JOM franchise processes and NA Deliver solutions landscape.
• Prior exposure to Process Excellence frameworks and transformation programs.
• Experience leading or mentoring staff and working across global teams.

Responsibilities

• Act as the SME and single business point of contact for digital customer solutions across SAP ATLAS/SOM, Salesforce, EDI, JJCC and integrated systems.
• Collection, prioritize and document global and regional user requirements with clear acceptance criteria; translate into user stories and solution requirements for technical teams.
• Map, document and socialize AS-IS and TO-BE business processes (e.g., order intake/management, returns, clinical transactions, reports, forms).
• Maintain and prioritize a backlog of change requests, enhancement requests and defects from initiation through approval and implementation.
• Partner with Technical Product Owners to define capability roadmaps, release plans and timelines; support integration and system release coordination.
• Lead business simulation, environment preparation, data refresh, user acceptance testing and regression testing; develop and approve test scripts and scenarios.
• Manage compliance, CSV/GxP validation and change-control activities; approve validation work (protocols, reports, change controls).
• Oversee user access and security requests for SAP/SOM; ensure appropriate approvals and segregation of duties monitoring.
• Drive root-cause analysis and remediation for production breaks and incidents; coordinate cross-system fixes and communication.
• Develop and implement stakeholder communication and change management plans; design clear communications and training materials to raise e-adoption and reduce manual effort.
• Coach, enable and engage regional super users; build networks that empower local ownership and sustainable process adoption.
• Monitor solution performance and critical metrics; use data analysis to identify continuous improvement opportunities and recommend automation where appropriate.
• Support planning and governance forums and ensure alignment between regional operations and global program objectives.

Benefits

• Vacation –120 hours per calendar year
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
• 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 period10 days
• Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Senior