Director, CRM Platform, Operations & Field Adoption

Johnson & Johnson•Titusville, NJ

12h•Hybrid

About The Position

Johnson & Johnson Innovative Medicine is seeking a Director to serve as the business owner of its live CRM platform, CRM operations, and field adoption through the Connext transformation. The leader will maintain the existing platform without disruption, lead the field organization’s transition to a new CRM, and own field adoption. The role is the commercial organization’s primary partner for day-to-day CRM operations, AI-enabled capabilities, and new product launches, working closely with sales leadership, brand, Medical Affairs, Market Access, Technology, and a peer director across Johnson & Johnson Innovative Medicine. The position reports to the Senior Director, AI Next Frontiers. The Director owns the current CRM through decommissioning and partners on the new CRM roadmap, feature prioritization, and release planning. They oversee operational services, support, vendors, production integrations, system health, user provisioning, territory and roster updates, and field-facing change management and training. They also lead the CRM field AI and Salesforce Agentforce agenda, ensure CRM readiness for product and indication launches, and lead field-facing activities for CRM migration, including requirements, data readiness, user acceptance testing, cutover, launch, and hypercare. The role is based in Titusville, New Jersey, and requires up to 15% domestic travel.

Requirements

At least 10 years of relevant business experience in healthcare, analytics, data science, marketing, management consulting, or a related field.
Bachelor’s degree required.
Experience managing an annual budget exceeding $5 million.
Experience leading relationships with sales and medical leaders.
Hands-on depth with Veeva CRM and Salesforce in a field-based commercial organization.
Demonstrated ability to lead and develop a team and influence all levels of an organization.
Experience running a production system with service levels, support operations, and vendor partners.
Experience embedding AI capabilities in CRM, including customer engagement next-best-action capabilities.
Track record of leading large-scale change and field-force adoption with measurable results.
Hands-on use of AI tools such as Claude Code or Copilot Studio in daily workflows, with concrete examples of measurable gains in delivery speed, output quality, or personal productivity.
Track record of driving field adoption by moving AI solutions beyond pilots to sustained, embedded use by commercialization teams.
Ability to influence senior stakeholders and build cross-functional alignment without direct authority.
Strong people leadership, including coaching, developing, and retaining high-performing talent.
Intellectual curiosity and adaptability, including comfort with learning new things and shifting timelines and priorities.
Ability to travel domestically up to 15%.

Nice To Haves

Master’s degree or equivalent experience.
Experience with CLM and approved-content delivery to a field force, including Veeva PromoMats.
Experience on a major CRM migration, ideally from Veeva to Salesforce.
Salesforce certifications.

Responsibilities

Own the existing CRM platform through decommissioning, including availability, release management, enhancement backlog, and business continuity during transition.
Own the relationship with the field for the new CRM, including roadmap, feature prioritization, and release planning with partners.
Manage run-side vendor relationships with Salesforce and support partners, including service performance, license utilization, and production integration health.
Serve as business DRI for end-to-end CRM operations, including service management, incident and problem management, service levels, field help desk, and user provisioning.
Establish and act on operational metrics for system health, ticket trends, and user experience.
Ensure territory, alignment, and roster changes flow into CRM accurately and on time.
Lead field and home-office change management, including change impact assessment, a field champion network, and communications aligned with sales leadership.
Co-own training curriculum and delivery for representatives, first-line managers, and home-office users across onboarding and major releases.
Define and track adoption measures, including active usage, call reporting timeliness, feature uptake, and data entry quality, and address gaps with sales leadership.
Lead the field-facing AI and Salesforce Agentforce agenda in CRM: prioritize use cases, configure and pilot agents and AI-assisted features, roll them out, and track adoption and value.
Ensure CRM readiness for every new product and indication launch, including product and message configuration, approved content, sampling setup, territory alignment, and launch-day hypercare.
Coordinate with brand, sales operations, and medical teams early in launch planning so CRM requirements do not become a critical-path issue.
Translate representatives’ work into Salesforce requirements, configuration, and user experience design.
Validate field-facing operational data readiness, including accounts, territories, alignments, and call history.
Lead user acceptance testing with field users.
Lead CRM cutover planning, launch, and hypercare, and own the field-readiness assessment contributing to the go/no-go decision.
Serve as the primary CRM partner to sales leadership, field force effectiveness, brand teams, Medical Affairs field teams, and Market Access field teams on needs, priorities, and adoption.
Lead and develop a team and influence stakeholders across organizational levels.

Benefits

Medical, dental, and vision insurance.
Life insurance.
Short- and long-term disability insurance.
Business accident insurance.
Group legal insurance.
Consolidated retirement plan (pension) and 401(k) savings plan.
Eligibility to participate in the long-term incentive program.
Vacation: 120 hours per calendar year.
Sick time: 40 hours per calendar year; 56 hours for employees residing in Washington State.
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.
Condolence leave: 30 days for an immediate family member and 5 days for an extended family member.
Caregiver leave: 10 days.
Volunteer leave: 4 days.
Military spouse time off: 80 hours.