Director, CRM Platform, Operations & Field Adoption

Johnson & Johnson Innovative Medicine•Hopewell Township, NJ

1d•$164,000 - $282,900•Hybrid

About The Position

Johnson & Johnson Innovative Medicine is searching for a Director, CRM Platform, Operations & Field Adoption to serve as the business owner of the live CRM platform, CRM operations, and field adoption through the Connext transformation for our field organization. Our team turns AI into impact: AI solutions that help real patients start therapy sooner, stay on it longer, and experience care that feels personal. We move fast, think boldly, and hold ourselves to one standard - does this make things better for the patient? If you're a curious problem-solver who wants your work to save lives, develop exceptional talent, and define what AI in pharma can be, this is where you do it. The Director, CRM Platform, Operations & Field Adoption owns the live CRM and the field’s experience of it. The role keeps today’s platform running without disruption, lands the field force safely on the new CRM as the launch lead, and is the DRI for field adoption. This leader is the commercial organization’s primary partner for how CRM works day to day, from routine operations and AI-enabled capabilities to new product launches. To accomplish this, they will need the ability to inspire change with urgency while maintaining trust across a large field force while working collaboratively with sales leadership, brand, Medical Affairs, Market Access, Technology, and the peer director across the JNJ IM organization. This role reports to the Senior Director, AI Next Frontiers.

Requirements

A minimum of 10 years of relevant business experience in healthcare, analytics, data science, marketing, management consulting or related field is required.
A minimum of a bachelor’s degree is required, Master degree or equivalent experience preferred.
Experience with handling budget responsibility of over $5M annually.
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 to influence all levels of the organization.
Experience running a production system with service levels, support operations, and vendor partners.
Experience with embedding AI capabilities, including customer engagement next best action, in CRM.
A track record of leading large-scale change and adoption for a field force, with measurable results, is required.
Hands-on practitioner of AI tools (e.g., Claude Code, 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 - moving AI solutions beyond pilots to sustained, embedded usage by commercialization teams.
Proven influence with senior stakeholders, building alignment across functions without direct authority.
Exceptional people leadership - coaching, developing, and retaining high-performing talent.
Intellectual curiosity and adaptability - energized by learning new things and comfortable with shifting timelines and priorities.

Nice To Haves

Experience with CLM and approved-content delivery to a field force, including Veeva PromoMats, is preferred.
Experience on a major CRM migration, ideally Veeva to Salesforce, is preferred.
Salesforce certifications are preferred.

Responsibilities

Own the current CRM in steady state through decommission: availability, release management, enhancement backlog, and business continuity during the transition.
Own the relationship with the field for the new CRM: roadmap, feature prioritization, and release planning with partners.
Manage run-side vendor relationships with Salesforce and support partners, including service performance, license utilization, and the health of production integrations.
Business DRI for end-to-end CRM operations: service management, incident and problem management, service levels, field help desk, and user provisioning.
Establish operational metrics for system health, ticket trends, and user experience, and act on what they show.
Keep territory, alignment, and roster changes flowing into CRM accurately and on time.
Lead change management for the field and home office: change impact assessment, a field champion network, and a communications plan aligned with sales leadership.
Work across the organization to co-own training curriculum and delivery for representatives, first-line managers, and home office users, across onboarding and each major release.
Define and track adoption measures such as active usage, call reporting timeliness, feature uptake, and data entry quality, and close gaps with sales leadership.
Lead the field-facing AI and Salesforce Agentforce agenda in CRM: prioritize use cases with sales leadership, configure and pilot agents and AI-assisted features, roll them out to the field, and track adoption and value, with the peer director contributing data readiness, process standards, and compliance and validation.
Ensure CRM is launch-ready for every new product and indication: product and message configuration, approved content availability, sampling setup, territory alignment, and launch-day hypercare.
Work with brand, sales operations, and medical teams early in launch planning so CRM requirements are never on the critical path.
Translate how representatives actually work into Salesforce requirements, configuration, and user experience design.
Validate operational data readiness from the field’s perspective: accounts, territories, alignments, and call history.
Lead user acceptance testing with field users.
Lead cutover planning, launch, and hypercare as the launch lead, and own the field-readiness assessment that feeds 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.

Benefits

medical
dental
vision
life insurance
short- and long-term disability
business accident insurance
group legal insurance
consolidated retirement plan (pension)
savings plan (401(k))
long-term incentive program
Vacation –120 hours per calendar year
Sick time - 40 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
Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours