Director, OTC - Business Process Owner

Johnson & Johnson Innovative Medicine•Raritan, NJ

2d•Onsite

About The Position

DePuy Synthes is recruiting for a Director, Order-to-Cash (OTC) — Business Process Owner join our team in Raritan, NJ. At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/ Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes. Role summary The Director, Order-to-Cash (OTC) Business Process Owner leads the Sales Order Management process and business design across Hospital Medical Devices (HMD) platforms, the 1MD OTC platform. This exciting and strategic role defines strategy and a multi-year roadmap to advance the end-to-end customer experience across all order channels and multiple HMD franchises (ETHICON, CSS). You will establish and lead governance for the Deliver Customer Service Capabilities suite of systems and processes, govern projects/improvements/integrations, and lead the NA Customer Service Center (CSC) management team and supplemental contractors.

Requirements

A minimum of a Bachelor’s degree and/or equivalent University degree is required; An advanced degree is preferred.
Minimum ten (10) years of relevant professional experience.
Multifaceted experience in order-to-cash, sales operations, customer service operations, or supply chain, preferably in medical devices, healthcare, or life sciences.
People leadership running regional or multi-functional teams and external contractors.
Demonstrated experience leading order management/business process design and platform implementations (order management systems, OMS/ERP/CRM integrations).
Strong partner management and governance experience across commercial, IT, distribution, and franchise organizations.
Knowledge of SAP Sales Order management
Technical fluency with integrations (EDI, APIs), enterprise ERPs (e.g., SAP), OMS, and CRM platforms (e.g., Salesforce) or equivalent systems.
Superb communication skills with the ability to translate complex technical issues into business decisions.
Consistent track record of driving process improvement and delivering measurable operational improvements.

Nice To Haves

Relevant certifications (FPX, Lean/Six Sigma)
Prior experience with J&J platforms, HMD business processes, or healthcare customer-facing systems.
Experience governing multi-franchise programs and complex product portfolios.
Familiarity with regulatory requirements relevant to medical device commerce and data privacy.

Responsibilities

Lead HMD NA end-to-end Sales Order Management process strategy and roadmap, ensuring alignment to franchise objectives (ETHICON, CSS) and regional Deliver priorities.
Lead platform continuous improvements; driving adoption to and define target operating model.
Translate business requirements into solution designs and acceptance criteria; ensure robust testing, rollout, and post-implementation support processes.
Chair governance forums (steering, change control, release management) for OTC platform; ensure consistent decision-making and prioritization.
Accountable for portfolio change requests and feature improvements, balancing business value with resource capacity and delivery risk.
Partner closely with HMD NA Deliver, JJT, Distribution, franchise leads, IT, supply chain, master data, commercial operations, and external vendors to govern all projects, integrations, and improvements affecting order flow, fulfillment, billing, and service.
Own the NA CSC management team and contracted resources: hiring/mentoring, resource and prioritization planning, performance management, and vendor oversight.
Define, track, and report OTC performance metrics (e.g., order cycle time, order accuracy, order-to-cash lead time, on-time-in-full, dispute/resolution time, customer CSAT/NPS) and lead initiatives to improve critical metrics.
Ensure compliance with regulatory, audit, privacy, and internal control requirements across ordering, invoicing, and customer data processes.
Drive automation, system integrations (EDI/API), and process standardization to reduce manual touchpoints and improve customer experience.
Create and maintain clear process documentation, runbooks, SLAs, and training materials for internal teams and partners.

Benefits

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off 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