Manager, Digital CX CRM/Telephony

Johnson & Johnson Innovative Medicine • New Brunswick, NJ

1d • $102,000 - $177,100 • Hybrid

About The Position

The Manager, Digital CX (CRM/Telephony) is responsible for leading digital customer experience initiatives that improve ease of doing business, service efficiency, and data‑driven decision‑making. This role oversees customer service processes related to CRM and Telephony capabilities to ensure consistent, high‑quality digital interactions. The Manager partners cross‑functionally to drive adoption, performance, and continuous improvement of digital CX solutions that directly enhance customer satisfaction and operational effectiveness.

Requirements

• Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field.
• 6–8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions.
• Experience leading programs, platforms, or teams focused on digital enablement or CX improvement.
• Strong analytical skills with experience leveraging data and insights to drive decisions.
• English (required).

Nice To Haves

• Master’s degree (MBA or equivalent).
• Experience with CRM, Telephony, or digital ordering platforms.
• Familiarity with ERP or customer analytics tools.
• Experience in a regulated industry such as medical devices, healthcare, or life sciences.
• Experience driving digital adoption and change management.
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
• Demonstrated ability to manage complex, cross‑functional initiatives in a matrixed environment.
• Excellent written, verbal, and presentation communication skills.
• Ability to translate business needs into actionable digital solutions.
• Digital CX, analytics, or project management certifications (preferred).

Responsibilities

• Lead digital customer experience (CX) strategy and execution for US Customer Service related to CRM and Telephony platforms.
• Oversee performance, adoption, and optimization of the CRM and Telephony platforms.
• Drive governance, enhancements, and user experience improvements in partnership with IT and business stakeholders.
• Develop and analyze customer insights and performance metrics to identify trends, risks, and improvement opportunities.
• Partner with Customer Service, Sales, Finance, Supply Chain, and Global Services teams to align digital CX solutions with business needs.
• Lead continuous improvement initiatives to increase digital adoption, reduce manual effort, and improve service outcomes.
• Ensure compliance with internal controls, data governance standards, and applicable policies.
• Support roadmap development, prioritization, and implementation of digital CX capabilities.
• Prepare and deliver insights, recommendations, and performance updates to leadership.

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 period
• 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: Manager