Manager, Digital Products & Customer Experience

Johnson & Johnson•Titusville, NJ

1d•Onsite

About The Position

Johnson & Johnson Innovative Medicine is recruiting a Manager, Digital Products & Customer Experience for its Patient Engagement and Customer Solutions (PECS) organization, based in Titusville, New Jersey. The role supports PECS’s goal of creating personalized, seamless, and supportive experiences for patients starting treatments across the J&J portfolio. Working with the Digital Innovation & Customer Experience team, the manager helps develop and execute the product vision for connected digital experiences serving patients, caregivers, and providers. The work combines a user-first approach with integrated online and offline experiences, lifecycle planning, and a suite of digital products responsive to evolving patient and caregiver needs. The manager works in an agile development team to shape product strategy and roadmaps, manage backlogs and releases, and lead digital features from discovery through launch. This includes understanding user needs and pain points, collaborating on requirements and designs, supporting development and testing, coordinating launches, and ensuring digital products work cohesively with human touchpoints. The role uses analytics, customer feedback, surveys, benchmarking, and compliance monitoring to assess user experience and product performance and to guide enhancements. The position partners across PECS and with technology, design, marketing, sales, procurement, legal, healthcare compliance, privacy, brand teams, and other stakeholders. It also supports measurement and reporting, communication and change management, innovation scouting, and a culture of learning, experimentation, and inclusion. Domestic travel of up to 25% is required.

Requirements

Bachelor’s degree in technology, business, marketing, operations, or a related field.
At least 6 years of experience in product management, product strategy, user experience, or visual/UI design for customer-facing digital properties; healthcare-sector experience is preferred.
Experience within or partnering with customer service, sales, marketing, payer/access experience, operations, supply chain, or analytics organizations.
Strong collaboration skills and experience bringing together cross-functional partners in matrixed organizations, presenting ideas, influencing outcomes, adapting to change, and leading execution in an agile delivery model.
Ability to lead discovery and shape user experiences by gathering insights from users, partners, competitors, and stakeholders and synthesizing them into cohesive user journeys.
Ability to understand customer needs, identify product-functionality gaps, gather user input and requirements, and influence product strategy.
Experience shaping product roadmaps, coordinating release plans, and communicating status to leadership, teammates, and stakeholders.
Demonstrated ability to partner with UX professionals to develop concepts, high-fidelity designs, and prototypes; conduct appropriate user testing; and refine work for development.
Demonstrated ability to partner with development teams to communicate feature value, goals, and expected outcomes; document user stories; discuss scope and assumptions; refine requirements; plan sprints; test collaboratively; and support releases.
Experience partnering with cross-functional teams to formulate and drive cross-platform integrations from discovery through feature launch, including executing creation of APIs that enable front-end user experiences.
Excellent interpersonal skills and a track record of building productive relationships with diverse customers and colleagues.
Excellent written and verbal communication skills, including the ability to interact across organizational levels and proactively communicate product status and program achievements.
Strong organization and attention to detail.
Self-motivation and ability to lead and empower others, embrace accountability, set ambitious goals, and take ownership of results.
Proficiency with product management tools such as Jira, Asana, Figma, and Confluence.
Experience deriving insights from digital analytics and understanding of tools such as Google Analytics and Google Tag Manager, as well as data visualization and dashboarding tools such as Power BI, Tableau, and Looker.
Proficiency with Microsoft Office, specifically Excel and PowerPoint.
Ability to travel domestically up to 25%.

Nice To Haves

Experience in the healthcare sector.
Preferred skills listed: Applications Support, Business Requirements Analysis, Collaboration, Consulting, Customer Analytics, Data Science, Data Structures, Digital Fluency, Digital Marketing, Digital Strategy, Emerging Technologies, Global Market, Negotiation, Process Improvements, Product Development, Report Writing, and Technical Credibility.

Responsibilities

Craft, collaborate on, and implement product strategy and roadmaps within an agile development team.
Manage the product backlog, write user stories, prioritize issues based on user value and metrics, and support release planning.
Define and validate product backlog ideas with PECS, design, technology, marketing, and other stakeholders.
Manage product features from inception through launch, including identifying pain points, gathering and vetting requirements, iterating on designs, refining development scope, quality assurance, user acceptance testing, and launch coordination.
Coordinate a seamless experience across websites, apps, portals, and human touchpoints.
Lead user-experience exercises, develop patient journey maps, and help implement optimal experiences for patients, caregivers, and providers.
Use analytics, voice-of-customer input, surveys, benchmarking, and compliance monitoring to optimize product performance and identify enhancements.
Analyze how users interact with products and what they say and feel about them; use insights to develop, validate, or adjust product development and enhancements.
Model ethical, Credo-based leadership and maintain knowledge of legal and compliance requirements.
Partner with technology teams to support excellent development execution and manage feature sets across digital platforms.
Collaborate on measurable goals and outcomes that demonstrate impact and behavioral change aligned with PECS and brand strategies.
Work with partners to build reporting capabilities for product features and communicate performance insights to PECS and team leaders, colleagues, and stakeholders.
Partner with PECS solution verticals and therapeutic-area patient experience teams to deliver inclusive digital experiences that complement offline patient journeys and can scale across the organization.
Communicate product vision, roadmap progress, outcomes, changes, and dependencies to PECS partners, brand partners, and other stakeholders.
Monitor trends in healthcare and adjacent industries, supplier capabilities, and patient engagement; identify potential partnerships and incubate new ideas.
Support a culture of learning, smart risk-taking, and experimentation with the team and supplier partners.
Help create an inclusive and equitable environment in support of the company’s equal employment opportunity commitment and diverse workforce.

Benefits

Eligibility to participate in the company’s consolidated retirement plan (pension) and savings plan (401(k)), subject to plan terms.
Eligibility to participate in the company’s long-term incentive program.
Vacation: 120 hours per calendar year, subject to applicable policies and date of hire.
Sick time: 40 hours per calendar year, with different amounts specified for employees residing in Colorado or Washington.
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.
Bereavement Leave: 240 hours for an immediate family member and 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.