Manager, Digital Products & Customer Experience

Johnson & Johnson Innovative Medicine•Hopewell Township, NJ

1d•$102,000 - $177,100•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 in Titusville, New Jersey. PECS aims to create more personalized, seamless, and supportive experiences for patients starting treatments across the J&J portfolio. The role works on the Digital Innovation & Customer Experience team to develop and execute the product vision for connected digital experiences serving patients, caregivers, and providers. It applies a user-first mindset to integrate online and offline experiences across the lifecycle and suite of digital products, while accounting for evolving patient and caregiver needs and coordinating with internal partners and suppliers. The manager works within an agile development team to shape product strategy and roadmaps, manage backlogs and releases, and guide product features from discovery through launch. The role collaborates across PECS, design, technology, marketing, sales, procurement, legal, healthcare compliance, privacy, and other stakeholder groups. It uses user research, analytics, feedback, benchmarking, and compliance monitoring to optimize digital products and measure their impact. The position also supports ethical, Credo-based leadership, cross-functional communication, innovation scouting, experimentation, and an inclusive work environment. Domestic travel may be up to 25%.

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 business organizations such as customer service, sales, marketing, payer/access experience, operations, supply chain, or analytics.
Strong collaboration skills and experience bringing cross-functional partners together in matrixed organizations, presenting ideas, influencing outcomes, adapting to change, and leading agile execution.
Experience leading user-experience discovery by gathering insights from users, partners, competitors, and stakeholders and synthesizing them into a cohesive user journey.
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.
Ability to partner with UX professionals to develop concepts, high-fidelity designs and prototypes, conduct user testing, and refine work for development.
Ability to partner with development teams to communicate feature value and outcomes; document user stories; discuss scope and assumptions; refine requirements; plan sprints; test collaboratively; and support releases.
Experience partnering with cross-functional teams on cross-platform integrations from discovery through feature launch, including creating APIs to enable front-end experiences.
Strong interpersonal skills and a 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 achievements.
Strong organization and attention to detail.
Self-motivation and ability to lead and empower others.
Accountability, ownership of results, and willingness to set ambitious goals.
Proficiency with product management tools such as Jira, Asana, Figma, or Confluence.
Experience deriving insights from digital analytics and familiarity with tools such as Google Analytics and Google Tag Manager, as well as visualization and dashboarding tools such as PowerBI, Tableau, or Looker.
Proficiency with Microsoft Office, particularly Excel and PowerPoint.

Nice To Haves

Healthcare-sector experience in product management, product strategy, user experience, or visual/UI design for customer-facing digital properties.

Responsibilities

Develop and implement product strategy and roadmaps within an agile development team; manage product backlogs, user stories, prioritization, and release planning.
Define and validate product backlog ideas with PECS, design, technology, marketing, and other stakeholders, and align release plans with broader goals and objectives.
Manage digital product features from identifying user pain points and gathering requirements through design, development scoping, quality assurance, user acceptance testing, launch, and release.
Coordinate seamless experiences across digital products such as websites, apps, and portals, as well as human touchpoints.
Lead user experience exercises and develop patient journey maps for patients, caregivers, and providers.
Use analytics, voice-of-customer input, surveys, benchmarking, and compliance monitoring to assess product performance and inform optimization and future enhancements.
Analyze user interactions and feedback to develop, validate, or redirect product development and enhancements.
Model ethical, Credo-based leadership and work with technology partners to support strong development execution and cohesive digital experiences.
Collaborate on measurable goals and outcome measures aligned with PECS and brand strategies; help build reporting capabilities for product features and communicate performance insights to leadership 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 healthcare and adjacent-industry trends, supplier capabilities, and patient engagement developments; identify potential partnerships and incubate ideas.
Support a culture of learning, smart risk-taking, and experimentation within the team and with supplier partners.
Help create an inclusive and equitable environment in support of equal employment opportunity and workforce diversity.

Benefits

Company consolidated retirement plan (pension) and savings plan (401(k)), subject to plan terms.
Eligibility to participate in the long-term incentive program.
Vacation: 120 hours per calendar year, subject to policy and hire-date terms.
Sick time: 40 hours per calendar year, with different stated amounts for Colorado and Washington residents.
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 rolling 52-week period.
Volunteer leave: 32 hours per calendar year.
Military spouse time-off: 80 hours per calendar year.