Manager, FRM Experience and Operations - Johnson & Johnson HCS, Inc

Johnson & Johnson • Titusville, NJ

7d • Hybrid

About The Position

The Patient Engagement and Customer Solutions (PECS) organization is committed to setting the standard on Patient Experience (Px), building more personalized, seamless, and supportive experiences to help patients start and stay on treatments across the portfolio. The Manager, FRM Experience and Operations will report to the Associate Director, FRM Experience Product Owner, and will lead the business-facing operational support activities for the withMe platform. This role will also work to identify patterns in issues and questions from platform users to generate insights to inform product development. The individual will also track platform utilization by FRMs and develop innovative product impact and deployment strategies for flawless implementation. Additionally, the individual will participate in daily activities to support the execution of the product roadmap, including sprint planning, prioritization, testing, and release management, in partnership with technical and implementation partners.

Requirements

• A minimum of a bachelor's degree is required, ideally in Technology, Business Marketing Operations or related fields.
• A minimum of 2 years of relevant business experience in digital product management or operations, field reimbursement, marketing, or commercial operations.
• Experience in operations and internal systems management.
• Background in Agile methodologies and digital transformation initiatives.
• Strong collaboration skills with expertise in bringing together cross-functional partners in matrixed organizations.
• Expertise with all Microsoft applications (Excel, Word, PowerPoint, etc.).
• Excellent written and oral communication, facilitation, and platform skills.
• Possess strong analytical thinking abilities, demonstrate strategic thinking and planning and work well in a matrix environment without direct line authority.

Nice To Haves

• Familiarity with tools such as Salesforce, Veeva, Tableau, Power BI, or similar applications is a plus.
• Demonstrated commitment to learning emerging technologies, such as AI, through exploration, iteration, and applying new tools over time.

Responsibilities

• Serve as the primary business owner for triaging support requests during IMPACT go-live hypercare, in partnership with BPOs, TPOs, and operational support team.
• Lead the post-hypercare business oversight of the support process, including monitoring daily execution of operational support activities by all involved parties and partnering with JJT to optimize processes to improve effectiveness and efficiency.
• Monitor general platform inquiries that come in through the support process, ensuring L1 team is equipped to respond to inquiries with support from BPOs.
• Monitor enhancement requests that come in through the support process, ensuring they are routed to the proper BPOs for assessment and governance.
• Collaborate with respective BPOs and technical teams to facilitate the resolution of incidents and ensure proper follow-up with issue reporters is being fulfilled.
• Participate in FRM product operations meetings, such as sprint planning and refinement sessions; ensure efficient and flawless execution of the product roadmap; assist in the execution of product testing cycles; partner with technical and implementation partners to manage releases.
• Manage current-state capabilities for Oncology and Neuroscience FRMs, ensuring a smooth roadmap to onboarding ONC & NS in a future IMPACT release.
• Collaborating with relevant stakeholders, including but not limited to Technology Services, PECS Solutions Teams, Commercial Operations & Deployment, AI for Patient Engagement & Advanced Analytics, Legal, Medical and Regulatory to define and execute strategy in a matrixed environment.
• Support operations aligned to key field reimbursement execution initiatives (e.g., product launches, technology enhancements, team expansions, and team structure changes).
• Collaborate across departments and business solutions teams to create shared goals, alignment, and accountability across stakeholders.
• Partner with FRM Field Operations to shape innovative learning and development opportunities and training curriculum.
• Ensure training content and materials comply fully with HCC, Regulatory, and Company guidelines and receive appropriate approvals.

Benefits

• 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.
• 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: Mid Level