Senior Manager, BPO GCS Systems (Automation), Global Customer Solutions, MedTech Supply Chain

Johnson & Johnson Innovative Medicine • Raritan, NJ

17h • $122,000 - $212,750 • Remote

About The Position

Johnson & Johnson MedTech – Supply Chain is recruiting for a Senior Manager, BPO GCS Systems, located in the United States, or Switzerland (remote by exception). This role is a delivery-focused systems and business process lead responsible for operating and continually improving our Global Customer Solutions systems stack. For Automation, you’ll manage release cadence, integrations, pilots, and enable regional readiness so our digital and operational capabilities deliver measurable efficiency and better customer experiences.

Requirements

• Bachelor’s degree required
• 8+ years delivering platform releases and integrations (APIs/EDI) in contact center or CRM environments.
• Hands-on familiarity with Automation, Genesys, or Microsoft Dynamics (or comparable platforms).
• Strong operational readiness experience and runbook/playbook creation.
• Data driven orientation: experience reporting adoption, defect rates and deployment cadence.
• Excellent partner coordination skills across IT, vendors and regional operations.
• English required.

Nice To Haves

• Advanced degree preferred.
• Experience running GenAI/automation, MSD, Genesys pilots and scaling automation.
• Technical hands-on experience with APIs, middleware and EDI configuration.
• Experience working with global partners and multi-region rollouts.

Responsibilities

• Own the end-to-end strategy, deployment and standards: set the roadmap, prioritize enhancements and integrations, and ensure system architecture and configurations align with global objectives and enterprise IT requirements.
• Develop, maintain and enforce operational playbooks and governance—runbooks, cutover/rollback procedures, testing protocols and critical issue paths—and ensure consistent adherence to global standards across regions, partners and vendor teams.
• Own the platform backlog and sprint/release cadence.
• Coordinate integrations, testing, cutovers and rollback plans with IT, vendors and regional teams.
• Run pilots and translate pilot outcomes into scaled rollout plans.
• Manage operational readiness activities: training, staged rollouts, hypercare and adoption tracking.
• Monitor platform health and performance metrics (adoption, defect rates, incident MTTR, time to deploy).
• Drive continuous improvement to reduce manual touchpoints and increase digital self-service adoption.

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
• 10 days 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: Senior