Senior Manager, BPO GCS Systems (Case Management), Global Customer Solutions, MedTech Supply Chain
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 available across multiple countries and may be posted under different requisition numbers to comply with local requirements. This role is a delivery-focused systems and business process lead responsible for operating and continually improving our Global Customer Solutions systems stack, specifically for Case Management (Microsoft Dynamics and Genesys). The individual will 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
- Consolidated retirement plan (pension) and savings plan (401(k)).
- Eligible to participate in the Company’s long-term incentive program.
- Vacation –120 hours per calendar year.
- Sick time - 40 hours per calendar year (varies by state).
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
