Sr Mgr Service Program Management

Johnson & Johnson Innovative Medicine•Santa Clara, CA

9d•$142,000 - $244,950•Hybrid

About The Position

Johnson & Johnson MedTech is currently seeking a Global Service Program Manager / Senior Manager, MONARCH to join our team located in the United States. Role can be based in Santa Clara, CA (hybrid) or remote, with preference for candidates located on the West Coast. This role is responsible for leading global service programs and strategic initiatives that enable the growth, scalability, and operational readiness of the MONARCH service organization. The Global Service Program Manager / Senior Manager will partner across Service, Operations, Supply Chain, Quality, Regulatory, Commercial, Digital, and R&D to build and improve service systems, processes, data visibility, and service readiness for new product introductions and global market expansion. The level of the role will be aligned to the selected candidate’s experience, scope of leadership, and demonstrated ability to drive complex, cross-functional programs.

Requirements

Bachelor’s degree required; advanced degree preferred in business, engineering, operations, or a related field.
Typically 5+ years of relevant experience for Manager level or 8+ years for Senior Manager level in program management, service operations, medical devices, healthcare, or other highly regulated industries.
Demonstrated experience leading complex, cross-functional programs with multiple stakeholders, competing priorities, and time-sensitive deliverables.
Strong understanding of program management fundamentals, including scope, timeline, risk, issue, dependency, and change management.
Experience driving process improvement, operational excellence, and business readiness across functions.
Ability to translate business requirements into process, system, data, and operational needs.
Strong analytical, communication, and executive presentation skills, with the ability to synthesize complex information into clear recommendations.
Ability to work effectively across global, matrixed organizations and influence without direct authority.
Experience working with quality, regulatory, supply chain, commercial, service, and/or product development teams in a regulated environment preferred.
Proficiency with common program and business tools such as Excel, PowerPoint, project planning tools, and dashboard/reporting solutions.

Nice To Haves

Experience supporting new product introductions, launch readiness, or service commercialization activities.
Experience with service parts, FRU planning, installed base support models, or field service readiness.
Background working with ERP, CRM, or service management systems and related master data or reporting processes.
PMP, Lean, Six Sigma, or similar program/process improvement certification.
Experience in a global medical device, capital equipment, robotics, or service-driven organization.

Responsibilities

Lead complex, cross-functional global service programs from concept through implementation, including program planning, milestone tracking, risk management, stakeholder alignment, and executive communication.
Drive service readiness activities for new product introductions, including service process design, service system setup, field readiness planning, spare parts and FRU strategy, documentation, training coordination, and launch support.
Partner with cross-functional teams to define, implement, and improve global service processes, tools, and operating models that support quality, compliance, scalability, and customer experience.
Develop and maintain dashboards, KPIs, and reporting mechanisms to provide visibility to program health, operational performance, service readiness, and business outcomes.
Translate business needs into service system and process requirements, working closely with digital, IT, and business teams to improve workflows, master data, reporting, and service transactions.
Support global expansion initiatives by helping establish service capabilities, processes, parts readiness, and operational infrastructure for new regions and markets.
Coordinate FRU and service parts setup activities, including planning, data alignment, cross-functional dependencies, and readiness tracking to support launch and ongoing service operations.
Identify opportunities to simplify, standardize, and improve service processes through Lean, continuous improvement, and data-driven problem solving.
Build strong partnerships across Service, Supply Chain, Quality, Regulatory, Commercial, Finance, Operations, and R&D to align priorities and deliver program objectives.
Prepare clear updates, recommendations, and decision materials for leadership to support governance, issue resolution, and strategic planning.

Benefits

medical
dental
vision
life insurance
short- and long-term disability
business accident insurance
group legal insurance
consolidated retirement plan (pension)
savings plan (401(k))
Vacation –120 hours per calendar year
Sick time - 40 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
Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours