Technology Manager – Customer Experience Engineering

6090-Johnson & Johnson Services Legal Entity • Raritan, NJ

4d • Onsite

About The Position

Johnson & Johnson is seeking a Technology Manager – Customer Experience Engineering to be located in Raritan, NJ. The Technology Manager will lead Global Customer Experience (CX) Engineering capabilities in a highly regulated healthcare environment. This role has end‑to‑end accountability for technology strategy, architecture, engineering delivery, and operations across Touchless order automation and Microservices. The role partners closely with senior business and technology leaders across Supply Chain, Commercial, and IT to deliver secure, scalable, and integrated digital solutions that improve customer experience, operational efficiency, and business outcomes. This is a Engineering Manager role requiring strong strategic ownership, people leadership, and selective hands‑on technical engagement to ensure engineering excellence and reliable delivery.

Requirements

• Bachelor’s degree in computer science, Engineering, Information Systems, or related STEM field.
• 8+ years of IT experience, including 3–5 years of people leadership in CX, Supply Chain management, Microservices, Integration patterns.
• Proven delivery of large‑scale, business‑critical CX solutions.
• Hands‑on experience with EDI (IBM sterling, OpenText) and Microservices Platforms (AWS).
• Strong expertise in modern integration and cloud architectures (APIs, event‑driven systems, middleware).
• Experience with cloud platforms, containerization, CI/CD, and Infrastructure as Code.
• Practical experience delivering Agentic AI solutions.
• Understanding of SAP - OTC process with supply chain experience.
• Strong understanding of security, privacy, and compliance in regulated environments.
• Excellent communication and senior stakeholder engagement skills.
• Demonstrable experience shaping or leading an integration area, platform, or significant solution at a strategic level.
• Experience with cloud-native tech stacks (AWS preferred) and practical experience building services in Node.js (or equivalent).

Nice To Haves

• Master’s degree or advanced technical certifications.
• Hands-on experience enabling and onboarding EDI trading partners.
• Experience in healthcare or regulated life sciences.
• Experience with Microservices with AWS tech stack and EDI standards.
• Experience with agentic AI platforms or architecting AI-assisted automation or orchestration for integrations.

Responsibilities

• Drive and own digital technology strategy, roadmap, and execution, modernizing existing EDI capabilities and aligning them with an API/Microservices-first integration platform.
• Translate business priorities into clear technical roadmaps, outcomes, and delivery plans aligned with enterprise strategy.
• Own API governance: versioning policies, lifecycle, developer portal strategy, API documentation standards and partner onboarding/self-service processes.
• Partner with Product and Business Technology leaders to prioritize investments that maximize customer and business value within Supply chain.
• Drive and lead scalable, cloud-native microservices and API solutions (API gateway, service mesh, event streaming) to support all partner and internal integration needs.
• Lead engineering, development, and DevOps for platforms supporting Api management, enhancements and continuous CI/CD.
• Define and govern end‑to‑end architecture, leveraging API‑first, event‑driven, and microservices‑based patterns.
• Provide hands‑on technical leadership through architecture reviews, design sessions, POCs, and complex issue resolution, as needed.
• Drive applied AI/ML initiatives, including Conversational AI, LLM/RAG solutions, predictive triage, and agent frameworks.
• Derive and lead Innovation with agentic AI platforms or architecting AI-assisted automation or orchestration for integrations.
• Lead, coach, and develop a high‑performing, multidisciplinary engineering organization.
• Build a culture of accountability, engineering excellence, and continuous improvement.
• Own performance management, talent development, and workforce planning aligned to business needs.
• Own vendor performance, contracts, SLAs, financials, & statements of work for Dev Ops Vendors
• Align internal roadmaps with vendor roadmaps to maximize value and reduce risk.
• Lead budgeting, financial planning, and cost optimization for CX technology services.
• Ensure CX platforms meet healthcare regulatory and compliance requirements (GxP, SOX, HIPAA, Privacy, GDPR).
• Partner with security and compliance teams to implement controls, audits, and risk mitigation.
• Balance speed, innovation, and risk in a regulated enterprise environment.
• Partners across Supply Chain, Commercial, and IT to deliver value iteratively.
• Own CX and operational KPIs, including touchless order rate, order accuracy, time to resolution, CSAT/NPS, and platform reliability.
• Use data and insights to drive measurable outcomes and continuous improvement.

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 period10 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: Manager