At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and Med Tech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations:

Job Category:

Professional

All Job Posting Locations:

Beerse, Antwerp, Belgium, Latina, Italy

Job Description:

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way. Learn more at https://www.jnj.com/innovative-medicine.

Transcend is a global business transformation program that will modernize our foundational transactional processes and harmonize them into one “clean” ERP as a standardized platform for growth and efficiency gains.

This program will simplify the Innovative Medicine ERP landscape from 7 to 1, standardizing processes to have a cost-effective, fit-for-purpose digital backbone that will enable us to support the Innovative Medicine business with agility. Additionally, the program will remediate the end-of-life system exposure that we risk towards the end of this decade.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to follow local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):

United States: Requisition-R-059754

Belgium and Italy: Requisition-R-062831

Switzerland: Requisition-R-063644

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

We are searching for the best talent for a Transcend; Customer Excellence Global Template Owner. This hybrid position will be located in Raritan, New Jersey (USA). Alternate hybrid locations may be considered at other Innovative Medicine Supply Chain hubs such as Zug, Switzerland; Beerse, Belgium; or Latina, Italy.

The JJIM Transcend Customer Excellence Order Management GTM role is part of the Innovative Medicine Transcend Transformation Program—a complex, multi‑year business and technology transformation initiative developed to build a fit‑for‑purpose global backbone that supports the future needs of Innovative Medicine with agility.

As a member of the Customer Excellence team, this role will lead the consolidation of Order Management business processes and support the creation of the Global Template aligned with the Transcend Global roadmap rollout.

Key Responsibilities

• Serve as the Innovative Medicine subject matter expert for all Order Management activities to drive global S/4 HANA capability standardization, alignment, and adoption.
• Ensure all Order Management processes and designs align with the Transcend future‑state blueprint.
• Map end‑to‑end Order journeys, including Order to Invoice, Reverse Logistics, Revenue Document Processing, and printed forms, with integration across Operations, Customer Service, Revenue Processing, and Customer Excellence GP.
• Act as a Change Champion across Customer Excellence and Operations to support global standardization and process harmonization.
• Develop, document, and steward the Global Template, ensuring integrity, consistency, and alignment across all markets.
• Apply strong global and business-focused reasoning in handling critical issues, business risks, and the development of mitigation strategies.
• Build and optimize business processes aligned with the future-state Customer Excellence ecosystem architecture and support adoption across regional Customer Excellence organizations.
• Lead the execution of Business Simulation and User Acceptance Testing, ensuring clear acceptance criteria across Order Management, Returns, Credits/Debits, and forms processes.
• Document and map all end‑to‑end Customer Excellence processes, ensuring high-quality and up‑to‑date knowledge center content.
• Provide insights and support for training design, compliance documentation, and ongoing process updates.
• Develop and implement standard testing approaches and tools to ensure consistent process validation.
• Support quality compliance, system validation, and change control processes to maintain an ongoing compliant state and ensure operational excellence.
• Build advanced analytics and recommend performance metrics; supervise processes using technology and ensure regional adoption advised by collaborator input and Voice of Customer insights.
• Lead a team of 2–5 direct reports, owning people leadership, coaching, and full performance management responsibilities.

Qualifications

Education:

• Minimum of a Bachelor's/University or equivalent degree is required; focused degree preferred in Customer Service, Deliver, Supply Chain, Procurement, other related.

Required

• 8–10+ years of relevant work experience.
• Strong global approach, business acumen, and customer focus.
• Pharma or Life Sciences business experience (minimum 5 years).
• Business process build, engineering, or optimization experience (minimum 3 years).
• Excellent interpersonal and negotiation skills with demonstrated ability to influence and collaborate toward desired outcomes.
• People management experience, including the ability to collaborate in a highly matrixed environment.
• Experience with regional leadership or leading remote/virtual teams.
• Business knowledge of Order Management, Reverse Logistics, Credit/Debit Management, Reporting, and Forms Management.
• Confirmed experience with testing methodology.
• Strong analytical skills and business savvy with a solid appreciation for standard methodologies and governance.
• Proven project management experience.
• Strong customer focus (internal and external), including collaborator development and management.
• Ability to effectively lead and govern functional decision‑making bodies.
• Experience deploying standardized work processes, tools, and templates.
• Experience handling timelines and milestones in sophisticated business environments.
• Ability to establish relationships and engage senior business collaborators.

Preferred

• Proven understanding of the Janssen Supply Chain.
• Expert-level understanding of Customer Excellence and Order Management business processes and requirements.
• Experience crafting, developing, and implementing business process decompositions or blueprints.
• Process Excellence training and/or certification.
• Experience with ERP systems such as SAP.
• Familiarity with innovative technologies supporting automated processes (e.g., robotic process automation, chatbots, natural language voice recognition).
• Additional project management experience or certification.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

Preferred Skills:

Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Organizing, Process Optimization, Quality Auditing, Standard Operating Procedure (SOP), Technical Credibility