Technology Manager - Customer Experience & Digital Contracting

Technology Manager – Customer Experience & Digital Contracting Location: Raritan, New Jersey, United States. Job Overview The Technology Manager will lead Global Customer Experience (CX) Digital Contracting capabilities in a highly regulated healthcare environment. This role has end‑to‑end accountability for technology strategy, architecture, engineering delivery, and operations across Digital Contracting and Customer Self‑Service solutions. 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. Key Responsibilities Technology Strategy & Delivery Drive and own digital technology strategy, roadmap, and execution, with a focus on Digital Contracting and self‑service capabilities. Translate business priorities into clear technical roadmaps, outcomes, and delivery plans aligned with enterprise strategy. Partner with Product and Business Technology leaders to prioritize investments that maximize customer and business value. Engineering, Architecture & Operations Lead engineering, development, and DevOps for Digital Contracting platforms supporting pricing, rebates, and contracts. Define and govern end‑to‑end architecture, leveraging API‑first, event‑driven, and microservices‑based patterns. Ensure reliable, scalable, and auditable integrated architecture across the CX ecosystem, supporting customer commerce order fulfillment and contract lifecycle management. Provide hands‑on technical leadership through architecture reviews, design sessions, POCs, and complex issue resolution, as needed. AI & Innovation Drive applied AI/ML initiatives, including Conversational AI, LLM/RAG solutions, predictive triage, and agent frameworks. Increase automation, responsiveness, and customer experience through production‑grade AI solutions. Partner with data, platform, and security teams to operationalize AI safely at scale. People & Talent Leadership 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. Vendor, Financial & Portfolio Management Manage strategic technology vendors and SaaS platforms, including SAP Commerce and Model N. 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. Regulatory, Security & Compliance 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. Cross‑Functional Leadership & KPI Ownership Partner across Supply Chain, Commercial, Digital Contracting, 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. Required Qualifications 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, digital contracting, and eCommerce platforms. Proven delivery of large‑scale, business‑critical CX solutions. Hands‑on experience with Digital Contracting (e.g., Model N). Exposure/experience with e‑Commerce solutions (such as SAP Commerce/Hybris). 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 AI/ML solutions in production, including LLMs and RAG patterns. Strong understanding of security, privacy, and compliance in regulated environments. Excellent communication and senior stakeholder engagement skills. Preferred Qualifications Master’s degree or advanced technical certifications. Experience in healthcare or regulated life sciences. Certifications in PMP, ITIL, cloud platforms, or AI/ML. Experience with analytics, conversational UX, and customer journey design. Leadership Profile Strategic, outcome‑driven leader who converts business needs into clear technology direction. Influential communicator with senior leaders, vendors, and cross‑functional teams. Strong judgment and prioritization in complex, regulated environments. Proven ability to build, develop, and retain high‑performing teams. Salary The anticipated base pay range for this position is: $102,000.00 - $177,100.00. Benefits Vacation – 120 hours per calendar year Sick time - 40 hours per calendar year (40 hours for employees who reside in the State of Colorado; 48 hours for those in Washington) 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 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 internal employees contact AskGS to be directed to your accommodation resource. For additional general information on Company benefits, please go to: #J-18808-Ljbffr