Manager - Customer Experience Solutions

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are our expertise in Innovative Medicine and MedTech 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 more at

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:

Supply Chain Deliver

Job Sub Function:

Multi-Family Supply Chain Deliver

Job Category:

People Leader

All Job Posting Locations:

Raritan New Jersey United States of America

Job Description:

We are seeking the best talent for a Manager Customer Experience Solutions 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 endtoend accountability for Technology Strategy Architecture Engineering Delivery and Operations across Customer Experiences 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 handson technical engagement to ensure engineering excellence and reliable delivery.

Key Responsibilities

Technology Strategy & Delivery

• Define and govern endtoend architecture using APIfirst eventdriven and microservices patterns for Touchless (EDI) Self-Service (Commerce) and other CX systems.
• Lead design and delivery of cloudnative platforms (API gateway service mesh event streaming).
• Own platform engineering DevOps CI/CD infrastructure-as-code release orchestration and environment management.
• Establish standards for resilience observability security performance and capacity planning.

Engineering Architecture & Operations

• 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 endtoend architecture leveraging APIfirst eventdriven and microservicesbased patterns to improve Customer Experience.
• Provide handson technical leadership through architecture reviews design sessions POCs and complex issue resolution as needed.
• Lead or deliver 12 highimpact technical POCs or remediation sprints per quarter.
• Lead the migration of legacy monolithic applications to cloud-ready containerized microservices

AI & Innovation

• 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.

People & Talent Leadership

• Lead coach and develop a highperforming multidisciplinary engineering organization .
• Build a culture of accountability engineering excellence and continuous improvement .

Vendor Financial & Portfolio Management

• Own vendor performance contracts SLAs financials & statements of work for Dev Ops Vendors
• 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).
• Balance speed innovation and risk in a regulated enterprise environment for Microservices development.

CrossFunctional Leadership & KPI Ownership

• Partners across Supply Chain Commercial and IT to deliver value iteratively.
• Use data and insights to drive measurable outcomes and continuous improvement .

Qualifications

Required:

• Bachelors degree in computer science Engineering Information Systems or related STEM field .
• 10 years of IT experience including 35 years of people leadership in CX Supply Chain management Microservices Integration patterns.
• Proven delivery of largescale businesscritical CX solutions (like Touchless-EDI Self-Service-Commerce).
• Strong expertise in modern integration and cloud architectures (APIs eventdriven systems middleware).
• Experience with cloud platforms containerization CI/CD and Infrastructure as Code.
• Practical experience delivering Agentic AI solutions.
• Understanding of OTC process with supply chain experience.
• Demonstrable experience shaping or leading an integration area platform or significant solution at a strategic level.
• Experience with cloud-native tech stacks (AWS preferred Azure) and Hands-on-experience building services in Java Python or Go (or equivalent).

Preferred:

• Masters degree or advanced technical certifications.
• Experience in healthcare or regulated life sciences .
• Experience in Managing the Customer Experience system (Touchless (EDI) Self Service (Commerce) and CRM).
• Hands On Experience in Developing Microservices with AWS tech stack.
• Experience with agentic AI platforms or architecting AI-assisted automation or orchestration for integrations

Leadership Profile

• Strategic outcomedriven leader who converts business needs into clear technology direction .
• Influential communicator with senior leaders vendors and crossfunctional teams.
• Strong judgment and prioritization in complex regulated environments.
• Proven ability to build develop and retain highperforming teams .

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.

#JNJTECH

Required Skills:

Preferred Skills:

The anticipated base pay range for this position is :

$102000.00 - $177100.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans employees are eligible to participate in the Companys consolidated retirement plan (pension) and savings plan (401(k)).

Subject to the terms of their respective policies and date of hire employees are eligible for the following time off 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

For additional general information on Company benefits please go to: - Experience:

Manager