Sr. Manager, BPO GCS Systems

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 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 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:

People Leader

All Job Posting Locations:

Zug, Switzerland

Job Description:

Johnson & Johnson MedTech – Supply Chain is recruiting for a Senior Manager, BPO GCS Systems, located in the United States, or Switzerland (remote by exception).

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with 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 Number: R-075436

Zug, Switzerland - Requisition Number: R-077886

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

About MedTech:

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Learn more at https://www.jnj.com/medtech

Overview:

We’re hiring a delivery-focused systems and business process lead to operate and continually improve our Global Customer Solutions systems stack. For Case Management- (Microsoft Dynamics and Genesys), you’ll manage release cadence, integrations, pilots, and enable regional readiness so our digital and operational capabilities deliver measurable efficiency and better customer experiences.

Key responsibilities:

• Own the end-to-end strategy, deployment and standards: set the roadmap, prioritize enhancements and integrations, and ensure system architecture and configurations align with global objectives and enterprise IT requirements.
• Develop, maintain and enforce operational playbooks and governance—runbooks, cutover/rollback procedures, testing protocols and critical issue paths—and ensure consistent adherence to global standards across regions, partners and vendor teams.
• Own the platform backlog and sprint/release cadence
• Coordinate integrations, testing, cutovers and rollback plans with IT, vendors and regional teams.
• Run pilots and translate pilot outcomes into scaled rollout plans.
• Manage operational readiness activities: training, staged rollouts, hypercare and adoption tracking.
• Monitor platform health and performance metrics (adoption, defect rates, incident MTTR, time to deploy).
• Drive continuous improvement to reduce manual touchpoints and increase digital self-service adoption.

Qualifications:

Education:

• Bachelor’s degree required; advanced degree preferred.

Experience and skills:

Required:

• 8+ years delivering platform releases and integrations (APIs/EDI) in contact center or CRM environments.
• Hands-on familiarity with Automation, Genesys, or Microsoft Dynamics (or comparable platforms).
• Strong operational readiness experience and runbook/playbook creation.
• Data driven orientation: experience reporting adoption, defect rates and deployment cadence.
• Excellent partner coordination skills across IT, vendors and regional operations.

Preferred:

• Experience running GenAI/automation, MSD, Genesys pilots and scaling automation.
• Technical hands-on experience with APIs, middleware and EDI configuration.
• Experience working with global partners and multi-region rollouts.

Other:

• Language requirements: English required.
• Travel: Approximately 10% globally.
• Reporting: This role reports to Director, Global Systems & Processes. Individual contributor
• Scope: Global

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:

Advanced Analytics, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Standard Operating Procedure (SOP), Team Management