Manager, Digital CX CRM/Telephony

Johnson & Johnson

Manager of Digital CX responsible for leading initiatives to enhance customer experience in healthcare. Overseeing CRM and Telephony capabilities to ensure high-quality interactions and operational efficiency.

Posted 6/17/2026full-timeRaynham • Massachusetts, New Jersey, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $102,000 - $177,100 per yearWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead digital customer experience (CX) strategy and execution for US Customer Service related to CRM and Telephony platforms.
Oversee performance, adoption, and optimization of the CRM and Telephony platforms.
Drive governance, enhancements, and user experience improvements in partnership with IT and business stakeholders.
Develop and analyze customer insights and performance metrics to identify trends, risks, and improvement opportunities.
Partner with Customer Service, Sales, Finance, Supply Chain, and Global Services teams to align digital CX solutions with business needs.
Lead continuous improvement initiatives to increase digital adoption, reduce manual effort, and improve service outcomes.
Ensure compliance with internal controls, data governance standards, and applicable policies.
Support roadmap development, prioritization, and implementation of digital CX capabilities.
Prepare and deliver insights, recommendations, and performance updates to leadership.

Requirements

What you’ll need

Bachelor’s degree in Business, Information Systems, Operations, Analytics, or a related field.
6–8 years of progressive experience in digital customer experience, customer operations, analytics, or related business functions.
Experience leading programs, platforms, or teams focused on digital enablement or CX improvement.
Strong analytical skills with experience leveraging data and insights to drive decisions.
Preferred: Experience with CRM, Telephony, or digital ordering platforms.
Familiarity with ERP or customer analytics tools.
Experience in a regulated industry such as medical devices, healthcare, or life sciences.
Experience driving digital adoption and change management.
Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
Excellent written, verbal, and presentation communication skills.
Ability to translate business needs into actionable digital solutions.
Other Language: English (required).

Benefits

Comp & perks

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 period
10 days Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

digital customer experienceCRMTelephonydata analysisperformance metricsdigital enablementchange managementLeanSix Sigmacontinuous improvement

Soft Skills

analytical skillscommunication skillspresentation skillscollaborationleadershipproblem-solvingstrategic thinkinguser experience improvementstakeholder engagementactionable solution development