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Senior Manager, Customer Service Digital Solutions
Johnson & JohnsonSenior Manager driving digital customer experience initiatives at Johnson & Johnson. Leading international customer experience strategy and overseeing satellite systems for customer service.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading digital customer experience strategies, optimizing satellite systems, and leveraging data insights to drive decision-making. Proven ability to manage cross-functional teams and deliver complex transformation initiatives aligned with business priorities.
Highest-signal resume keywords
Digital Customer Experience StrategyData Analysis and InsightsCross-Functional LeadershipDigital EnablementCustomer Operations Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Experience ImprovementDigital Capability DevelopmentProject Portfolio OversightPerformance Metrics AnalysisAutomation and Digitalisation
Soft Skills
LeadershipCollaborationAccountabilityEngagement
Tools & Technologies
EDIDSOSOCRSFDCGenesys
Industry Keywords
Customer InsightsDigital AdoptionContinuous ImprovementCommercial AlignmentTransformation Initiatives
Tech Stack
Tools & technologiesSFDC
About the role
Key responsibilities & impact- Lead the International digital customer experience strategy across EDI, DSOS, customer insights, and supporting satellite systems, ensuring alignment to business priorities and external customer needs.
- Oversee and optimise the satellite systems supporting Customer Services and external customers, including DSOS, EDI, OCR, SFDC, and Genesys.
- Own the International customer experience narrative by translating business requirements into customer expectations, service needs, and digital capability priorities.
- Lead the development, prioritisation, and delivery of the digital customer experience capability and technology roadmap, including project portfolio oversight, budget alignment, execution tracking, and status reporting.
- Partner end to end with Commercial, Customer Service, Supply Chain, Finance, Technology, and external customers to identify needs, shape solutions, and deliver commercially aligned digital capabilities with and for external customers.
- Provide people, virtual team, and cross‑functional leadership, creating clarity of direction, accountability, and strong engagement to deliver International digital customer experience priorities.
- Drive governance, adoption, enhancements, and user experience improvements across EDI, DSOS, digital ordering, and customer interaction channels.
- Develop and analyse customer insights and performance metrics to identify trends, risks, opportunities, and recommendations that support leadership decision‑making.
- Lead continuous improvement initiatives to increase digital adoption, reduce manual effort, strengthen automation and digitalisation, and improve service outcomes.
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 programmes, platforms, or teams focused on digital enablement or CX improvement.
- Strong analytical skills with experience leveraging data and insights to drive decisions.
- Experience leading and developing people, virtual teams, or cross‑functional groups to deliver complex digital, customer experience, or commercially focused transformation initiatives.
- Other Language: English (required).
Benefits
Comp & perks- Professional development opportunities