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Senior Manager, Customer Service Digital Solutions
Johnson & JohnsonSenior Manager, Digital Solutions overseeing international customer experience strategy for healthcare innovation at Johnson & Johnson. Leading capability and technology roadmap to enhance digital customer interactions.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading digital customer experience strategies and optimizing customer service systems, with a strong focus on data-driven decision-making and cross-functional collaboration. Proficient in translating business requirements into actionable digital solutions within regulated industries.
Highest-signal resume keywords
Digital Customer Experience StrategyCross-Functional LeadershipData AnalyticsEDI ExperienceCustomer Insights
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Digital Customer ExperienceCustomer OperationsAnalyticsDigital EnablementProgram Management
Soft Skills
Excellent Communication SkillsLeadershipCollaboration
Tools & Technologies
CRM ToolsERP SystemsCustomer Analytics ToolsDigital Ordering Platforms
Industry Keywords
Regulated IndustryMedical DevicesHealthcareLife Sciences
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Lead the International digital customer experience strategy across EDI, DSOS, customer insights, and supporting satellite systems
- Oversee and optimise the satellite systems supporting Customer Services and external customers
- Own the International customer experience narrative by translating business requirements into customer expectations
- Lead the development, prioritisation, and delivery of the digital customer experience capability and technology roadmap
- Partner end to end with Commercial, Customer Service, Supply Chain, Finance, Technology, and external customers
- Provide people, virtual team, and cross‑functional leadership
- Drive governance, adoption, enhancements, and user experience improvements
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 with EDI, customer portals, or digital ordering platforms preferred
- Familiarity with CRM, ERP, or customer analytics tools
- Experience in a regulated industry such as medical devices, healthcare, or life sciences
- Excellent written, verbal, and presentation communication skills
- Ability to translate business needs into actionable digital solutions
Benefits
Comp & perks- Inclusive work environment
- Health care programs
- Professional development opportunities