Johnson & Johnson is hiring for a Senior Product Manager, Salesforce to be located in New Brunswick, NJ or Tampa, FL.

Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 130 years. We embrace research and science - bringing innovative ideas, products, and services to advance the health and well-being of people. With $82.1 billion in 2019 sales, Johnson & Johnson is the world's most comprehensive and broadly-based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets. There are more than 250 Johnson & Johnson operating companies employing over 125,000 people and with products touching the lives of over a billion people every day throughout the world. If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen.

Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer.

Summary:
The Business Solutions Enablement group within Service Experience & Excellence (SE&E) provides the Global Services Organization with governance and execution leadership for the Salesforce.com (SFDC) and Genesys platforms which are critical to everything from new service introductions to analytics.

The Business Solutions Senior Manager is a business representative and subject matter authority who is directly responsible for product value delivery and is accountable for helping translate business needs into tangible results. They drive the team towards a common goal and product vision in partnership with IT (JJT).

The Business Solutions Senior Manager will seek, assess and partner to deliver technology initiatives that drive growth and efficiencies, and will be responsible for developing industry leading or industry par cross-functional shared services enabling technology products, including the development of strategy, planning, and execution of technology capabilities within the organization. The Business Solutions Senior Manager acts as the business owner for deployed technologies, leading cross-functional business teams in formulating requirements, prioritization of requirements, budgeting and planning resources required to support business solution delivery, and partners with IT (JJT) to support the delivery of those solutions. As the Chief Product Owner, this role owns contact center related technology solutions in run-state and partners with Project Teams to ensure that new technologies required to support the GS Contact Centers are delivered, and operating procedures are in place for their ongoing management.

Responsibilities:

• Collaborate closely with a diverse set of internal functional partners to establish and deliver business objectives. Serve as the primary interface to business partners regarding user story creation, review and approval for the Salesforce.com (SFDC) solution inclusive of case management, knowledge management and community portal. Responsible for defining product vision & roadmap. Execute, through team collaboration and value driven decisions, detailed application planning to ensure new business needs are met. Implement and operate the governance model through a product management methodology, ensuring controls are in place for change and release management.
• Collaborate closely with Information Technology (JJT) to increase efficiency and effectiveness of Global Services Cross-Functional technology platforms. As part of a team, drive the delivery of cross-functional contact center technology solutions that enable enhanced service experience and increased efficiency of the Global Services operations across the L1 and L0 tiers of the operating model.
• Partner to develop and implement documentation required to ensure effective ongoing operation and compliance, ensuring the products meet company standards for security, compliance and data privacy. Lead requirements gathering workshops, develop and deliver release planning and communications, operating procedures. Financially responsible for the Products in the GS Cross functional portfolio.
• Research and recommend innovative Contact Center solutions, leverage existing technologies, and become the product owner of Contact Center Technologies as they are operationalized.
• Support development of the Business Solutions roadmap, identifying future-state user needs, identifying capabilities that meet those needs, supporting the development of cost and resource requirements to deliver those capabilities, and prioritizing efforts with partners.
• Participate in technology planning processes, support department projects, support budget and resource planning processes. Perform other work related duties as assigned

Qualifications

• A minimum of a Bachelor's degree is required; A Master's or other advanced degree is preferred.
• Minimum 8 years business product owner experience with SFDC (Salesforce.com) is required.
• Minimum of 3 years people management/supervisory experience is required.
• Established understanding of contact center technologies and experience with Salesforce (SFDC) is required.
• Model a genuine passion for great customer service.
• Demonstrate ability to think globally and strategically and turn information into effective strategies that get results.
• Comfortable with ambiguity; able to chart a project path through a myriad of details.
• Experience leading and implementing technology standardization and researching new innovative solutions that support ongoing business needs
• Coordinating change plans, process re-design, and technology rollouts
• Project management and organizational skills with the ability to balance multiple priorities in a dynamic and virtual environment
• Detailed understanding of key systems impacting cross-functional processes
• Strong influencing and negotiation skills, with the ability to engage and drive outcomes with various levels of organizational leadership
• Ability to manage expectations of diverse stakeholder group; effectively communicate with internal and external business partners.
• Proactive relationship manager; ability to build strong business partnerships
• Results oriented, strong decision-making skills.
• Highly motivated with ability to direct, lead, and motivate self and others.
• Strong technical aptitude and capability.
• Solid business sense.
• Must be able to travel approximately 10% of the time to domestic and international destinations.

Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability.

Primary Location
United States-Florida-Tampa-
Other Locations
United States-New Jersey-New Brunswick
Organization
Johnson & Johnson Services Inc. (6090)
Job Function
Info Technology
Requisition ID
2639200911