Director, Global Business Product Owner - CXM Transformation, Service & Repair Experience

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 https://www.jnj.com

Job Function

Project/Program Management Group

Job Sub Function

Project/Program Management

Job Category

Professional

All Job Posting Locations:

Markham, Ontario, Canada

Job Description

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.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

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-037007

Canada - Requisition Number: R-039117

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

We are searching for the best talent for a Director, Global Business Product Owner - CXM Transformation, Service & Repair Experience. The position can be based in New Brunswick, NJ, any MedTech location, or remote in US and Canada work options may be considered on a case-by-case basis and if approved by the Company. This is a Duration Role (2 Years) & there is eligibility for severance.

Purpose: The Director, Global Business Product Owner - CXM Transformation, Service & Repair Experience will serve as the strategic leader responsible for defining, prioritizing, and managing the business requirements and features of the CRM platform for the Service & Repair experience area within a large-scale transformation initiative. Acting as the voice of the business, this role ensures that the CRM solution aligns with global business objectives, drives customer engagement, and delivers measurable value. The ideal candidate will possess deep expertise in CRM systems, business process design and implementation, and agile product management in a complex, global environment.

You Will Be Responsible For

Strategic Product Ownership

• Develop and maintain the global product vision, roadmap, and backlog for CRM capabilities, ensuring alignment with business goals and delivery of measurable value by way of incremental revenue and cost avoidance.
• Translate strategic business needs into detailed requirements, user stories, and acceptance criteria.
• Prioritize features and/or enhancements based on business value, technical feasibility, and stakeholder input.
  
  

Stakeholder Engagement & Leadership

• Act as the primary liaison between Global Business Units, Regional Leadership, IT, and the Program team.
• Lead collaboration with cross-functional teams, including Sales, Marketing, Customer Service, Service & Repair, Professional Relations & Operations.
• Manage expectations, communicate progress, and gather feedback from executive sponsors and key stakeholders.
• Act as an empowered decision-maker regarding prioritization, removing roadblocks and driving timely decisions.
  
  

Business Process & Requirements Management

• Gather, analyze, and document business requirements, ensuring clarity and completeness.
• Drive process optimization to ensure CRM functionalities support efficient and scalable business operations.
• Lead workshops and sessions to elicit detailed requirements and validate solutions.
  
  

Agile Product Delivery

• Collaborate within an Agile team framework to ensure timely delivery of capabilities in alignment with SME feedback.
• Review and accept deliverables, ensuring they meet acceptance criteria and quality standards.
• Continuously refine the product backlog based on evolving business needs and feedback.
  
  

Change Management & Adoption

• Support change management initiatives to maximize user adoption and value realization.
• Develop training, communication, and support strategies for end-users.
• Collaborate with leaders and team members to ensure successful market launch and continuous improvement across the product lifecycle.
  
  

Performance & Value Realization

• Define KPIs and success metrics for CRM initiatives.
• Monitor product performance and drive continuous improvement efforts.
• Ensure that CRM capabilities deliver tangible business benefits and ROI.
  
  

Qualifications & Experience

• Bachelor’s degree in Business, Information Technology, or related field; Master’s preferred.
• 10+ years of experience in Commercial Operations, CRM product management, Marketing, Business Analytics, Service & Repair or related roles.
• Proven track record of leading complex global initiatives and managing complex product portfolios.
• Experience in executing global transformations is highly desired.
• Strong understanding of CRM platforms (e.g., Salesforce, Microsoft Dynamics, SAP CRM) and digital channels.
• Expertise in agile methodologies, product lifecycle management, and stakeholder management, including strong proficiency with financial management and project management practices, tools, and methodologies.
• Excellent analytical skills with ability to be detail-oriented and while also communicating top down at the senior executive level.
• Experience as a Portfolio Manager on a cross-functional agile team preferred.
• Foundational skills in Data Engineering, Cybersecurity, Intelligent Automation and Emerging Technology is desirable.
• Exceptional communication, leadership, and stakeholder engagement skills.
• Approximately 25% travel expected.
  
  

Core Competencies

• Strategic Thinking & Visionary Leadership
• Customer-Centric Mindset
• Agile & Scrum Methodologies (agile delivery with a fall-fast mindset & measurable outcomes)
• Product Management discipline
• Cross-Functional Collaboration
• Leader, collaborator, team player, and individual contributor
• Data-Driven Decision Making
• Problem solver
• Trusted partner
• Change Management & Influence