Senior Manager, Customer Excellence & Innovation

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.comJob FunctionSupply Chain DeliverJob Sub FunctionDeliver ExcellenceJob CategoryProfessionalAll Job Posting Locations:Mechelen, Antwerp, BelgiumJob DescriptionAbout Innovative Medicine Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.Learn more at https://www.jnj.com/innovative-medicineWe are searching for the best talent for a Senior Manager, Customer Excellence & Innovation, to be based in our Antwerp, Belgium location.United States & Puerto Rico - Requisition Number: R-038658 Belgium - Requisition Number: R-040143High Wycombe, UK Requisitions Number: R-040133Bogota, Columbia,Key ResponsibilitiesThis role leads the global strategy, deployment, and governance of Customer Service enabling technologies, including Salesforce (SFDC), Genesys, and J&J Customer Connect, ensuring global template integrity and alignment with the Customer Service strategy. As the Global Template Owner, the position defines and delivers the global roadmap, overseeing lifecycle management, upgrades, and change controls to enable consistent, scalable platform deployment across regions. Acting as a Subject Matter Expert, the role advises on platform capabilities, innovation, and integration with other digital tools to advance the Customer Excellence roadmap and address inefficiencies or local deviations. It partners closely with regional and global stakeholders to gather requirements, design value-add enhancements, and deliver solutions that enhance customer experience and operational efficiency. The position also manages budgets and financial planning within scope, supporting annual and long-range business planning, ROI evaluation, and adoption tracking. Using performance metrics and analytics, the role identifies improvement opportunities, ensures compliance, and drives continuous optimization through successful delivery of innovation pilots, scalable capabilities, and emerging technologies such as AI and RPA.Lead global strategy, deployment and governance for CS platforms (SFDC, JJCC, Genesys etc) ensuring global template integrity and alignment with the CS strategyDefine and deliver the global roadmap, managing life cycle activities, upgrades and change controls to enable consistent scalable platform deployment across regions.Act as Subject Matter Expert on platform capabilities, advising on innovations, integrations with other digital tools and advancement of the Customer Excellence roadmap related to inefficiencies and local deviations.Manage budgets and financial planning within associated scope, supporting annual and long-range business planning in partnership with regional counterparts. Evaluation and measurement of ROI and adoption.Use performance metrics and analytics to identify improvement opportunities, ensure compliance and continually optimize platform performance and service delivery through Successful delivery of innovation pilots and scalable capabilities.QualificationsEducation:A Bachelors degree is required, an MBA is preferred .Requires a minimum of 6 years of experience from related roles within Customer Service Operations, relating to technology capability.Minimum 2 years of Agile methodology required