Manager – Customer Experience Solutions

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 atjnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

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We are seeking the best talent for aManager – Customer Experience Solutions to be located in Raritan, NJ.

The Technology Manager will leadGlobal Customer Experience (CX) Engineering capabilitiesin a highly regulated healthcare environment. This role has end‑to‑end accountability forTechnology Strategy, Architecture, Engineering Delivery, and Operations acrossCustomer Experiences and Microservices.

The role partners closely with senior business and technology leaders across Supply Chain, Commercial, and IT to deliversecure, scalable, and integrated digital solutions that improve customer experience, operational efficiency, and business outcomes.

This is a Engineering Manager role requiring strongstrategic ownership, people leadership, and selective hands‑on technical engagement to ensure engineering excellence and reliable delivery.

Key Responsibilities

Technology Strategy & Delivery

• Define and govern end‑to‑end architecture using API‑first, event‑driven, and microservices patterns for Touchless (EDI), Self-Service (Commerce) and other CX systems.
• Lead design and delivery of cloud‑native platforms (API gateway, service mesh, event streaming). 
• Own platform engineering, DevOps, CI/CD, infrastructure-as-code, release orchestration, and environment management. 
• Establish standards for resilience, observability, security, performance, and capacity planning.

Engineering, Architecture & Operations

• Drive and lead scalable, cloud-native microservices and API solutions (API gateway, service mesh, event streaming) to support all partner and internal integration needs.
• Leadengineering, development, and DevOps for platforms supporting API management, enhancements and continuous CI/CD.
• Define and governend‑to‑end architecture, leveraging API‑first, event‑driven, and microservices‑based patterns to improve Customer Experience.
• Provide hands‑on technical leadership througharchitecture reviews, design sessions, POCs, and complex issue resolution, as needed.
• Lead or deliver 1–2 high‑impact technical POCs or remediation sprints per quarter.
• Lead the migration of legacy monolithic applications to cloud-ready, containerized microservices

AI & Innovation

• Drive appliedAI/ML initiatives, including Conversational AI, LLM/RAG solutions, predictive triage, and agent frameworks.
• Derive and lead Innovation with agentic AI platforms or architecting AI-assisted automation or orchestration for integrations.

People & Talent Leadership

• Lead, coach, and develop ahigh‑performing, multidisciplinary engineering organization.
• Build a culture ofaccountability, engineering excellence, and continuous improvement.

Vendor, Financial & Portfolio Management

• Own vendor performance, contracts, SLAs, financials, & statements of work for Dev Ops Vendors
• Leadbudgeting, financial planning, and cost optimization for CX technology services.

Regulatory, Security & Compliance

• Ensure CX platforms meethealthcare regulatory and compliance requirements (GxP, SOX, HIPAA, Privacy, GDPR).
• Balancespeed, innovation, and risk in a regulated enterprise environment for Microservices development.

Cross‑Functional Leadership & KPI Ownership

• Partners across Supply Chain, Commercial, and IT to deliver value iteratively.
• Use data and insights to drivemeasurable outcomes and continuous improvement.

Qualifications

Required:

• Bachelor’s degree incomputer science, Engineering, Information Systems, or related STEM field.
• 10+ years of IT experience, including3–5 years of people leadership in CX, Supply Chain management, Microservices, Integration patterns.
• Proven delivery oflarge‑scale, business‑critical CX solutions (like Touchless-EDI, Self-Service-Commerce).
• Strong expertise inmodern integration and cloud architectures (APIs, event‑driven systems, middleware).
• Experience withcloud platforms, containerization, CI/CD, and Infrastructure as Code.
• Practical experience deliveringAgentic AI solutions.
• Understanding of OTC process with supply chain experience.
• Demonstrableexperience shaping or leadingan integration area, platform, or significant solution at a strategic level.
• Experience with cloud-native tech stacks(AWS preferred, Azure) and Hands-on-experience building services in Node.js, Node.js, Java, Python, or Go (or equivalent).

Preferred:

• Master’s degree or advanced technical certifications.
• Experience inhealthcare or regulated life sciences.
• Experience in Managing the Customer Experience system (Touchless (EDI), Self Service (Commerce) and CRM).
• Hands On Experience inDevelopingMicroservices with AWS tech stack.
• Experience with agentic AI platforms or architecting AI-assisted automation or orchestration for integrations

Leadership Profile

• Strategic, outcome‑driven leader who converts business needs intoclear technology direction.
• Influential communicator with senior leaders, vendors, and cross‑functional teams.
• Strong judgment and prioritization in complex, regulated environments.
• Proven ability tobuild, develop, and retain high‑performing teams.

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us viahttps://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

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