Johnson & Johnson
Director, Global Business Product Owner - CXM Transformation, Service & Repair E
Johnson & Johnson, New Brunswick, New Jersey, us, 08933
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 to deliver the breakthroughs of tomorrow and profoundly impact health for humanity. Job Function
Project/Program Management Group – Project/Program Management – Professional. Locations
New Brunswick, New Jersey, United States of America – Remote (US). Purpose
The Director, Global Business Product Owner – CXM Transformation, Service & Repair Experience will define, prioritize, and manage 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. Responsibilities
Strategic Product Ownership
– Develop and maintain the global product vision, roadmap, and backlog. Translate strategic business needs into detailed requirements, user stories, and acceptance criteria. Prioritize features and enhancements to maximize value and align with business goals. 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. Manage expectations, communicate progress, and gather feedback from executive sponsors and key stakeholders. Business Process & Requirements Management
– Gather, analyze, and document business requirements. Drive process optimization to 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. 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 to launch and improve the product lifecycle. Performance & Value Realization
– Define KPIs and success metrics for CRM initiatives. Monitor product performance and drive continuous improvement efforts to ensure tangible business benefits and ROI. Qualifications
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, stakeholder management, financial management, and project management practices. Excellent analytical skills and ability to communicate effectively at 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 are desirable. Exceptional communication, leadership, and stakeholder engagement skills. Approximately 25% travel expected. Equal Opportunity
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. Compensation
Base pay range: $120,000–$207,000. Additional benefits include medical, dental, vision, life insurance, disability, short- and long-term disability, and group legal insurance. Eligible for a 401(k) retirement plan and long-term incentive program. Annual vacation: 120 hours; sick time: 40 hours; holidays: 13 floating days; work-family time: 40 hours; parental leave: 480 hours within one year of birth/adoption. For more information visit
Employee Benefits . Application
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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 to deliver the breakthroughs of tomorrow and profoundly impact health for humanity. Job Function
Project/Program Management Group – Project/Program Management – Professional. Locations
New Brunswick, New Jersey, United States of America – Remote (US). Purpose
The Director, Global Business Product Owner – CXM Transformation, Service & Repair Experience will define, prioritize, and manage 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. Responsibilities
Strategic Product Ownership
– Develop and maintain the global product vision, roadmap, and backlog. Translate strategic business needs into detailed requirements, user stories, and acceptance criteria. Prioritize features and enhancements to maximize value and align with business goals. 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. Manage expectations, communicate progress, and gather feedback from executive sponsors and key stakeholders. Business Process & Requirements Management
– Gather, analyze, and document business requirements. Drive process optimization to 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. 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 to launch and improve the product lifecycle. Performance & Value Realization
– Define KPIs and success metrics for CRM initiatives. Monitor product performance and drive continuous improvement efforts to ensure tangible business benefits and ROI. Qualifications
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, stakeholder management, financial management, and project management practices. Excellent analytical skills and ability to communicate effectively at 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 are desirable. Exceptional communication, leadership, and stakeholder engagement skills. Approximately 25% travel expected. Equal Opportunity
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. Compensation
Base pay range: $120,000–$207,000. Additional benefits include medical, dental, vision, life insurance, disability, short- and long-term disability, and group legal insurance. Eligible for a 401(k) retirement plan and long-term incentive program. Annual vacation: 120 hours; sick time: 40 hours; holidays: 13 floating days; work-family time: 40 hours; parental leave: 480 hours within one year of birth/adoption. For more information visit
Employee Benefits . Application
Referrals increase your chances of interviewing at Johnson & Johnson by 2x. Sign in to set job alerts for “Product Owner” roles.
#J-18808-Ljbffr