Johnson & Johnson
Associate Director Patient Experience Product Owner
Johnson & Johnson, Titusville, New Jersey, us, 08560
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. Through our expertise in Innovative Medicine and MedTech, we provide smarter, less invasive solutions—personalized for each patient. Learn more at https://www.jnj.com**Job. Function: Marketing. Sub Function: Strategic Marketing. Job Category: Professional. All Job Posting Locations: Titusville, New Jersey, United States of America.
Job Description: We are searching for the best talent for an Associate Director Patient Experience Product Owner to be in Titusville, NJ. Johnson & Johnson Innovative Medicine is committed to raising the bar on patient and caregiver experience through our Patient Engagement and Customer Solutions (PECS) organization. The PECS team creates personalized, seamless, and supportive experiences for patients starting treatments across the Innovative Medicine portfolio. The Associate Director, Patient Experience Product Owner on the Digital Product Solutions (DPS) team bridges commercial and technology teams, translating business needs into technical requirements. This individual collaborates to develop and execute the product vision for digital connected experiences for patients, caregivers, and healthcare providers across the J&J IM portfolio. Together, we build and deploy best‑in‑class digital, online personalized experiences with an enterprise mindset and incorporate patient voices into lifecycle management. The role builds and maintains relationships with partners across PECS, technology, marketing, sales, procurement, healthcare compliance, privacy, and legal.
Day in the Life Every patient’s healthcare experience is unique—shaped by personal experiences and beliefs, support networks, provider and payer dynamics, and socioeconomic factors. For many patients and their caregivers, the decision to start or stop a treatment can be overwhelming. J&J IM recognizes this and seeks to create a personalized, helpful, and hopeful experience.
Day‑to‑day Responsibilities
Digital Product Management : Own the management, enhancements, and continuous improvement of the Salesforce CRM within an agile development team. Translate user needs into features, user stories, and acceptance criteria, using a data‑driven approach to prioritize capabilities that enhance patient and caregiver experiences. Manage product features from inception through launch, identify new innovation opportunities based on user feedback and internal data, and define product release plans. Collaborate with stakeholders for requirement definition, grooming activities, design iteration, scoping, and implementation, and track progress against milestones, sprints, and roadmaps.
Ownership of CRM Product Capabilities :
Own the product roadmap for Salesforce CRM products, ensuring alignment with PECS strategy.
Discover and identify customer unmet needs across CRM users, continuously evaluating the patient support and experience landscape.
Translate user needs into features, user stories, and acceptance criteria, prioritizing high‑value capabilities.
Serve as primary liaison between business stakeholders and technical teams to meet evolving patient support needs.
Product Leadership & Ethics : Lead workstreams of product managers, designers, developers, etc., to craft a vision that improves patient experience and define the product roadmap. Help develop team members within an agile framework driven by data insights from voice‑of‑customer feedback. Partner closely with technology partners to deliver solutions that enhance user engagement while ensuring legal and regulatory compliance. Model ethical, credo‑based behavior when interacting with stakeholders.
User Experience & Operational Excellence : Drive an analytic view of customer surveys, benchmark competitive monitoring, and advise on product performance and future enhancements. Analyze user interactions and qualitative/quantitative insights to guide new product development.
About You You are compassionate, empathetic, and insightful, putting yourself in the shoes of patients and providers. You have a user‑first mentality and a passion for delivering a world‑class patient experience. You welcome challenges, thrive in fluid environments, and collaborate creatively, learning from mistakes. You desire a significant impact on the health and well‑being of others, and you excel in a highly visible, accountable role.
Qualifications
Bachelor’s degree required (Technology, Business, Marketing, Operations, or related fields).
8+ years of experience in healthcare, pharmaceutical, or life sciences, with at least 5 years in CRM product ownership.
Hands‑on experience with Salesforce Life Sciences Cloud or Salesforce Health Cloud, including configuration and integration.
Strong understanding of patient support programs, CRM workflows, and omnichannel engagement strategies.
Background in agile methodologies and digital transformation initiatives.
Experience working with partners across customer service, sales, marketing, payer/accounting, operations, supply chain analytics.
Strong collaboration skills enabling cross‑functional partnership in matrixed organizations, driving ideation, influencing outcomes, and executing deliverables.
Preferred Experience
Excellent interpersonal skills with a track record of forging strong relationships.
Excellent written and verbal communication across all organizational levels.
Proactive communication of product status and project achievements.
Highly organized with strong attention to detail.
Self‑motivated, capable of leading and empowering team members.
Extreme accountability, eager to set ambitious goals and take ownership for results.
Proficiency with product management tools (Jira, Asana, Figma, Confluence).
Experience implementing digital analytics and proficiency with tools such as Google Analytics, Google Tag Manager, PowerBI, Tableau, Looker.
Proficiency with MS Office, especially Excel and PowerPoint.
Compensation & Benefits Anticipated base pay range: $120,000 – $207,000.
Vacation: up to 120 hours per calendar year.
Sick time: up to 40 hours per calendar year (up to 56 hours for Washington State residents).
Holiday pay, including floating holidays: up to 13 days per calendar year.
Work, Personal and Family Time: up to 40 hours per calendar year.
Employees may also be eligible for medical, dental, vision, life insurance, short‑term and long‑term disability, business accident insurance, group legal insurance, a 401(k) plan, and a long‑term incentive program.
Equal Opportunity & Inclusive Hiring We are 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 inclusive interview process. If you are an individual with a disability and would like to request an accommodation, please email ra-employeehealthsup@its.jnj.com or contact AskGS for resources.
Additional general information on Company benefits can be found at https://www.careers.jnj.com/employee-benefitsJohnson &
Johnson.
#J-18808-Ljbffr
Job Description: We are searching for the best talent for an Associate Director Patient Experience Product Owner to be in Titusville, NJ. Johnson & Johnson Innovative Medicine is committed to raising the bar on patient and caregiver experience through our Patient Engagement and Customer Solutions (PECS) organization. The PECS team creates personalized, seamless, and supportive experiences for patients starting treatments across the Innovative Medicine portfolio. The Associate Director, Patient Experience Product Owner on the Digital Product Solutions (DPS) team bridges commercial and technology teams, translating business needs into technical requirements. This individual collaborates to develop and execute the product vision for digital connected experiences for patients, caregivers, and healthcare providers across the J&J IM portfolio. Together, we build and deploy best‑in‑class digital, online personalized experiences with an enterprise mindset and incorporate patient voices into lifecycle management. The role builds and maintains relationships with partners across PECS, technology, marketing, sales, procurement, healthcare compliance, privacy, and legal.
Day in the Life Every patient’s healthcare experience is unique—shaped by personal experiences and beliefs, support networks, provider and payer dynamics, and socioeconomic factors. For many patients and their caregivers, the decision to start or stop a treatment can be overwhelming. J&J IM recognizes this and seeks to create a personalized, helpful, and hopeful experience.
Day‑to‑day Responsibilities
Digital Product Management : Own the management, enhancements, and continuous improvement of the Salesforce CRM within an agile development team. Translate user needs into features, user stories, and acceptance criteria, using a data‑driven approach to prioritize capabilities that enhance patient and caregiver experiences. Manage product features from inception through launch, identify new innovation opportunities based on user feedback and internal data, and define product release plans. Collaborate with stakeholders for requirement definition, grooming activities, design iteration, scoping, and implementation, and track progress against milestones, sprints, and roadmaps.
Ownership of CRM Product Capabilities :
Own the product roadmap for Salesforce CRM products, ensuring alignment with PECS strategy.
Discover and identify customer unmet needs across CRM users, continuously evaluating the patient support and experience landscape.
Translate user needs into features, user stories, and acceptance criteria, prioritizing high‑value capabilities.
Serve as primary liaison between business stakeholders and technical teams to meet evolving patient support needs.
Product Leadership & Ethics : Lead workstreams of product managers, designers, developers, etc., to craft a vision that improves patient experience and define the product roadmap. Help develop team members within an agile framework driven by data insights from voice‑of‑customer feedback. Partner closely with technology partners to deliver solutions that enhance user engagement while ensuring legal and regulatory compliance. Model ethical, credo‑based behavior when interacting with stakeholders.
User Experience & Operational Excellence : Drive an analytic view of customer surveys, benchmark competitive monitoring, and advise on product performance and future enhancements. Analyze user interactions and qualitative/quantitative insights to guide new product development.
About You You are compassionate, empathetic, and insightful, putting yourself in the shoes of patients and providers. You have a user‑first mentality and a passion for delivering a world‑class patient experience. You welcome challenges, thrive in fluid environments, and collaborate creatively, learning from mistakes. You desire a significant impact on the health and well‑being of others, and you excel in a highly visible, accountable role.
Qualifications
Bachelor’s degree required (Technology, Business, Marketing, Operations, or related fields).
8+ years of experience in healthcare, pharmaceutical, or life sciences, with at least 5 years in CRM product ownership.
Hands‑on experience with Salesforce Life Sciences Cloud or Salesforce Health Cloud, including configuration and integration.
Strong understanding of patient support programs, CRM workflows, and omnichannel engagement strategies.
Background in agile methodologies and digital transformation initiatives.
Experience working with partners across customer service, sales, marketing, payer/accounting, operations, supply chain analytics.
Strong collaboration skills enabling cross‑functional partnership in matrixed organizations, driving ideation, influencing outcomes, and executing deliverables.
Preferred Experience
Excellent interpersonal skills with a track record of forging strong relationships.
Excellent written and verbal communication across all organizational levels.
Proactive communication of product status and project achievements.
Highly organized with strong attention to detail.
Self‑motivated, capable of leading and empowering team members.
Extreme accountability, eager to set ambitious goals and take ownership for results.
Proficiency with product management tools (Jira, Asana, Figma, Confluence).
Experience implementing digital analytics and proficiency with tools such as Google Analytics, Google Tag Manager, PowerBI, Tableau, Looker.
Proficiency with MS Office, especially Excel and PowerPoint.
Compensation & Benefits Anticipated base pay range: $120,000 – $207,000.
Vacation: up to 120 hours per calendar year.
Sick time: up to 40 hours per calendar year (up to 56 hours for Washington State residents).
Holiday pay, including floating holidays: up to 13 days per calendar year.
Work, Personal and Family Time: up to 40 hours per calendar year.
Employees may also be eligible for medical, dental, vision, life insurance, short‑term and long‑term disability, business accident insurance, group legal insurance, a 401(k) plan, and a long‑term incentive program.
Equal Opportunity & Inclusive Hiring We are 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 inclusive interview process. If you are an individual with a disability and would like to request an accommodation, please email ra-employeehealthsup@its.jnj.com or contact AskGS for resources.
Additional general information on Company benefits can be found at https://www.careers.jnj.com/employee-benefitsJohnson &
Johnson.
#J-18808-Ljbffr