The Service Excellence team is recruiting for a Senior Digital Product Manager to be based in New Brunswick, NJ location. This individual will lead a team seeking to realize maximum value in our customer interactions through the implementation of scalable, cross-functional service capabilities. This product leader will provide product ownership and oversight as we continue to build the future of Service Experience within Global Services and beyond.
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/.
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The Senior Digital Product Manager will articulate the specific goals and objectives of our digital products and how it will impact our business and our customer experiences. He/she maps out and defines the deliverables to be completed and milestones throughout the current Service Management Transformation and building the product roadmap for future years. They will be accountable for the strategic orchestration of the product implementation and ongoing product enhancements in collaboration with a cross-functional team of designers, developers, business analysts, and testers. They will work with key cross-functional stakeholders within HR, Finance, and Procurement to drive performance and delivery across the solution/application delivery teams. He/she will ensure coordinated and consistent communication of progress, risks, issues and improvement opportunities to all levels of leadership and to key stakeholders. He/ She is accountable for achieving product objectives and focuses on leading the operational elements of our projects such as meeting deadlines, staying within budget, and completing deliverables by coordinating time, budget, and resources to complete an ongoing digital transformation and beyond.
Our ideal candidate is user-centric, and data driven in their mindset, with a disciplined approach to achieve valuable outcomes for our business. This digital product role will focus primarily on agent and customer experiences and will seek to enable and empower our agent workforce to manage their work and service our customers with leading edge, digital capabilities. They will also look to leverage omnichannel technologies to enable best in class agent/customer interactions in those high-touch moments that matter. This Sr. Digital Product Manager will have ownership of the following key capabilities:
- Customer experience & enablement
- Multichannel interaction strategy (web, search, chat, etc.)
- Intelligent routing and workflows
- Integrated Agent Tools
- Workforce Management
- Digital Metrics & Analytics
- Service Delivery Digital Enablement
Key Responsibilities:
- Lead the creation of the strategy for the omnichannel suite of products including objectives, success metrics, and capability roadmap
- Define and validate the value of product backlog ideas in partnership using various user inputs in the decision-making process. Leverage this work to define a release plan which ladders up into broad quarterly goals. Share insights and recommendations with the broader program team.
- Facilitate communication and collaboration across the program from daily management of scrum team to cross-functional stakeholder communication and governance
- Understand customer needs and gather product requirements while identifying market opportunities to define the product vision
- Design and drive the go-to-market strategy for entire product portfolio
- Maintain insights into success metrics to drive roadmap definition, iterative development, and continuous improvement within our business processes
- Drive the program team to implement against the product roadmap/implementation strategy, while tracking risks, developing mitigation plans and escalating to program leadership, when necessary
- Work within a collaborative product model and manage levels of engagement across working teams that include key stakeholders from our Global Sectors and Functions, Technology, Data Strategy, Content Strategy, Design & UX, Testing, and Operations
- Accurately and consistently communicate product status and completion of critical milestones
- Make strategic recommendations on resource alignment/dedication as well as on prioritization (people resources, dollars/funding, project criticality) and communicates rationale back to the Program Leadership
- Act as a lead within the strategic multi-year planning process and long-term product development and resource planning
- Anticipate business needs to influence the development of solutions, maneuvering through a matrixed set of relationships, influencing direction, and receiving input from various stakeholders
- Lead the formulation of innovative ideas and solutions on products, processes, and technology
- Manage a cross-functional team of Business Analysts, Designers, Developers, and Testers to execute on the end-to-end delivery of ongoing product enhancements
- Partner with Global Content Strategy & Knowledge Management team to ensure that global content strategy and governance practices are implemented and followed
- Lead ongoing product marketing efforts to promote and communicate new capabilities of the products
- Support the building of the product backlog by partnering with business analysts to write/groom user stories and user acceptance criteria
- Partner with team to design and execute Voice of Customer activities in order to identify areas of opportunity for product portfolio
- Serve as a thought leader on generative AI, identifying opportunities to integrate cutting edge technology into omnichannel experiences including search and chat.
- Collaborate with AI and data science teams to drive and execute scalable and ethical AI solutions that prioritize user privacy and security.
- Manage ~3 direct reports
Qualifications
Required:
- Minimum of a Bachelor's degree in Business, Technology, Experience Design, or related
- 8+ years of experience in product management, product strategy, or user experience with a proven history of delivery valuable outcomes for customer-facing digital properties
- Experience managing deliverables and milestones (on time/within budget/meeting business needs) for a global enterprise implementation
- Experience working within an agile development process
- Prior experience as Product Owner, Scrum master or Program Management for software products
- Understanding of portfolio principles and the ability to apply them to justify budgets, prioritization, and business planning
- Proven business acumen, creative problem solving, and data analysis
- Strong ability to gain influence and respect of stakeholders and management, manage teams/projects and bring them to success and be strategic in approach (understands and addresses inter-dependencies and real issues)
- Ability to set objectives, monitor and achieve for performance, and ensure high level of engagement and commitment
- Highly self-motivated with ability to direct, lead, and motivate self and others
- Excellent communication skills, both written and verbal with the ability to interact across all organizational levels
- Ability to navigate, configure, and manage complex enterprise platforms
- Proficient with tools such as Microsoft Office, JIRA, and Google Analytics
- Proactive and very organized with strong attention to detail
- Curiosity and high energy team player
- Percentage travel expectations: 10%
Preferred:
- Understanding and experience working with Service Management technologies and platforms, ie Service Now, Sales Force
- Proven ability to manage relationships and influence change in a large complex organization
- Certified Customer Experience Professional (CCXP) and highly developed across all CX proficiencies
- UX design skills such as wireframing and/or information architecture analysis
Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.