Associate Director, Process & Digital

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Job Description:

Johnson & Johnson is currently recruiting for a Associate Director, Process Optimization & Digital Operations! This position can be located in New Jersey, Pennsylvania, Zug Switzerland, High Wycombe, UK, Issy-Les France & Beerse, Belgium.

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):
North America- Requisition #R-105948
EMEA– Requisition#

Position Summary

The Associate Director, Process Optimization & Digital Operations supports Clinical Risk Management Operational Excellence by coordinating process optimization and the day-to-day administration of the CRM digital landscape. The role enables consistent operation, user engagement, controlled change, vendor delivery, and audit or inspection readiness across CRM tools and related services. The Associate Director supports CRM leadership by translating approved strategy and governance direction into practical operating routines, documentation, communications, reporting, and follow-through.

This role serves as the operational point of contact for CRM super-user forums, vendor coordination, digital asset administration, taxonomy and metadata stewardship, portal support, governance logistics, escalation intake, and evidence coordination for audits and inspections. The role identifies improvement opportunities and implements approved enhancements, while strategic ownership, investment decisions, enterprise alignment, and portfolio direction remain with the CRM leadership.

Major Duties & Responsibilities

25%

Process optimization and operational improvement: Map current-state activities, identify administrative and workflow inefficiencies, facilitate root-cause analysis, coordinate approved improvements, maintain action plans, and monitor adoption and effectiveness.

20%

Digital landscape administration and user support: Coordinate operational administration for CRM-owned tools and services, maintain support routines and user guidance, triage business questions, route technical issues, and support release readiness and communications.

15%

Super-user forums and stakeholder enablement: Plan and facilitate super-user forums, maintain agendas and decision or action logs, gather feedback, coordinate demonstrations and learning materials, and help user communities adopt approved changes.

15%

Vendor and service coordination: Serve as the day-to-day CRM contact for vendors, contractors, and service providers; coordinate deliverables, meetings, access, documentation, invoices or forecasts as applicable, risks, issues, and escalation to the Associate Director.

10%

Audit and inspection support: Coordinate collection, organization, and quality review of system, process, training, governance, and vendor evidence; maintain readiness materials; track requests and actions; and support timely responses under CRM quality leadership.

10%

Governance, escalation, portal, and taxonomy support: Administer governance calendars, intake and escalation logs, decision records, and follow-up. Maintain CRM portal content and act as the operational point for taxonomy, metadata, naming conventions, and controlled content organization.

5%

Metrics and management reporting: Compile operational measures, service trends, adoption feedback, action status, and improvement outcomes for review by the CRM OpEx Leadership and relevant governance forums.

Role Boundaries and Decision Rights

• Executes within approved CRM digital strategy, governance, standards, budgets, and roadmaps; does not independently set enterprise digital strategy or investment priorities.
• Recommends process, content, taxonomy, support, and service improvements; escalates material quality, compliance, budget, resource, architecture, or cross-functional decisions to the Associate Director.
• Coordinates vendors and service delivery at the operational level; the Associate Director retains portfolio-level accountability, strategic supplier direction, and major commercial or resource decisions.
• Supports governance administration and implementation; the Associate Director retains accountability for governance design, strategic prioritization, and senior cross-functional alignment.

Qualifications

Education:

A minimum of a Bachelor's or equivalent University degree is required with a focus in life sciences, quality, technology, data, engineering, business, or a related discipline preferred.

Skills & Capabilities:

• Relevant experience in pharmaceutical, medical device, healthcare, technology, consulting, or another regulated environment.
• Experience supporting process improvement, digital operations, business systems, communities of practice or super-user networks, vendors, document or portal administration, or audit and inspection readiness.
• Working knowledge of quality systems, controlled documentation, data and metadata concepts, and change management; familiarity with GxP or R&D Quality environments is preferred.
• Strong organization, facilitation, communication, stakeholder coordination, problem-solving, and attention to detail.
• Ability to manage multiple priorities, maintain accurate action and decision records, and escalate issues with clear options and recommendations.
• Proficiency with Microsoft Office, collaboration platforms, reporting tools, and business workflow or ticketing tools.

Key Working Relationships

• Internal: CRM process owners and subject matter experts, CRM-OpEx, RDQ partners, Quality, Technology, Procurement, Finance, and digital product or service teams.
• External: Technology and service vendors, consultants, contractors, and extended workforce partners supporting CRM operations.

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 via https://www.jnj.com/contact-us/careers . internal employees contact AskGS to be directed to your accommodation resource.

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