Senior Digital Product Manager - Operational Excellence

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 jnj.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.

Job Function:

Marketing

Job Sub Function:

Product Management

Job Category:

People Leader

All Job Posting Locations:

Paranaque, National Capital Region (Manila), Philippines

Job Description:

This position is open for our sites in Bogotá, Colombia or Paranaque, Manila.

Sr. Digital Product Manager, Service Excellence

The Service Excellence team is recruiting for a Senior Digital Product Manager. 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/.

For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.

We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential. At Johnson & Johnson, we all belong.

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 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 Experience Center, 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 for Genesys and ASKGS ServiceNow platform:

• Customer experience & enablement

• Multichannel interaction strategy (web, search, chat, phone 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 for Genesys and AskGS ServiceNow Platform

• 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.

• Lead & drive the team to implement against the product roadmap,  while tracking risks, developing mitigation plans

• Support the building of the product backlog by partnering with business analysts to write/groom user stories and user acceptance criteria

• Facilitate communication and collaboration across the team from daily management of scrum team to cross-functional stakeholder communication and governance

• Translating strategy into actionable product roadmaps, defining feature requirements, and prioritizing the product backlog.

• 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

• Anticipate business needs to influence the development of solutions, maneuvering through a matrixed set of relationships, influencing direction, and receiving input from various stakeholders

• 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

• Partner with team to design and execute Voice of Customer activities in order to identify areas of opportunity for product portfolio

• Maintain insights into OKRs and success metrics to drive roadmap definition, iterative development, and continuous improvement within our business processes

• Serve as a thought leader on generative AI, identifying opportunities to integrate cutting edge technology into omnichannel experiences including search and chat.

• Manage ~3 direct reports

Experience and 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)

• Prior experience as Product Owner, Scrum master or Program Management for software products, preferred ServiceNow

• Understanding of portfolio principles and the ability to apply them to justify budgets, Sr. Digital Product Manager, Service Excellence

  The Service Excellence team is recruiting for a Senior Digital Product Manager. 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/.

  For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.

  We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential. At Johnson & Johnson, we all belong.

  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 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 Experience Center, 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 for Genesys and ASKGS ServiceNow platform:

  • Customer experience & enablement

  • Multichannel interaction strategy (web, search, chat, phone 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 for Genesys and AskGS ServiceNow Platform

  • 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.

  • Lead & drive the team to implement against the product roadmap,  while tracking risks, developing mitigation plans

  • Support the building of the product backlog by partnering with business analysts to write/groom user stories and user acceptance criteria

  • Facilitate communication and collaboration across the team from daily management of scrum team to cross-functional stakeholder communication and governance

  • Translating strategy into actionable product roadmaps, defining feature requirements, and prioritizing the product backlog.

  • 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

  • Anticipate business needs to influence the development of solutions, maneuvering through a matrixed set of relationships, influencing direction, and receiving input from various stakeholders

  • 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

  • Partner with team to design and execute Voice of Customer activities in order to identify areas of opportunity for product portfolio

  • Maintain insights into OKRs and success metrics to drive roadmap definition, iterative development, and continuous improvement within our business processes

  • Serve as a thought leader on generative AI, identifying opportunities to integrate cutting edge technology into omnichannel experiences including search and chat.

  • Manage ~3 direct reports

• Experience and 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)

  • Prior experience as Product Owner, Scrum master or Program Management for software products, preferred ServiceNow

  • 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 in English 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, Confluence, and ServiceNow

  • Proactive and very organized with strong attention to detail

  • Curiosity and high energy team player

Preferred:

• Understanding and experience working with Service Management technologies and platforms, ie Service Now, Genesys

• 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.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, Confluence, and ServiceNow

• Proactive and very organized with strong attention to detail

• Curiosity and high energy team player

Preferred:

• Understanding and experience working with Service Management technologies and platforms, ie Service Now, Genesys

• 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.

Required Skills:

Preferred Skills:

Brand Marketing, Brand Positioning Strategy, Business Alignment, Customer Centricity, Customer Intelligence, Data Analysis, Data-Driven Decision Making, Developing Others, Execution Focus, Financial Analysis, Inclusive Leadership, Leadership, Market Expansion, Product Development Lifecycle, Product Management, Product Portfolio Management, Product Strategies, Risk Assessments, Stakeholder Management, Strategic Thinking, Team Management