[Supply Chain] Senior Manager Customer Solution [MedTech]

At Johnson & Johnson,we believe health is everything.

Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 .

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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:
Sales Enablement

Job Sub Function:
Customer Success Management

Job Category:
Professional

All Job Posting Locations:
Chiyoda, Tokyo, Japan

Job Description:

Key Responsibilities

1.

Customer Solutions Strategy and Operating Model


* Develop and execute the Japan Customer Solutions strategy and roadmap aligned with MedTech Japan business priorities and regional/global direction.



* Translate customer, Commercial and operational needs into scalable service models, process standards, capability plans and investment priorities.



* Own the governance for the Customer Solutions portfolio, including prioritization, decision rights, milestones, risks, benefits and stakeholder communication.



* Define service principles and ways of working that balance customer experience, operational efficiency, compliance, cost and business continuity.

2.

Global Application Deployment and Process Design


* Lead the Japan deployment and adoption of global customer-facing applications, including order intake/order management, case management and related workflow .



* Act as the accountable business owner for local requirements, process fit-gap assessment, design decisions, testing readiness, data and user readiness, cutover, stabilization and sustained adoption.



* Partner with global product owners, regional teams and IT to advocate for critical Japan requirements while maximizing standardization and global solution adoption.



* Design, document and maintain end-to-end processes, roles, controls, escalation paths and service-level expectations across Customer Solutions and connected functions.



* Ensure new solutions are supported by effective change management, training, communications, standard work, performance measures and post-implementation improvement.

3.

Customer Service Operations and Performance


* Provide leadership for reliable and compliant customer service operations, including order processing, inquiry and case handling, issue resolution, customer communication and escalation management.



* Establish and monitor service KPIs, dashboards and operating reviews covering quality, ti...