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Lead Digital Deployment Latam
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Caring for the world, one person at a time has inspired and united the people of Johnson & Johnson for over 125 years. We embrace research and science - bringing innovative ideas, products and services to advance the health and well-being of people.
With $82.1 billion in 2020 sales, Johnson & Johnson is the world's most comprehensive and broadly based manufacturer of health care products, as well as a provider of related services, for the consumer, pharmaceutical, and medical devices markets. Employees of the Johnson & Johnson Family of Companies work with partners in health care to touch the lives of over a billion people every day, throughout the world.
If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen. Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion. Proud to be an equal opportunity employer. Johnson & Johnson is the world's most comprehensive and broadly-based healthcare Company, touching the lives of nearly a billion people every day. Our Family of Companies throughout the world compete in consumer, pharmaceutical and medical devices & diagnostics markets and have the skills and resources to tackle the world's most pressing health issues.
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RDEx NA initiates, supports and drives global leading Deliver practices engaging with multiple Centers of Excellence (COEs).
The RDEx NA Digital Deployment; customer solutions team acts as the Business and Product Owners of the North America E-Commerce Portals. This team will drive digital solutions, system enhancements and innovation projects to include Self-Service, Automated, Assisted Services and Omni-Channel strategies and capabilities. The Sr. Manager is responsible for the business design, solution architecture and governance of Enterprise Deliver (cross-sector) Digital Customer Solutions, ensuring continued optimization of business and system processes.
This leader will actively lead the daily project operations and delivery of the aligned e-Commerce roadmap.
**Responsibilities**:
- **Strategy**
- Lead Digital Deployment Customer Solutions project portfolio and innovation initiatives in Automated, Assisted Services and Omni-Channel Digital CX Platforms.
- Implement new systems functionality and drive industry standards for the Consumer Health operating company.
- Participate in the development and execution of the Digital Deployment CX strategy for Deliver regions globally.
- Benchmark Digital CX capabilities with internal and external partners, to provide the most efficient and cost-effective solutions.
- **Compliance**
- Responsible for critical change control and Sarbanes Oxley (SOX) requirements.
- Ensure e-Commerce business channels implement all regulatory and compliance needs, satisfying existing Business and IT standards.
- **Partner / Project Management**
- Initiate/facilitate all team capital expenditure requests as well as purchase orders for external work orders, products and services.
- Gain alignment with North America RDO and Segment partners on long range financial planning and annual business plan Cx programs.
- Responsible for all third-party Digital Customer Solution vendor relationships
- Participate in business process design efforts with NA Business and IT partners for future changes to ensure capacity to support the Enterprise Deliver and Commercial Digital customer strategies
- Partner with IT architects and internal/external collaborators post-launch to resolve/implement improvements.
- Cultivate key partnerships with commercial franchise teams and strategic internal partners.
- Develop positive relationships with IT functions and drive effective communications
- **Customer Experience Performance Improvement**
- Support the continued adoption of electronic solutions through new customer implementations.
- Partner with operations and franchise teams to support ongoing change efforts and initiatives to ensure integration of the electronic channels into the SAP ERP and Sales Order Management (SOM) solutions and process design. Facilitate cross team and cross component partnership.
- **Team Management**
- Provide daily management, developmental and mentoring support to direct employees and other staff
members.
- Complete 5 conversations with employees on direct staff.
- Ensure all employee compliance requirements are met, including but not limited to the timely completion of compliance training.
**Qualifications** Position Requirements**
- Minimum of a Bachelor's degree.
- Minimum of 6-8 years of relevant Supply Chain, Project Management, Customer Management**, **Engineering, Operations or Business Analytics experience.
- Minimum of 2+ years of experience in leading practices within Customer Experience.
- This position ma
