Senior Manager, Customer Service Value Stream Lead

Job Title

Senior Manager, Customer Service Value Stream Lead

Ethicon, a member of the Johnson & Johnson family of companies, is currently hiring a Senior Manager, Customer Service Value Stream Lead, to join its dynamic team.

Remote work options may be considered on a case‑by‑case basis and if approved by the Company for US‑based candidates.

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 Med Tech, 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

Transcend is a global business transformation program that will modernize foundational transactional processes, harmonize them into one “clean” ERP, and standardize processes to create a cost‑effective, fit‑for‑purpose digital backbone that supports Med Tech business with agility.

Senior Manager, Customer Service Value Stream Lead

Deliver Excellence

People Leader

Raritan, New Jersey, United States of America

• Lead Customer Service participation in solution confirmation workshops, ensuring alignment to order management and customer service requirements
• Serve as a senior Customer Service business representative, providing guidance on global, local, and specialized process requirements and resolving functional questions
• Drive Customer Service change impact assessment and readiness planning across the O2C deployment
• Represent Customer Service in system demos and design reviews, providing structured, strategic feedback
• Oversee Customer Service data readiness, including data cleansing, validation, and deployment preparedness
• Define and govern Customer Service test scenarios to support end‑to‑end O2C validation
• Lead validation activities for the Customer Service workstream through integrated testing and business simulations
• Assess and communicate solution impacts to Customer Service KPIs, service levels, and customer experience
• Ensure Customer Service SOPs are updated, completed, and approved prior to deployment
• Provide leadership support for cutover planning, training execution, post‑go‑live deployment, and early‑life stabilization activities

A minimum of a Bachelor’s degree and/or equivalent University degree is required; an advanced degree, Master’s, is preferred.

• Minimum eight (8) years of relevant professional experience.
• Experience in Supply Chain or Order to Cash Processes.
• Subject‑matter expertise in Customer Service and Order‑to‑Cash capabilities within an SAP environment.
• Ability to drive timely decision‑making and execution against defined plans while managing risk and dependencies.
• Strong self‑leadership, with the ability to operate effectively in ambiguity, manage competing demands, and demonstrate resilience during transformation.
• Ability to balance and align diverse stakeholder priorities to enable consistent process adoption and business readiness.
• Strong analytical and problem‑solving skills to assess current‑state processes, identify gaps and inefficiencies, and drive continuous improvement.
• Familiarity with CSV, SDLC, GXP.
• Proficiency with SAP including Sales and Distribution, Credit Management, Billing, Fiori, or Solution Manager.

• Experience in the Med Tech industry.

• May require up to 50% domestic and/or international travel to other sites and locations.

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…