Manager, Digital Innovations & Customer Experiences

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

Job Function

Digital Marketing

Job Sub Function

Digital Product Management

Job Category

Professional

All Job Posting Locations

Titusville, New Jersey, United States of America

Job Description

We are searching for the best talent for Manager, Digital Products & Customer Experience to be in Titusville, NJ.

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

Johnson and Johnson Innovative Medicine is committed to raising the bar on patient and caregiver experience through our Patient Engagement and Customer Solutions (PECS) organization. The PECS team is accountable for the creation of personalized, seamless, and supportive experiences for patients starting treatments across the Innovative Medicine portfolio.

The Manager, Digital Products & Customer Experience, on the Digital Innovations and Customer Experiences (DICE) team, collaboratively develops and executes on the product vision for the digital connected experience for patients, caregivers, and providers across our J&J portfolio. This includes having a user-first mindset and helping to build an integrated end-to-end offline and online personalized experience for our patients and their providers, while incorporating the full lifecycle and suite of digital products. You will apply our capabilities, technologies, and supplier/partner planning that reflect the evolving and future needs for patients and caregivers. In this role, you will build and maintain strong working relationships with partners across PECS, technology, marketing, sales, procurement, legal, healthcare compliance, privacy, and legal.

Day-to-day responsibilities

Digital Product Management

• Fulfill the product manager role within an agile development team by implementing and collaborating on the product strategy and roadmap, owning the product backlog, crafting user stories, and prioritizing issues based on perceived user value, metrics, and release planning.
• Define and validate product backlog ideas with input from team members within PECS, design, technology, marketing, and other key stakeholder groups within Innovative Medicine.
• Define a product release plan which ladders up into broader goals and objectives.
• Manage product features from inception through launch, which includes identification of pain points, gathering and vetting of requirements, creation and iteration of designs, scoping and refining for development, performing quality assurance and user acceptance testing, and orchestrating launches and releases.
• Ensure a seamless orchestration across our digital products (websites, apps, portals) and human touchpoints.

User Experience and Operational Excellence

• Draw on analytics, voice of customer and surveys, benchmarking, and compliance monitoring to advise continued optimization of product performance and future enhancements.
• Analyze both how our users interact with and what our users say/feel about our products and features.
• Use data and insights to develop, confirm, and/or pivot to new product development and enhancements.
• Prioritize break and/or bug fixes along with enhancements and roadmap features.

Measurement & Reporting

• Collaborate in the development of measurable goals and identify outcomes that demonstrate the impact and behavioral change aligned to PECS and brand strategies.
• Work with partners and key team members to build reporting capabilities for new product features.
• Communicate performance insights (impact, operational, experience) to DICE and PECS leadership team and colleagues, along with key stakeholders.

Cross-Functional Collaboration

• Partner closely with J&J Technology to ensure our products deliver value to our customers and stakeholders
• Closely partner with solutions verticals within PECS (e.g., Patient Access, Hub Services, Patient & Caregiver Solutions, etc.) and PECS Therapeutic Area (TA) Patient Experience (PX) teams to deliver an inclusive, world-class digital patient experience, which complements and supplements the offline patient journey.
• Create a digital experience that can be leveraged and scalable across the organization of patient solutions & TAs.

Communication and change management

• Ensure communication to PECS partners, brand partners, and key stakeholders to build awareness and maintain transparency and accountability.
• Build awareness of the product vision, roadmap progress, and outcomes are communicated effectively to core team and stakeholder groups.
• Identify and communicate upcoming changes and dependencies across the DICE team.

Innovation Scouting

• Identify and communicate upcoming changes and dependencies across the DICE team.

Qualifications

• Bachelor’s degree required (Technology, Business, Marketing, Operations, or related fields preferred)
• 5+ years of experience in product management, product strategy, user experience or visual/UI design for customer-facing digital properties, preferably in the healthcare sector.
• Strong collaboration skills, with experience in bringing together cross-functional partners in matrixed organizations, presenting ideas, influencing planned outcomes, exhibiting flexibility in changing environments, and leading execution in an agile delivery model.
• Ability to exercise due diligence to understand customer needs, identify gaps in product functionality, gather user input and requirements, and influence the product strategy.
• Experience in collaboratively shaping the product roadmap, coordinating release plans, and conveying status to team leadership, teammates, and critical stakeholders.
• Demonstrated ability to partner directly with UX professionals to construct concepts, evolve into high fidelity designs and prototypes, perform appropriate user testing, and refine for development.
• Demonstrated ability to partner directly with development teams to convey value, goals, and expected outcomes of features and functionality, as well as document user stories, discuss scope and assumptions, refine requirements, plan sprints, collaboratively test, and partner through to release.
• Excellent interpersonal skills with a demonstrated track record for forging strong, productive relationships with a diverse array of customers and colleagues.
• Excellent communication skills, both written and verbal with the ability to interact across all organizational levels. Proactively communicates product status and program achievements.
• Very organized with strong attention to detail
• Highly self-motivated with ability to lead and empower others.
• Proficiency with product management tools (Jira, Asana, Figma, Confluence, etc.)
• Experience deriving insights from digital analytics and a solid understanding of associated tools (Google Analytics, Google Tag Manager, etc.), as well as data visualization and dashboarding tools (PowerBI, Tableau, Looker, etc.).

Other

Travel Requirements: Up to 25% domestically. Based in Titusville, NJ

The anticipated base pay range for this position is $117,000 to $201,250. The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.

• Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
• Employees are eligible for the following time off benefits:
• Vacation – up to 120 hours per calendar year
• Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year
• Holiday pay, including Floating Holidays – up to 13 days per calendar year of Work, Personal and Family Time - up to 40 hours per calendar year
• Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits

The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.

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 and internal employees contact AskGS to be directed to your accommodation resource.

Required Skills

Preferred Skills

The anticipated base pay range for this position is :

$117,000 - $201,250

Additional Description for Pay Transparency