Senior Manager, BPO GCS Systems (Automation),...

• Own the end-to-end strategy, deployment and standards: set the roadmap, prioritize enhancements and integrations, and ensure system architecture and configurations align with global objectives and enterprise IT requirements.

• Develop, maintain and enforce operational playbooks and governance-runbooks, cutover/rollback procedures, testing protocols and critical issue paths-and ensure consistent adherence to global standards across regions, partners and vendor teams.

• Own the platform backlog and sprint/release cadence

• Coordinate integrations, testing, cutovers and rollback plans with IT, vendors and regional teams.

• Run pilots and translate pilot outcomes into scaled rollout plans.

• Manage operational readiness activities: training, staged rollouts, hypercare and adoption tracking.

• Monitor platform health and performance metrics (adoption, defect rates, incident MTTR, time to deploy).

• Drive continuous improvement to reduce manual touchpoints and increase digital self-service adoption.

• Bachelor's degree required; advanced degree preferred.

Experience and skills:

Required:

• 8+ years delivering platform releases and integrations (APIs/EDI) in contact center or CRM environments.

• Hands-on familiarity with Automation, Genesys, or Microsoft Dynamics (or comparable platforms).

• Strong operational readiness experience and runbook/playbook creation.

• Data driven orientation: experience reporting adoption, defect rates and deployment cadence.

• Excellent partner coordination skills across IT, vendors and regional operations.

Preferred:

• Experience running GenAI/automation, MSD, Genesys pilots and scaling automation.

• Technical hands-on experience with APIs, middleware and EDI configuration.

• Experience working with global partners and multi-region rollouts.

Other:

• Language requirements: English required., Advanced Analytics, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Standard Operating Procedure (SOP), Team Management

$122,000.00 - $212,750.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company's long-term incentive program.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation -120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado -48 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year

Holiday pay, including Floating Holidays -13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave - 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave - 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave - 80 hours in a 52-week rolling period10 days

Volunteer Leave - 32 hours per calendar year

Military Spouse Time-Off - 80 hours per calendar year

J&J Family of Companies (Raritan, NJ) 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., Johnson & Johnson MedTech - Supply Chain is recruiting for a Senior Manager, BPO GCS Systems, located in the United States, or Switzerland (remote by exception).