Senior Director, Global CRM Business Product Owner

Johnson & Johnson•Raritan, NJ

1d•Onsite

About The Position

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. We are searching for the best talent for Senior Director, Global CRM Business Product Owner 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 Purpose: The Senior Director, Global Business Product Owner (BPO) sets the global strategy, standards, and governance for the large scale, IM-wide, CRM capability transformation across commercial and medical functions aligning across NA, EMEA, APAC and LATAM. Given the emerging industry wide need to transform our CRM capabilities, this role defines the critical J&J IM-wide business processes across medical and commercial (including Med Info capabilities) in partnership with commercial, medical and other cross-functional leaders across all regions. This leader drives global consistency and scale through cross-regionally aligned upon business requirements in commercial and medical, with explicit boundaries for regional flexibility. You will be responsible for: The Global BPO will be accountable for shaping, influencing, implementation, optimization and ultimately business impact of the CRM business products. To achieve this, the Global BPO partners closely with the Transformation Management Office (TMO), Global UX & Design, and the Global CRM AI Capabilities Leader, regional Medical and Med Info leaders, Regulatory, Legal/Privacy, and technology teams. The Global BPO will be accountable for co-leading the management, tracking of the global transformation budget ($140MM) along with IT along with assessment of the financial value capture associated with this investment (KPIs: ROI, NPV, IRR).

Requirements

B.S. in Marketing/ Marketing Operations; MBA Preferred.
At least 10 years of pharmaceutical or biotech industry experience in customer engagement (commercial or medical affairs), business product ownership, and/or implementation of digital transformation.
Strong experience with CRM-enabled customer engagement processes (call planning & execution, account planning, activity management, content management, territory management, samples management, etc.) and/or medical affairs processes, such as: Medical Interaction Planning, Medical Inquiry Request (MIR) Management, KOL Management, Medical Insights, AE/PQC Management.
Demonstrated ability to define “global template & local flexibility” models with governance and exception controls.
Experience partnering with product/technology teams and influencing senior stakeholders (VP/Exec level).
Strong analytical and project management skills; able to tie process design to measurable outcomes (SLAs, quality, compliance, adoption).
Comfortable leading cross-functional teams and vendors.
Excellent communication and executive facilitation skills (trade-offs, decisions, alignment).
Ability to operate across time zones; periodic travel may be required.
This position is located in our Raritan, NJ office.

Nice To Haves

Alliance Formation
Budget Management
Business Alignment
Continuous Improvement
Design Thinking
Developing Others
Entrepreneurship
Facilitation
Inclusive Leadership
Innovation
Leadership
Market Research
Negotiation
Operations Management
Organizational Project Management
Stakeholder Engagement
Strategic Change
Tactical Planning

Responsibilities

Global business process strategy, prioritization and, standardization Define the global business processes across functions, identify standardization opportunities and prioritize capabilities to address “must win” processes. Develop product strategy for CRM to address business process needs globally, with regional flexibility. Ensure the process model supports end-to-end customer journeys, orchestration across different customer facing roles in a compliant manner and in alignment with all policies and procedures (Safety/PV, Quality, Regulatory, Legal, Healthcare Compliance).
Global standards and template ownership Own the global commercial, medical & med Info template: standardized process steps, data requirements and user experience expectations. Define and document explicit boundaries for regional flexibility (globally mandated vs configurable locally), including decision criteria and guardrails. Create and maintain global definitions and playbooks (terms, case categories, inquiry types, SLA definitions, KPIs). Drive convergence across regions while ensuring local regulatory, privacy, and operational needs are addressed.
Governance & decision-making Support and run process governance forums with the transformation office leader. Lead trade-off decisions between global scale and local fit; ensure decisions are documented with rationale and impacts. Partner with transformation office leader to embed process milestones, signoffs, and readiness criteria into the integrated plan.
Requirements, design partnership & solution enablement Translate global process standards into functional requirements and prioritized backlog items with systems integrator and product teams. Provide functional leadership to CRM teams for Commercial and Medical CRM and Med Info workstreams; validate solution designs.
Data, controls, and compliance alignment Define critical data elements and standards to support processes and reporting (e.g., site affiliations, MIR taxonomy, case insights, response usage tracking). Ensure appropriate controls for compliance: privacy, auditability, regulated interactions, retention requirements, consent capture where applicable. Align with security/privacy and regional governance to meet data residency and regulatory obligations.
Adoption, enablement & performance management Partner with learning and development teams in regions to translate global processes into role-based training, playbooks, and communications. Drive adoption of standardized practices; champion behavior change with regional leadership. Define success metrics for CRM and Medical/Med Info capabilities (adoption, case cycle time, activity effectiveness, quality/compliance). Establish feedback loops from regions and operations to inform refinements.

Benefits

medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance
consolidated retirement plan (pension) and savings plan (401(k))
long-term incentive program
Vacation –120 hours per calendar year
Sick time - 40 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
Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours