Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
Professional
All Job Posting Locations:
Toronto, Ontario, Canada
Job Description:
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
We are searching for the best talent for a Digital Costumer Solutions Team Lead to join our Team! This is an onsite/hybrid role.
Please note that this role is available across multiple countries and may be posted under different requisition numbers to align with local requirements.
While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):
New Jersey & Kentucky, USA - Requisition Number: R-081898
Canada - Requisition Number: R-083214
Position Overview:
The Business Product Lead — Digital & Customer Service Solutions is a multi-functional product-owner role responsible for leading, coordinating and delivering digital and customer service solutions across the Order-to-Cash (O2C) landscape. This role serves as the subject-matter expert for platforms such as SAP (ATLAS/SOM), Salesforce, EDI, JJCC portals and related integrations (TMS, WMS, MDM, EDI/Sterling, WebMethods, Model N/CCI, Data Warehouse). The Product Lead drives requirements definition, release management, validation/compliance, testing (UAT/regression), user adoption, and process harmonization across regional and global partners to ensure solutions are fit-for-use and deliver measurable customer and operational benefit.
Key responsibilities
Act as the SME and single business point of contact for digital customer solutions across SAP ATLAS/SOM, Salesforce, EDI, JJCC and integrated systems.
Collection, prioritize and document global and regional user requirements with clear acceptance criteria; translate into user stories and solution requirements for technical teams.
Map, document and socialize AS-IS and TO-BE business processes (e.g., order intake/management, returns, clinical transactions, reports, forms).
Maintain and prioritize a backlog of change requests, enhancement requests and defects from initiation through approval and implementation.
Partner with Technical Product Owners to define capability roadmaps, release plans and timelines; support integration and system release coordination.
Lead business simulation, environment preparation, data refresh, user acceptance testing and regression testing; develop and approve test scripts and scenarios.
Manage compliance, CSV/GxP validation and change-control activities; approve validation work (protocols, reports, change controls).
Oversee user access and security requests for SAP/SOM; ensure appropriate approvals and segregation of duties monitoring.
Drive root-cause analysis and remediation for production breaks and incidents; coordinate cross-system fixes and communication.
Develop and implement stakeholder communication and change management plans; design clear communications and training materials to raise e-adoption and reduce manual effort.
Coach, enable and engage regional super users; build networks that empower local ownership and sustainable process adoption.
Monitor solution performance and critical metrics; use data analysis to identify continuous improvement opportunities and recommend automation where appropriate.
Support planning and governance forums and ensure alignment between regional operations and global program objectives.
Qualifications
Required:
Bachelor’s degree required. Advanced degree or relevant certifications (e.g., Project Management, FPX) preferred.
Minimum 5 years of relevant professional experience; 6+ years desirable for senior responsibilities.
Demonstrable experience as a product owner or business lead for order-to-cash, sales order management or customer service systems.
Hands-on experience with SAP (ATLAS/SOM), Salesforce CRM, EDI technologies and digital customer portals; knowledge of JJCC, WebMethods, Model N/CCI, TMS/ WMS/MDM is a plus.
Experience with compliance/validation (CSV/GxP) and regulated environments.
Demonstrated ability to lead UAT/regression testing, write test scripts and approve test outcomes.
Strong project and partner management skills; experience coordinating multi-functional releases and complex implementations.
Superb communication, presentation and facilitation skills; ability to tailor messages for technical and non-technical audiences.
Strong process orientation, analytical skills and familiarity with data reporting/analysis tools.
Problem-solving orientation, attention to detail and ability to translate technical functionality into customer benefit.
Preferred / Nice-to-have
Experience with Janssen/JOM franchise processes and NA Deliver solutions landscape.
Prior exposure to Process Excellence frameworks and transformation programs.
Experience leading or mentoring staff and working across global teams.
Essential skills:
Analytical Skills - Familiarity with data analysis tools and ability to analyze data metrics to assess the performance of digital platforms and identify to drove areas for improvement.
Project Management - Proficient in project management methodologies and tools, with experience overseeing project timelines, work, and reporting.
Technical Proficiency - Solid understanding of ERP systems (especially SAP), eCommerce platforms, CRM, and EDI technologies.
Partner Engagement - Interpersonal skills to engage with various partners, gather requirements, and understand the unique needs.
Problem-Solving Skills - Ability to identify business problems and recommend appropriate digital solutions and processes.
User Acceptance Testing (UAT) - Experience in leading UAT efforts to gather and implement continuous improvement processes.
Training and Development - Develop training materials and conduct training sessions for end-users to enhance their understanding of digital tools.
Time Management and Organization - Strong time management skills to prioritize tasks effectively and manage multiple projects simultaneously.
Interpersonal Skills - Excellent verbal and written communication skills to report on progress, provide updates to leadership, and facilitate discussions with partners.
Change Management - Ability to support technology implementations and guide teams through transitions related to enhancements.
Required Skills:
Preferred Skills:
Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Execution Focus, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP), Technical Support
The anticipated base pay range for this position is :
$87,000.00 - $140,300.00
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)).
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
Additional information can be found through the link below.
For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits
