Job Function: Customer Management
Job Sub Function: Non-Technical Customer Service
Job Category:People Leader
All Job Posting Locations:Markham, Ontario, Canada
Job Description:Johnson & Johnson MedTech Canada is recruiting for a Manager Customer Collaboration & Digital Experience, located in Markham, ON, Canada.
Remote work options may be considered on a case-by-case basis and if approved by the Company for Canada based candidates.
The Johnson & Johnson Medical Devices Companies have been working to make surgery better for more than a century. With substantial breadth and depth in surgical technologies, orthopedic and interventional solutions, we seek to improve and enhance medical care for people worldwide. Together, we are working to build the future of health through differentiated products and services.
About usWe are a cross-functional Customer Solutions team that partners with hospitals, clinics, and internal stakeholders to solve real supply chain challenges and improve patient outcomes. We combine practical supply chain diagnosis, Lean problem-solving, analytics, and hands-on operational delivery to make change happen - together!
Role summaryWe're looking for a leader who will join our team and take ownership of designing, deploying, and running customer-facing supply chain solutions across business units. Together we'll translate strategy into operational plans, deploy EDI/JJCC/GHX capabilities, and use analytics (including Cost to Deliver) to measure impact and prioritize where we invest our effort. You'll lead customer-facing workstreams, coach teammates, and collaborate with Sales, Finance, IT, Distribution and others to deliver measurable improvements.
Team & cultureWe hire people who like to solve problems with data and close the loop from design to operation, and we support each other with coaching and shared accountability. You'll lead a cross-business-unit team: hiring, setting clear goals, developing talent, and ensuring outcomes are measured and communicated.
Ready to join us? If you want to roll up your sleeves, drive measurable improvements across customer supply chains, and work with a collaborative, outcome-focused team - we'd love to hear from you!
What we do (primary responsibilities)
- We diagnose and prioritize opportunities across customer supply chains by combining data, site visits, and Lean assessments so we can focus on the highest-impact changes that reduce cost and improve service.
- We work with customers to design and run pilots, rollouts, and measures of success, translating global strategy into regional plans and operational steps that frontline teams can follow.
- We set and maintain system parameters that drive order generation - safety stock, lead times, replenishment rules - and ensure product master data is aligned between partners to reduce missed orders and exception handling.
- We use analytics and scenario planning tools (e.g., Cost to Deliver) to guide inventory and distribution decisions, and we continuously improve our dashboards and reporting so decisions are timely and evidence-based.
- We modernize and scale e-capabilities, EDI transactions and partner integrations, partnering with internal IT and external partners to test and implement robust solutions.
- We ensure compliance with healthcare regulations and internal policies, participate in audits, and recommend controls or process changes when gaps are identified.
What success looks like- We reduce total cost-to-serve while improving fill rates and on-time delivery for priority customers.
- We launch pilots that scale across the region with clear adoption and measured outcomes.
- We maintain accurate master data and reduce order exceptions that require manual intervention.
QualificationsEducation: Minimum Bachelor's degree and/or equivalent University degree required; focused degree in Supply Chain or Engineering preferred. Advanced degree preferred.
Experience and Skills:Required:- Minimum six (6) years of relevant professional work experience
- Progressive, customer-facing supply chain or operations experience, ideally in healthcare or medical devices.
- Strong analytical, project management, and stakeholder-influence skills with hands-on operational experience in ERP/warehouse/EDI environments.
- Can lead Lean-style assessments, work on-site with customers, and translate insights into practical, measurable solutions.
Preferred- Practical experience with SAP or similar ERP systems, warehousing, EDI, JJCC, GHX, UPC/barcode, and GDSN/GS1 concepts.
- Process Excellence / Six Sigma (Green Belt) or Lean experience.
- Bilingualism (French & English)
Other:- May require up to 10% domestic and/or international travel to other sites and locations
Required Skills: Preferred Skills:Communication, Continuous Improvement, Customer Centricity, Customer Engagement, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, New Program Development, Personalized Services, Process Improvements, Service Request Management, Stakeholder Engagement, Team Management
