Job Function: Customer Management
Job Sub Function: Customer Service Operations
Job Category:People Leader
All Job Posting Locations:Jacksonville, Florida, United States of America
Job Description:Johnson & Johnson MedTech Vision Care, a member of Johnson & Johnson's Family of Companies, is currently recruiting for a Senior Manager, Customer Experience, to be located in our Jacksonville FL, location.
The Senior Manager, Customer Experience, Learning & AI Enablement leads the transformation of Customer Service capabilities through artificial intelligence, knowledge management, customer insight, quality, learning, and change leadership. The role ensures that associates and customers can perform more effectively as technology, customer expectations, and business priorities evolve.
This leader moves the function beyond administering training and support programs. The position is accountable for identifying performance barriers, translating customer and operational signals into action, improving adoption of digital capabilities, and building a culture that continuously asks what can be simplified, automated, learned, or improved.
PurposeMake employees and customers more capable by turning insight, knowledge, AI, and change into measurable business performance.Key Role Responsibilities Customer Experience and Voice of Customer - Lead the Customer Service voice-of-customer and interaction-insight strategy, including the effective use of Qualtrics and related analytics.
- Identify patterns, pain points, unmet needs, digital-adoption opportunities, and potential growth or cost opportunities within customer interactions.
- Translate customer intelligence into clear recommendations, targeted interventions, and measurable outcomes.
- Partner with Commercial, Operations, IT, Finance, Quality, and other functions to address cross-functional customer issues.
AI Enablement and Digital Adoption - Develop and execute the Customer Service AI-enablement roadmap in alignment with enterprise technology, privacy, quality, and compliance requirements.
- Identify and prioritize use cases for agent assistance, knowledge retrieval, content creation, interaction analysis, self-service, and workflow improvement.
- Lead adoption of copilots and other approved AI-enabled tools, ensuring that technology strengthens rather than diminishes the human customer relationship.
- Establish adoption, effectiveness, quality, and business-value measures for AI-enabled capabilities.
Learning, Knowledge and Capability Building - Own the strategy for onboarding, continuing education, role-based capability building, and knowledge management.
- Modernize learning through AI-assisted content development, embedded performance support, searchable knowledge, and targeted learning interventions.
- Reduce time to proficiency and improve the accuracy, consistency, and accessibility of operational knowledge.
- Ensure learning content, procedures, and knowledge assets are current, governed, and aligned with business and compliance requirements.
Quality and Performance Improvement - Lead Customer Service quality strategy, governance, and measurement across human and AI-supported interactions.
- Use interaction and performance data to identify root causes, capability gaps, process defects, and coaching opportunities.
- Move quality from retrospective scoring toward proactive insight, prevention, and continuous improvement.
- Connect quality findings to customer outcomes, productivity, risk, revenue protection, and employee effectiveness.
Change and Transformation Leadership - Lead Customer Service readiness, communication, training, adoption, and reinforcement for major transformations, including Butterfly and related digital initiatives.
- Assess change impacts and create practical adoption plans for leaders, supervisors, associates, and support teams.
- Build cross-functional alignment, clarify decision ownership, and surface risks or gaps early.
- Create feedback loops that allow the organization to adjust based on evidence rather than assumptions.
People and Business Leadership - Lead, coach, and develop a high-performing team with clear expectations, accountability, inclusion, and opportunities for growth.
- Manage priorities, budget, vendors, resources, and delivery commitments with disciplined follow-through.
- Communicate complex findings in concise, executive-ready language and recommend decisions based on business impact.
- Foster a culture of curiosity, experimentation, respectful challenge, and customer advocacy.
Required Qualifications - Bachelor's degree in business, customer experience, organizational development, learning, communications, technology, analytics, or a related discipline.
- Seven or more years of progressive experience in Customer Service, customer experience, learning and development, quality, digital transformation, knowledge management, or a related function.
- Three or more years of people-leadership experience, including responsibility for developing talent and delivering through others.
- Demonstrated experience leading cross-functional programs, process improvements, or organizational change within a complex business environment.
- Demonstrated ability to analyze operational or customer data, identify patterns, investigate inconsistencies, and convert findings into action.
- Experience implementing or scaling AI, automation, CRM, digital-learning, voice-of-customer, knowledge-management, or related technology capabilities.
- Strong written, verbal, presentation, facilitation, and stakeholder-management skills.
- Demonstrated judgment in regulated, quality-sensitive, or compliance-focused environments.
Preferred Qualifications - Advanced degree or relevant certification in customer experience, change management, learning, process improvement, analytics, AI, or digital transformation.
- Experience with Microsoft Dynamics, Microsoft 365 Copilot, Power Platform, Qualtrics, SAP, CRM platforms, or comparable enterprise technologies.
- Experience designing knowledge ecosystems, AI-assisted quality programs, digital-adoption campaigns, or performance-consulting models.
- Commercial acumen and experience connecting service insights to revenue growth, customer retention, cost reduction, or revenue protection.
- Experience influencing senior leaders and working across Commercial, IT, Finance, Operations, Quality, and Supply Chain.
Other:- The attendance policy for this role is Fully Onsite
- Travel: Up to 10% domestic and international travel.
Required Skills: Preferred Skills: 
