Johnson & Johnson

Team Lead - Customer Solutions Transformation | Markham, Ontario, Canada

Johnson & Johnson • $87K — $140K *
Markham, ON L3R 0G6In-Person
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • University degree and/or equivalent experience required.
  • 5+ years of experience in Customer Service, Operations, or Finance, with 2-3 years in project delivery.
  • Experience with SOX-controlled and/or GxP environments.
  • Proven success in delivering systems projects like ERP or EDI.
  • Strong analytical skills to leverage data for decision-making.

Responsibilities

  • Lead projects from initiation to completion, managing scope, schedule, and risks.
  • Translate business needs into specifications and implementation plans.
  • Optimize customer-facing systems and resolve issues effectively.
  • Drive process improvements and develop change adoption strategies.
  • Manage revenue-related operations in collaboration with finance.
  • Design dashboards and translate data into actionable insights for stakeholders.
  • Build relationships and provide support for cross-functional teams.

Benefits

  • Hybrid working model based in Markham, ON.
  • Potential up to 10% business travel when needed.
  • Discretionary performance bonus eligibility.
Full Job Description
Job Function: Customer Management

Job Sub Function: Customer Service Operations

Job Category: Professional

All Job Posting Locations: Markham, Ontario, Canada

Job Description: We are searching for the best talent for a Team Lead - Customer Solutions Transformation to join our J&J Customer Solutions Canada team.  This position is based in Markham, Ontario, Canada. 


Purpose:


The Customer Solutions Transformation Lead drives tactical execution and project management of transformational initiatives across Customer Service and Customer Operations. This role blends hands-on program delivery, systems ownership (ERP, EDI, e-Commerce and related platforms), and operational expertise to ensure projects deliver measurable improvements in service, compliance, automation, and cost. The role partners closely with cross-functional teams—Sales, Finance, Distribution, IT, Quality, Process Leads and third parties—to convert business needs into implemented solutions, stable operations, and sustained adoption.


You will be responsible for:


  • Lead transformational projects from intake to close-out using formal project management practices (scope, schedule, budget, risk/issue management, benefits tracking) and support prioritization and portfolio reporting.
  • Translate business needs into functional specifications and implementation plans; coordinate build, testing (UAT), cutover, hyper-care and post-implementation support to ensure operational readiness and minimal disruption.
  • Own integrity and optimization of customer-facing systems (ERP, EDI, e-Commerce, billing engines, interfaces); lead troubleshooting, root-cause analysis and corrective actions for defects and rejections.
  • Drive process improvement and automation initiatives (including Cost Improvement Projects), develop change adoption plans, training materials and knowledge networks to ensure sustained uptake.
  • Manage revenue-related operational activities (billing, credit/debit memo validation, aged balances) and partner with finance to align on recognition, controls and month-end support.
  • Design and maintain operational and project dashboards and produce analyses that translate data into actionable insights; communicate status, risks and recommended mitigations to stakeholders and leadership.
  • Build and coach cross-functional relationships (Sales, Distribution, Finance, IT, Quality, third parties), provide escalation support for operational/system issues, and act as a trusted advisor to regional/global teams to ensure consistent, compliant execution.



Qualifications:


Required qualifications & experience


  • University degree and/or equivalent experience is required.
  • 5+ years combined experience across Customer Service, Customer Operations, Supply Chain or Finance, with at least 2–3 years in project/program delivery or PMO responsibilities.
  • Experience working in SOX-controlled and/or GxP environments.
  • Demonstrated track record delivering systems projects (ERP, EDI, order-to-cash, billing) and operational transformations.
  • Strong analytical skills with ability to use data to guide decisions and measure benefits.


Technical & professional competencies


  • Formal project management training/certification preferred (PMP, FPX or equivalent).
  • Experience with Six Sigma / Lean / Process Excellence methodologies; certification an asset.
  • High proficiency with MS Office (advanced Excel, PowerPoint, Word); familiarity with reporting/dashboard tools.
  • Hands-on experience with ERP/Supply Chain modules, EDI integration, order-to-cash processes and e-commerce or equivalent platforms preferred.
  • Excellent written and verbal communication; ability to present complex technical topics to business audiences.
  • Strong stakeholder management, collaboration, organization and prioritization skills.
  • Bias for action, results orientation and attention to detail.
  • Bilingual (English/French) is an asset.


Preferred attributes


  • Comfortable operating in a matrix environment and leading change without direct authority.
  • Experience with billing operations, aged balance management and dispute resolution is beneficial.
  • Experience driving automation initiatives and integrating business-process changes with system enhancements.


Working conditions & travel


  • Hybrid working model based in Markham, ON.
  • Up to 10% business travel may be required.  Occasional local travel across the GTA and minimal regional travel.

The expected base pay range for this position is $87,000 to $140,300 CAD.

Under current guidelines, this position is eligible for a discretionary performance bonus.

AI Usage DisclosureThe Company uses Artificial Intelligence in its assessment of applicants.

Vacancy Disclosure​This job posting is for an existing position.

#LI-JS3#LI-hybrid

 

 

Required Skills:

 

 

Preferred Skills:

About Johnson & Johnson

Scio Diamond creates single-crystal Type IIa diamonds for the jewelry market and for industrial applications. It employs a patent-protected chemical vapor deposition (CVD) process in a precisely controlled laboratory setting to produce diamonds. It was founded in 2009 and is headquartered in Greenville, South Carolina.

Johnson & Johnson Careers

Joining Johnson & Johnson provides an unparalleled opportunity to be a part of a global team of professionals dedicated to blending care, science, and innovation to profoundly change the trajectory of health for humanity.

Work You’ll Do

At Johnson & Johnson, you will engage in work that matters. Join our community of professionals in health care to drive significant and impactful changes across the globe. Our team at Johnson & Johnson leads with science and heart in sectors from pharmaceuticals to medical devices and consumer health products.

Transform Health Care

Leverage Johnson & Johnson’s culture of innovation to transform health care and improve the lives of people around the world. Our collaborative environment encourages leadership and growth, allowing you to pioneer new strategies for health care solutions with a diverse team of experts.

Innovative Work

Engage in groundbreaking work that enhances how care is delivered on a global scale. Johnson & Johnson’s commitment to innovative health solutions results in dynamic career paths filled with opportunities for professional growth and development.

Be Part of a Great Team

Our team at Johnson & Johnson thrives on collaboration and diversity. You will work alongside over 130,000 employees globally who are committed to making a lasting impact. With a culture that values diversity training and leadership, you are supported in both personal and professional growth.

Future-Proof Your Career

Johnson & Johnson offers a myriad of job opportunities and employment benefits designed to help you meet your career and personal goals. Our employees enjoy comprehensive benefits, including health insurance, retirement plans, and family-friendly policies that pave the way for a fulfilling career and life balance.

Explore Job Opportunities and Internships

Whether you’re looking to start your career or take it to the next level, Johnson & Johnson offers positions ranging from internships to leadership roles across various sectors. Enhance your skills through hands-on experience and our extensive networking and mentorship programs.

Johnson & Johnson Leadership and Development

Our commitment to leadership and continuous learning is at the core of our employment philosophy. Every position offers chances to lead, learn, and innovate. We provide extensive training programs and development courses that prepare you for the future of health care.

Stay Connected

Join Our Team

Search open positions that match your skills and interests. We are constantly hiring and looking for curious, driven, and compassionate team players.

SEARCH JOHNSON & JOHNSON JOBS

Keep Up to Date

Stay informed with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

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Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Johnson & Johnson. Join Johnson & Johnson today to be a part of a team that values innovation, leadership, and diversity, and see how far your ambition can take you.
Learn more about Johnson & Johnson
Size
141,700 employees
Market Cap
$462.7 billion
Industry
Pharmaceuticals & Biotech
Net Income
$14.7 billion
Founded
1886
5 Year Trend
+5.5%
Revenue
$82.5 billion
NASDAQ
JNJ
* Ladders Estimates

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