Senior Director, Global CRM Business Product Owner

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.

Job Function:
Strategy & Corporate Development

Job Sub Function:
Business Innovation & Integration

Job Category:
People Leader

All Job Posting Locations:
Raritan, New Jersey, United States of America

Job Description:

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).

Key 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.

Reporting & Key stakeholders to collaborate with
• Reports to: Chief Global Data Digital and AI Leader.
• Key stakeholders: Regional Business Leaders, Regional Medical Affairs Leaders, Regional Data & Analytics teams, Regional Training and Learning leaders, Global and Regional Technology leaders, Global and regional privacy, regulatory and legal teams.
• Direct/Indirect reports: Manages a team of ~10 indirect reports and contractors.

Qualifications / 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.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

#LI-Hybrid #JNJDataScience #JNJIMCommercial-DS

Required Skills:

Preferred Skills:
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

The anticipated base pay range for this position is :
The anticipated base pay range for this position is $178,000 to $307,050 USD.

Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. 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)). This position is eligible to participate in the Company’s long-term incentive program. 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 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 Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits