Digital Product Mgr Omnichannel Exp

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 https://www.jnj.com

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Job Description:

Johnson & Johnson is currently recruiting a Digital Product Manager, Omnichannel Experience to be based in a Global Service hub, in Paranaque, National Capital Region (Manila), Philippines.

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 https://www.jnj.com/

Position Overview & Responsibilities

The Service Excellence team is recruiting for a Digital Product Manager, Omnichannel Experience to be based in a Global Service hub. This individual will seek to realize maximum value in our customer interactions through the implementation of scalable, cross-functional service capabilities.

The Digital Product Manager will articulate the specific goals and objectives of our digital products and how it will impact our business and our customer experiences.  They will lead the design and optimization of intuitive, user-centered digital portals, creating seamless and engaging user experiences across web and mobile platforms with a focus on accessibility, usability, and aesthetic quality. They will collaborate closely with cross-functional teams to translate business requirements into wireframes and prototypes.  He/she will ensure coordinated and consistent communication of progress, risks, issues and improvement opportunities to all levels of leadership and to key stakeholders for achieving product objectives and focuses on leading the operational elements of our projects such as meeting deadlines, staying within budget, and completing deliverables by coordinating time, budget, and resources to complete an ongoing digital transformation and beyond.

Our ideal candidate combines strong design principles with a deep understanding of UX best practices to deliver service portals that enhance user satisfaction and drive business outcomes. The candidate should have a user-centric, and data driven mindset, with a disciplined approach to achieve valuable outcomes for our business. This digital product role will focus primarily on agent and customer experiences and will seek to enable and empower our agent workforce to manage their work and service our customers with leading edge, digital capabilities. They will also look to leverage omnichannel technologies to enable best in class agent/customer interactions in those high-touch moments that matter. The Digital Product Manager will have ownership of the following key capabilities:

• Customer experience & enablement
• User Experience
• Multichannel interaction strategy (web, search, chat, etc.)
• Intelligent routing and workflows
• Integrated Agent Tools
• Service Delivery Digital Enablement

Key Responsibilities:

• Lead the design strategy for the ServiceNow portal with insights to User Experience
• Facilitate communication and collaboration across the program from daily management of scrum team to cross-functional stakeholder communication and governance
• Understand customer needs and gather product requirements while identifying market opportunities to define the product vision
• Maintain insights into success metrics to drive roadmap definition, iterative development, and continuous improvement within our business processes
• Anticipate business needs to influence the development of solutions, maneuvering through a matrixed set of relationships, influencing direction, and receiving input from various stakeholders
• Partner with Global Content Strategy & Knowledge Management team to ensure that global content strategy and governance practices are implemented and followed
• Lead ongoing product marketing efforts to promote and communicate new capabilities of the products
• Support the building of the product backlog by partnering with business analysts to write/groom user stories and user acceptance criteria
• Partner with team to design and execute Voice of Customer activities in order to identify areas of opportunity for product portfolio
• Serve as a thought leader on generative AI, identifying opportunities to integrate cutting edge technology into omnichannel experiences including search and chat

Qualifications:

Required:

• Minimum of a Bachelor’s degree in Business, Technology, Experience Design, or related
• 4+ years of experience in product management, product strategy, or user experience with a proven history of delivery valuable outcomes for customer-facing digital properties
• Experience with ServiceNow
• Experience managing deliverables and milestones (on time/within budget/meeting business needs) for a global enterprise implementation
• Experience working within an agile development process
• Prior experience as Product Owner, Scrum master or Program Management for software products
• Proven business acumen, creative problem solving, and data analysis
• Strong ability to gain influence and respect of stakeholders and management, manage teams/projects and bring them to success and be strategic in approach (understands and addresses inter-dependencies and real issues)
• Highly self-motivated with ability to direct, lead, and motivate self and others
• Excellent communication skills, both written and verbal with the ability to interact across all organizational levels
• Ability to navigate, configure, and manage complex enterprise platforms
• Proficient with tools such as Microsoft Office, JIRA, and Google Analytics
• Proactive and very organized with strong attention to detail
• Curiosity and high energy team player
• Percentage travel expectations: 10%

Preferred:

• Understanding and experience working with Service Management technologies and platforms, ie ServiceNow, Sales Force, Figma
• Proven ability to manage relationships and influence change in a large complex organization
• Certified Customer Experience Professional (CCXP) and highly developed across all CX proficiencies
• UX design skills such as wireframing and/or information architecture analysis

Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply 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 Brunswick, NJ:  R-016729

Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.

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 and 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, please email the Employee Health Support Center ([email protected]) or contact AskGS to be directed to your accommodation resource.

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