[Hiring] Customer Service Value Stream Lead @Johnson & Johnson Innovative Medicine

Role Description

We are searching for the best talent for Transcend: Team Lead, Deliver Workstream, MedTech – Dynamo Deployment. We are seeking a Deliver Customer Service Workstream Lead to play a meaningful role in ensuring the pre-defined global Transcend Order‑to‑Cash (OTC) template effectively supports the North America customer service business processes for DC network strategies. This role partners with functional and cross‑functional teams to represent Deliver Customer Service requirements, validate template build decisions, and ensure solutions are practical, scalable, and adoption‑ready for end users. The role champions the Transcend Dynamo solution within Deliver, guiding process alignment, testing, and change enablement to ensure readiness, consistency, and successful deployment.

• Participate in solution confirmation workshops, ensuring alignment to order management requirements.
• Serve as a Deliver business representative, providing guidance on global, local, and specialized process requirements and resolving functional questions.
• Drive Deliver change impact assessment and readiness planning across the order to cash deployment.
• Represent Customer Service in system demos and design reviews, providing structured, strategic feedback.
• Oversee data readiness, including data cleansing, validation, and deployment preparedness.
• Define and govern test scenarios to support end‑to‑end O2C validation.
• Lead validation activities for workstreams through integrated testing and business simulations.
• Assess and communicate solution impacts to key performance indicators, service levels, and customer experience.
• Ensure SOPs and work instructions are updated, completed, and approved prior to deployment.
• Provide leadership support for cutover planning, training execution, post‑go‑live deployment, and early‑life stabilization activities.

Qualifications

• Minimum three (3) years of related business experience in Supply Chain or Order to Cash Processes.
• A minimum of a Bachelor's degree.
• Subject‑matter expertise in Order‑to‑Cash capabilities within an SAP environment.
• Ability to drive timely decision‑making and execution against defined plans while managing risk and dependencies.
• Ability to operate effectively in ambiguity, manage competing demands, and demonstrate resilience during transformation.
• Balance and align diverse stakeholder priorities to enable consistent process adoption and business readiness.
• Strong analytical and problem‑solving skills to assess current‑state processes, identify gaps and inefficiencies, and drive continuous improvement.
• Proficiency with SAP including modules relevant to the Value Stream (i.e. Order Fulfillment, Deliveries, Invoicing, Returns, etc).

Requirements

• Experience in the MedTech industry (preferred).
• Ability to travel up to 20% of the time both domestically and internationally.

Benefits

• Vacation – 120 hours per calendar year.
• Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado – 48 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.
• Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year.
• Caregiver Leave – 80 hours in a 52-week rolling period.
• Volunteer Leave – 32 hours per calendar year.
• Military Spouse Time-Off – 80 hours per calendar year.