[Hiring] Senior Manager, Service Sales Enablement @Johnson & Johnson Innovative Medicine

Role Description

Johnson & Johnson is recruiting for a Sr. Manager, Service Sales Enablement to join our MedTech Surgery business located at Santa Clara, CA site with an alternate location of our Cincinnati, OH site.

The Sr. Manager, Service Sales Enablement & Operations is responsible for building and operating the commercial engine that supports OTTAVA service sales. This role owns the service sales operating model, CRM and system requirements, commercial workflows, forecasting methodology, KPI infrastructure, dashboards, training, onboarding, governance, and continuous improvement.

The role serves as the bridge between service portfolio strategy and field execution. Service Marketing defines what the organization sells, the value proposition, pricing strategy, and market positioning. The Sr. Manager, Service Sales Enablement & Operations defines how the organization operationalizes, tracks, enables, and scales the selling motion.

Key Responsibilities

• Service Sales Operating Model and Governance:
  • Design, document, and maintain the end-to-end service sales operating model.
  • Establish standard operating procedures for point-of-sale support, warranty conversion, renewals, upsell, forecasting, account coordination, exception management, and customer escalation.
  • Create operating cadences, governance forums, process controls, and accountability mechanisms.
  • Continuously improve the operating model using performance results, field feedback, customer insights, and changing business requirements.
• Systems, Data, and Commercial Workflows:
  • Own business requirements and workflow alignment across CRM, installed-base records, warranty and entitlement data, quoting, contracting, invoicing, renewal tracking, and reporting.
  • Define data ownership, required fields, system handoffs, controls, and data-quality standards.
  • Partner with IT and Commercial Operations to identify gaps, prioritize enhancements, test solutions, support deployment, and drive adoption.
  • Ensure systems provide reliable visibility to installed base, warranty milestones, contract status, pipeline, renewals, customer risk, and performance.
• Sales Enablement and Capability Building:
  • Create and maintain service sales playbooks, process guides, templates, talk tracks, FAQs, competitive-use guidance, objection-handling resources, and execution tools.
  • Design onboarding, training, and certification pathways for Service Sales, capital sellers, Renewal Specialists, and Customer Success Managers.
  • Translate Service Marketing portfolio strategy, approved messaging, pricing, and customer materials into practical field execution tools and learning experiences.
  • Measure enablement adoption and effectiveness and improve content based on feedback and performance outcomes.
• KPI, Reporting, and Forecasting Infrastructure:
  • Define shared operational KPI methodology, data sources, definitions, targets, and reporting standards for the service sales organization.
  • Build dashboards and scorecards for attachment, warranty conversion, renewal timing, pipeline health, forecast accuracy, upsell, customer risk, process adoption, and data quality.
  • Establish forecasting methodology and reporting cadence.
  • Analyze trends, identify root causes and opportunities, and recommend corrective actions or process improvements.
• Commercial Process and Policy Enablement:
  • Operationalize approved pricing, offer configuration, discount guardrails, approval pathways, and standardized commercial terms.
  • Maintain clear documentation of commercial policies, exception processes, decision rights, and workflow requirements.
  • Improve quote-to-contract and renewal workflows to reduce cycle time, prevent revenue leakage, and strengthen compliance.
  • Ensure the sales organization consistently follows approved commercial and contracting processes.
• Organizational Readiness and Scale:
  • Define future-state capabilities, role requirements, coverage assumptions, onboarding needs, and infrastructure required to scale the service sales organization.
  • Partner with the Manager, Service Sales and Sr. Director, Service on workforce planning for future Service Sales Representatives and Renewal Specialists.
  • Create scalable onboarding, training, certification, tools, and performance-management resources for new team members.
  • Support launch readiness assessments and stage-gate decisions as the installed base and commercial organization grow.
• Cross-Functional Leadership and Continuous Improvement:
  • Coordinate commercial readiness across various departments.
  • Facilitate issue resolution when systems, data, process, contracting, or governance gaps could affect customers or revenue realization.
  • Consolidate field and customer feedback into prioritized process, system, and enablement improvements.
  • Ensure processes, materials, and workflows align with applicable quality, regulatory, privacy, legal, and Health Care Compliance requirements.

Qualifications

• Bachelor's degree required; advanced degree or relevant commercial, operations, systems, or learning certification preferred.
• Minimum of 8-10+ years of progressive experience in commercial operations, sales enablement, service sales, medical devices, healthcare services, capital equipment, customer success, or a related field.
• Experience designing operating models, systems requirements, governance, workflows, enablement programs, or commercial capabilities in an evolving or launch-stage environment.
• Working knowledge of CRM, installed base, warranty, entitlement, quoting, contracting, invoicing, renewal, forecasting, and reporting processes.
• Demonstrated ability to translate strategy into practical workflows, tools, training, controls, and performance measures.
• Strong program leadership and ability to coordinate complex work across a highly matrixed organization.
• Experience with surgical robotics, service contracts, or lifecycle revenue models preferred.
• Ability to travel up to 20% required (global & international).

Benefits

• Employees and/or eligible dependents may be 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.
• Employees may be 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.
• Employees are eligible for the following time off benefits:
  • Vacation – up to 120 hours per calendar year
  • Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year
  • Holiday pay, including Floating Holidays – up to 13 days per calendar year
  • Work, Personal and Family Time - up to 40 hours per calendar year

Company Description

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.