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Senior Technical Product Manager - 2406196492WDescriptionJohnson & Johnson is currently recruiting for a Technical Product Manager, Patient Experience. This position’s primary location will be Titusville, NJ with occasional domestic travel primarily in the NJ, PA area.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/.Thriving on a diverse company culture, celebrating the uniqueness of our employees and committed to inclusion, we are proud to be an equal opportunity employer.For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.At Johnson & Johnson, we all belong.The Johnson & Johnson Technology organization provides technology direction and product management for the North America Janssen Pharmaceutical Commercial franchises. Technologists provide leadership around demand management, technical design, product management, business process/analysis, quality and compliance.This Technical Product Manager will support the Patient Engagement & Customer Solutions (PECS) organization as they build the next generation of Patient Specialist technologies. They will own strategy, roadmap, and execution of key capabilities across a suite of products and solutions used to serve our patients and providers. The primary focus of this role is centered around workforce management as it relates to our call center operations, and supporting technologies such as fax and telephony systems.Responsibilities:
Own and drive delivery of customer value via the product roadmap and related services for our patient and customer call center.
Demonstrate a solid understanding of call center operations, patient service management, and experience in enhancing customer experience.
Establishing and managing relationships with technology vendors.
Monitoring metrics related to workforce management, analyzing data, and generating insights to identify trends and areas of improvement.
Accountable for optimizing product delivery through continuous process improvement.
Prioritizes and aligns timing with business and IT partners to ensure overall alignment to plan.
Evangelize initiatives with senior leadership, and represent progress, opportunities, and challenges in key forums and through quarterly technical reports.
Ensure compliance with healthcare regulations, with a strong focus on HIPPA, and implement appropriate security measures to protect patient data.
Support a positive team culture in order to enable an authentic and open environment that growths with the diverse experiences and perspectives of the team.
Qualifications
A minimum of a Bachelor’s degree is required.
A minimum of 6 years technology experience is required.
Experience in products built on Salesforce Health Cloud or Service Cloud is required
Proficiency in telephony, fax, or call center operational technologies is required
Experience as a Product Owner or Product Manager building and delivering technical solutions as part of a Product Development Life Cycle is required
Agile/Lean Development Experience with Agile methodology
Ability to create clear, detailed, concise user stories, acceptance criteria, critical metrics and artifacts to convey concepts and ideas, as well as release plans and roadmaps to convey delivery plan
An ability to analyze and understand data and trends and deliver process improvement plans to address opportunity areas identified, and assess and report on performance and value delivery
Experience in a fast-paced environment with competing demand, multiple partners, networked teams, and evolving needs.
Results oriented with strong organization skills and a consistent track record in highly sophisticated projects/programs from start to finish.
Ability to problem solve and think creatively about technology solutions to deliver a business or program need.
Strong verbal and written communication skills.
Strong leadership skills, facilitating raised issues to resolution.
Strong analytical abilities and problem-solving skills.
Results driven and a self-starter mentality required.
Ability to balance multiple priorities, maintain confidentiality, and operate with poise and integrity in a high-profile, and constantly evolving environment is required.
Up to 15% travel within the New Jersey/Pennsylvania area and occasional travel across North America is required.
The anticipated base pay range for this position is $118,000- $203,550#JNJTechThe Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.
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)).
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 of Work, Personal and Family Time - up to 40 hours per calendar year
Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits
The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.Primary Location NA-US-New Jersey-TitusvilleOrganization Johnson & Johnson Services Inc. (6090)Job Function Technical Product ManagementReq ID: 2406196492W
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