Sr. Manager, BPO GCS Systems

Own the end-to-end strategy, deployment and standards: set the roadmap, prioritize enhancements and integrations, and ensure system architecture and configurations align with global objectives and enterprise IT requirements. Develop, maintain and enforce operational playbooks and governance—runbooks, cutover/rollback procedures, testing protocols and critical issue paths—and ensure consistent adherence to global standards across regions, partners and vendor teams. Own the platform backlog and sprint/release cadence. Coordinate integrations, testing, cutovers and rollback plans with IT, vendors and regional teams. Run pilots and translate pilot outcomes into scaled rollout plans. Manage operational readiness activities: training, staged rollouts, hypercare and adoption tracking. Monitor platform health and performance metrics (adoption, defect rates, incident MTTR, time to deploy). Drive continuous improvement to reduce manual touchpoints and increase digital self-service adoption.

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.

• Bachelor’s degree required; advanced degree preferred.

• 8+ years delivering platform releases and integrations (APIs/EDI) in contact center or CRM environments.

• Hands-on familiarity with Automation, Genesys, or Microsoft Dynamics (or comparable platforms).

• Strong operational readiness experience and runbook/playbook creation.

• Data driven orientation: experience reporting adoption, defect rates and deployment cadence.

• Excellent partner coordination skills across IT, vendors and regional operations.

• Experience running GenAI/automation, MSD, Genesys pilots and scaling automation.

• Technical hands-on experience with APIs, middleware and EDI configuration.

• Experience working with global partners and multi-region rollouts.

• Language requirements: English required.

• Travel: Approximately 10% globally.