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

Job Function:

Medical Affairs Group

Job Sub Function:

Multi-Family Medical Affairs

Job Category:

People Leader

All Job Posting Locations:

Titusville, New Jersey, United States of America

Job Description:

We are searching for the best talent for our Manager, Medical Information Capabilities & Innovations role to be in Titusville, NJ.

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

Purpose:

The Manager, Medical Information Capabilities and Innovations at Medical Information Scientific Engagement (MISE), will optimize customer engagement experience ensuring seamless operations of MISE channels and improving omni-channel capabilities. This role will focus on developing and implementing capabilities by taking a comprehensive view of various engagement channels, including live chat, video calls, texting, artificial intelligence, phone, website, and email, to transform the Medical Information engagement experience. In addition, this role will be responsible for business continuity, training, audit support, ongoing operational excellence, process governance and advancing the strategic channel capabilities.

This position will work collaboratively with business partners in Scientific Affairs, IT and vendors to improve MISE channel capabilities.

You will be responsible to:

• Provide support across all channels (e.g., Phone, IVR, email, live chat, live video, texting etc.) for solution implementations, channel optimization initiatives and provide suggestions for platform and process improvements.
• Maintain knowledge and expertise in MISE systems, including crafting /updating procedural documents, user manuals, standard operating procedures, and collaborating with Medical Information leadership to ensure consistency, utilization, and understanding
• Provide subject matter expertise on work force management and quality assurance capabilities in support of both J&J and vendor teams.
• Lead Channel/Customer Relationship Management(CRM) issue resolution, continuous advancement of capabilities and collaboration cross-functional team (Scientific Affairs/IT/Med Info/Vendor) to implement efficient customer experience capabilities aligned to Johnson & Johnson Medical Information strategy
• Drive operational excellence across channel/CRM platforms and establish process governance.
• Conduct research on competitive landscape, market trends to identify innovative digital business opportunities for Medical Information engagement and the possibilities to differentiate.
• Manage Channel/CRM capability projects, with ability to prioritize, manage timelines and results ensuring compliance with current regulatory and healthcare compliance guidelines.
• Participates in departmental strategic projects and other ad-hoc activities as assigned by MISE leadership.
• Maintain business continuity plans and advise Medical Information Leadership Team during active issues that prohibit standard daily functions.
• Responsible for creation and maintenance of platform user manuals, SOP, training content and deliver training to platform users.
• Provide audit support

Qualifications/Requirements

• Bachelor’s degree is required. Bachelor’s and/or master’s degree in computer science, business administration, pharmacy, medical or nursing related field is preferred.
• A minimum of 2 years’ proven experience in leading channel/telephony solution is required.
• Experience in customer engagement tools such as telephony (Genesys), CRM (sales force service could), IVR, Workforce and Quality Management, is preferred.
• Experience in Pharmaceutical/Medical Information Contact Center, is preferred.
• Excellent oral, written and presentation skills with ability to write communications for a variety of audiences is required.
• Experience with project management of large-scale projects with multi-platform integration is required.
• Demonstrated ability to build strong, collaborative partnerships with all levels across the organization is preferred.
• Desire to continually advance personal and team knowledge of digital trends and advances in the industry is preferred.
• Demonstrated understanding of regulatory and health care compliance guidelines with regards to systems is preferred

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 (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.

#LI-Hybrid

The anticipated base pay range for this position is:

$100,000 to 172,5000.

Additional Description for Pay Transparency:

The 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 - Work, Personal and Family Time - up to 40 hours per calendar year For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits (https://www.careers.jnj.com/employee-benefits) This job posting is anticipated to close on March 31, 2025. The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.

Push the boundaries of science to transform health—and your career.

Join us and advance life-changing treatments for people who need them most. At Johnson & Johnson, our focus is on improving global health equity and developing MedTech and pharmaceutical innovations that impact the future of health. Using AI and robotics to transform surgery or helping data scientists and clinicians formulate new ways to diagnose and treat disease, this work may sound like sci-fi, but it’s all science, all real, and could be your career. Whatever your background, skills, or career goals, there’s a place for you to help solve some of the world’s most pressing health challenges with us.

Accelerate your career while changing the world.

Each of our broadly-based family of companies offers an inclusive and empowering culture and employee benefits (like paid time off to volunteer, transgender-inclusive and same-sex partner health insurance coverage, and more) designed to help you live your best life, however you define it. And our best-in-class learning and development approaches, mentorship, and access to innovators across the world will help you grow your skills and reach your career goals. Because when you're at your best, nothing stands between you and your next breakthrough.