Manager, Service & Repair, Global Business Product Owner (BPO)
Johnson & Johnson
5 months ago
Remote
United States
IT
Manager, Service & Repair – Global Business Product Owner (BPO)
Purpose
- Lead Service & Repair capabilities within the Butterfly CXM transformation as the “voice of the business,” owning requirements, process development, and global digital solution adoption.
Responsibilities
- Own Service & Repair requirements, process optimization, capability roadmap, and backlog prioritization.
- Translate business needs into user stories; lead backlog readiness/prioritization.
- Partner with IT/Product to deliver solutions aligned to business need.
- Lead change and adoption strategy; drive business-focused communications.
- Define/support role-based training and ensure training, communications, and documentation align to adoption.
- Support testing, deployment, and post-launch stabilization; run workshops to resolve issues.
- Establish/advice targets for adoption, service efficiency, and process performance; ensure benefits are realized and sustained.
Qualifications / Requirements
- Bachelor’s degree (or equivalent experience).
- 8+ years in Service, Commercial Operations, or related roles.
- Experience in business transformation, product ownership, or process improvement.
- Strong understanding of Service & Repair operations.
- Track record leading change/adoption and partner alignment.
- Strong facilitation/influencing/interpersonal skills.
- Data-driven approach measuring adoption and operational impact.
Preferred
- CRM/CXM experience (e.g., Microsoft Dynamics).
- Agile/product ownership (backlog, user stories, refinement).
- Organizational change experience/certification (e.g., Prosci).
- Experience developing/delivering training programs.
Benefits (time off)
- Vacation: 120 hours/year; Sick: 40 hours/year.
- Holiday pay (incl. Floating Holidays): 13 days/year; Parental leave: 480 hours in one year of birth/adoption/foster care.
Pay range
- $102,000–$177,100 base.
Purpose
- Lead Service & Repair capabilities within the Butterfly CXM transformation as the “voice of the business,” owning requirements, process development, and global digital solution adoption.
Responsibilities
- Own Service & Repair requirements, process optimization, capability roadmap, and backlog prioritization.
- Translate business needs into user stories; lead backlog readiness/prioritization.
- Partner with IT/Product to deliver solutions aligned to business need.
- Lead change and adoption strategy; drive business-focused communications.
- Define/support role-based training and ensure training, communications, and documentation align to adoption.
- Support testing, deployment, and post-launch stabilization; run workshops to resolve issues.
- Establish/advice targets for adoption, service efficiency, and process performance; ensure benefits are realized and sustained.
Qualifications / Requirements
- Bachelor’s degree (or equivalent experience).
- 8+ years in Service, Commercial Operations, or related roles.
- Experience in business transformation, product ownership, or process improvement.
- Strong understanding of Service & Repair operations.
- Track record leading change/adoption and partner alignment.
- Strong facilitation/influencing/interpersonal skills.
- Data-driven approach measuring adoption and operational impact.
Preferred
- CRM/CXM experience (e.g., Microsoft Dynamics).
- Agile/product ownership (backlog, user stories, refinement).
- Organizational change experience/certification (e.g., Prosci).
- Experience developing/delivering training programs.
Benefits (time off)
- Vacation: 120 hours/year; Sick: 40 hours/year.
- Holiday pay (incl. Floating Holidays): 13 days/year; Parental leave: 480 hours in one year of birth/adoption/foster care.
Pay range
- $102,000–$177,100 base.