Manager, Service & Repair, Global Business Product Owner (BPO)
Johnson & Johnson
5 days ago
Remote friendly (New Brunswick, NJ)
United States
IT
Purpose:
- Lead Service & Repair capabilities within the Butterfly CXM transformation.
- Serve as the voice of the business, owning requirements, process development, and adoption of digital solutions globally (two-year duration; potential to extend). Partner across Business, IT, and Program teams to ensure solutions are well-defined, delivered, and adopted, improving service efficiency and customer experience.
You Will Be Responsible For:
Business Ownership & Delivery
- Own Service & Repair business requirements, process optimization, capability roadmap, and backlog prioritization.
- Translate business needs into user stories; lead backlog readiness and prioritization.
- Partner with IT and Product to deliver product aligned to business needs.
Change, Adoption & Communications
- Lead organizational change and adoption strategy for the Service & Repair Experience.
- Drive business-focused communications reinforcing value and desired behaviors.
- Act as a transformation advocate, engaging partners and aligning functions.
Training & Enablement
- Define/support role-based training and enablement for business users.
- Ensure training, communications, and documentation align to support adoption.
- Build capabilities to sustain new ways of working post-launch.
Execution & Continuous Improvement
- Support testing, deployment, and post-launch stabilization.
- Facilitate workshops/cross-functional forums to resolve issues.
- Gather feedback and drive continuous improvement.
Performance & Value Realization
- Establish/supervise targets related to adoption, service efficiency, and process performance.
- Ensure business benefits are realized and sustained.
Qualifications / Requirements:
Required
- Bachelor’s degree or equivalent experience.
- 8+ years track record 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, and interpersonal skills.
- Data-driven approach measuring adoption and operational impact.
Preferred
- CRM/CXM platforms (e.g., Microsoft Dynamics).
- Agile/product ownership (backlog, user stories, refinement).
- Organizational change experience/certification (e.g., Prosci).
- Experience crafting/delivering training programs.
Benefits (time off):
- Vacation: 120 hours/year; Sick time: 40 hours/year (CO: 48; WA: 56); Holiday pay (incl. floating): 13 days/year; Work/Personal/Family Time: up to 40 hours/year; Parental Leave: 480 hours; Bereavement Leave: 240 hours (immediate) + 40 hours (extended) per year; Caregiver Leave: 80 hours in a 52-week rolling period; Volunteer Leave: 32 hours/year; Military Spouse Time-Off: 80 hours/year.
- Lead Service & Repair capabilities within the Butterfly CXM transformation.
- Serve as the voice of the business, owning requirements, process development, and adoption of digital solutions globally (two-year duration; potential to extend). Partner across Business, IT, and Program teams to ensure solutions are well-defined, delivered, and adopted, improving service efficiency and customer experience.
You Will Be Responsible For:
Business Ownership & Delivery
- Own Service & Repair business requirements, process optimization, capability roadmap, and backlog prioritization.
- Translate business needs into user stories; lead backlog readiness and prioritization.
- Partner with IT and Product to deliver product aligned to business needs.
Change, Adoption & Communications
- Lead organizational change and adoption strategy for the Service & Repair Experience.
- Drive business-focused communications reinforcing value and desired behaviors.
- Act as a transformation advocate, engaging partners and aligning functions.
Training & Enablement
- Define/support role-based training and enablement for business users.
- Ensure training, communications, and documentation align to support adoption.
- Build capabilities to sustain new ways of working post-launch.
Execution & Continuous Improvement
- Support testing, deployment, and post-launch stabilization.
- Facilitate workshops/cross-functional forums to resolve issues.
- Gather feedback and drive continuous improvement.
Performance & Value Realization
- Establish/supervise targets related to adoption, service efficiency, and process performance.
- Ensure business benefits are realized and sustained.
Qualifications / Requirements:
Required
- Bachelor’s degree or equivalent experience.
- 8+ years track record 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, and interpersonal skills.
- Data-driven approach measuring adoption and operational impact.
Preferred
- CRM/CXM platforms (e.g., Microsoft Dynamics).
- Agile/product ownership (backlog, user stories, refinement).
- Organizational change experience/certification (e.g., Prosci).
- Experience crafting/delivering training programs.
Benefits (time off):
- Vacation: 120 hours/year; Sick time: 40 hours/year (CO: 48; WA: 56); Holiday pay (incl. floating): 13 days/year; Work/Personal/Family Time: up to 40 hours/year; Parental Leave: 480 hours; Bereavement Leave: 240 hours (immediate) + 40 hours (extended) per year; Caregiver Leave: 80 hours in a 52-week rolling period; Volunteer Leave: 32 hours/year; Military Spouse Time-Off: 80 hours/year.