MedTech Director, OTC - Business Process Owner

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.

Job Function:

Supply Chain Deliver

Job Sub Function:

Deliver Excellence

Job Category:

Professional

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Johnson and Johnson MedTech is recruiting for a Director, Order-to-Cash (OTC) — Business Process Owner join our team in Raritan, NJ.

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/

About MedTech

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Role summary

The Director, Order-to-Cash (OTC) Business Process Owner leads the Sales Order Management process and business design across Hospital Medical Devices (HMD) platforms, the 1MD OTC platform. This exciting and strategic role defines strategy and a multi-year roadmap to advance the end-to-end customer experience across all order channels and multiple HMD franchises (ETHICON, CSS). You will establish and lead governance for the Deliver Customer Service Capabilities suite of systems and processes, govern projects/improvements/integrations, and lead the NA Customer Service Center (CSC) management team and supplemental contractors.

Key responsibilities

• Lead HMD NA end-to-end Sales Order Management process strategy and roadmap, ensuring alignment to franchise objectives (ETHICON, CSS) and regional Deliver priorities.

• Lead platform continuous improvements; driving adoption to and define target operating model.

• Translate business requirements into solution designs and acceptance criteria; ensure robust testing, rollout, and post-implementation support processes.

• Chair governance forums (steering, change control, release management) for OTC platform; ensure consistent decision-making and prioritization.

• Accountable for portfolio change requests and feature improvements, balancing business value with resource capacity and delivery risk.

• Partner closely with HMD NA Deliver, JJT, Distribution, franchise leads, IT, supply chain, master data, commercial operations, and external vendors to govern all projects, integrations, and improvements affecting order flow, fulfillment, billing, and service.

• Own the NA CSC management team and contracted resources: hiring/mentoring, resource and prioritization planning, performance management, and vendor oversight.

• Define, track, and report OTC performance metrics (e.g., order cycle time, order accuracy, order-to-cash lead time, on-time-in-full, dispute/resolution time, customer CSAT/NPS) and lead initiatives to improve critical metrics.

• Ensure compliance with regulatory, audit, privacy, and internal control requirements across ordering, invoicing, and customer data processes.

• Drive automation, system integrations (EDI/API), and process standardization to reduce manual touchpoints and improve customer experience.

• Create and maintain clear process documentation, runbooks, SLAs, and training materials for internal teams and partners.

Qualifications

Education: A minimum of a Bachelor’s degree and/or equivalent University degree is required; An advanced degree is preferred.

Required:

• Minimum ten (10) years of relevant professional experience.

• Multifaceted experience in order-to-cash, sales operations, customer service operations, or supply chain, preferably in medical devices, healthcare, or life sciences.

• People leadership running regional or multi-functional teams and external contractors.

• Demonstrated experience leading order management/business process design and platform implementations (order management systems, OMS/ERP/CRM integrations).

• Strong partner management and governance experience across commercial, IT, distribution, and franchise organizations.

• Knowledge of SAP Sales Order management

• Technical fluency with integrations (EDI, APIs), enterprise ERPs (e.g., SAP), OMS, and CRM platforms (e.g., Salesforce) or equivalent systems.

• Superb communication skills with the ability to translate complex technical issues into business decisions.

• Consistent track record of driving process improvement and delivering measurable operational improvements.

Preferred qualifications

• Relevant certifications (FPX, Lean/Six Sigma)

• Prior experience with J&J platforms, HMD business processes, or healthcare customer-facing systems.

• Experience governing multi-franchise programs and complex product portfolios.

• Familiarity with regulatory requirements relevant to medical device commerce and data privacy.

Other:

• May require up to 25% domestic and/or international travel to other sites and locations.

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 & 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, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.

Required Skills:

 

 

Preferred Skills:

Analytical Reasoning, Cross-Functional Collaboration, Demand Forecasting, Distribution Management, Distribution Resource Planning (DRP), Financial Competence, Leadership, Lean Supply Chain Management, Operational Excellence, Order Management, Organizing, Process Optimization, Procurement Policies, Strategic Supply Chain Management, Tactical Planning, Technical Credibility, Volatility, Uncertainty, Complexity, and Ambiguity (VUCA) Readiness

 

 

The anticipated base pay range for this position is :

$150,000.00 - $258,750.00

Additional Description for Pay Transparency:

Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

This position is eligible to participate in the Company’s long-term incentive program.

Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

Vacation –120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year

Holiday pay, including Floating Holidays –13 days per calendar year

Work, Personal and Family Time - up to 40 hours per calendar year

Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child

Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year

Caregiver Leave – 80 hours in a 52-week rolling period10 days

Volunteer Leave – 32 hours per calendar year

Military Spouse Time-Off – 80 hours per calendar year

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits