Manager, Digital Medical Strategy

Janssen Scientific Affairs, LLC is hiring a Manager, Digital Medical Strategy for its Scientific Exchange Solutions group. The position is based out of Titusville, NJ. At the Janssen Pharmaceutical Companies of Johnson & Johnson, what matters most is helping people live full and healthy lives. We focus on treating, curing and preventing some of the most devastating and complex diseases of our time. And we pursue the most promising science, wherever it might be found. Janssen Scientific Affairs, L.L.C is dedicated to providing medical information and consultative support to the Janssen pharmaceutical companies. We are Janssen. Our mission drives us. Our patients inspire us. We collaborate with the world for the health of everyone in it. If you have the talent and desire to touch the world, Johnson & Johnson has the career opportunities to help make it happen. Johnson & Johnson is an Affirmative Action and 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, or protected veteran status and will not be discriminated against on the basis of disability. The Manager Digital Medical Strategy will be responsible to lead the development of digital channel strategies to optimize online digital engagement, including the contact center case management solution, with a focus on providing a premier digital customer experience to all Janssen Scientific and Medical Affairs customer segments. The digital channel strategy includes applying the variety of available digital engagement channels, such as live chat, instant messaging, virtual immersive engagement, artificial intelligence/chat bots and virtual assistants, social media, etc., and supports seamless customer engagement across the variety of customer touchpoints used by Scientific and Medical Affairs. The role is responsible for defining and implementing the requisite business processes, solutions, and capabilities to drive the digital channel strategy for medical. Responsibilities include and are not limited to: researching, evaluating, and recommending digital channel capabilities to strengthen and advance the strategic digital channel roadmap. The role will work collaboratively with the Associate Director, Customer Connections, and others across Scientific and Medical Affairs to drive the medical channel strategy. A thorough understanding of how to map existing business processes and develop new, innovative solutions processes in support of the digital channel transformation is required. Responsibilities: Leads Program/Project Management of digital channel solution projects Identifies the business processes/touchpoints where digital channels will advance customer engagement and defines the requirements/business use cases that need to be adapted/defined to drive digital channel advancement Identifies and shapes innovative channel capabilities to improve customer engagement and drive the digital channel strategy Collaborates with cross-functional partners in Scientific and Medical Affairs seeking to ensure seamless, cross-functional customer interactions across the digital channel customer experience Works with partners in the Contact Center(s) to advance the Contact Center service model to a more advanced digital, online model ensuring seamless channel connections and a premier customer engagement experience Stays abreast of innovative digital channel technology and trends which would improve the overall effectiveness of the digital channel strategy Manages the channel solutions as the Business Product Owner (including the contact center telephony and case management system , and the digital channels) Is an escalation point for IT and vendors to resolve systems and applications issues, working with the AD and Lead Analyst Customer Connections. Ensures compliance with current regulatory and healthcare compliance guidelines. Qualifications Bachelor’s degree is required. Bachelor’s and/or Master’s degree in Computer Science or Equivalent in the Healthcare Field is preferred A minimum of 6 years demonstrated experience with digital solutions and capabilities (web and digital channels) is required Experience with project management of large-scale programs with multi-platform integration is required Demonstrated experience in mapping as-is and to-be business processes in support of new or changing solutions (upgrades or new features) is required Excellent oral, written and presentation skills with ability to write communications for a variety of audiences is required Demonstrated ability to build strong, collaborative partnerships with all levels across the organization is required Demonstrated understanding of regulatory and health care compliance guidelines with regards to systems is preferred Primary Location United States-New Jersey-Titusville-1125 Trenton Harbourton Road Organization Janssen Scientific Affairs, LLC (6120) Job Function R&D Requisition ID 2206051828W