{"id":3216443,"url":"https://alion.io/job/johnson-johnson-supply-chain-senior-manager-customer-solution-medtech","title":"[Supply Chain] Senior Manager Customer Solution [MedTech]","company":{"id":14152,"name":"Johnson & Johnson","domain":"jnj.com","url":"https://alion.io/company/jnj","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":175,"ghost_share":0,"stale_share":0.794,"repost_share":0,"time_to_fill_p50_days":9,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Operations","role_family":"Operations","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":93000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":4991},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false}],"status":"live","first_seen_at":"2026-08-13T00:00:00Z","employer_posted_date":"2026-08-13","last_verified_at":"2026-10-30T06:40:09Z","board_verified":true,"closed_at":null,"days_open":78,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":78},"description":"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.\nAs 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.\nJob Function:\nSales EnablementJob Sub Function:\nCustomer Success ManagementJob Category:\nProfessionalAll Job Posting Locations:\nChiyoda, Tokyo, JapanJob Description:\nKey Responsibilities\n1. Customer Solutions Strategy and Operating Model\nDevelop and execute the Japan Customer Solutions strategy and roadmap aligned with MedTech Japan business priorities and regional/global direction. \nTranslate customer, Commercial and operational needs into scalable service models, process standards, capability plans and investment priorities. \nOwn the governance for the Customer Solutions portfolio, including prioritization, decision rights, milestones, risks, benefits and stakeholder communication. \nDefine service principles and ways of working that balance customer experience, operational efficiency, compliance, cost and business continuity. \n2. Global Application Deployment and Process Design\nLead the Japan deployment and adoption of global customer-facing applications, including order intake/order management, case management and related workflow . \nAct as the accountable business owner for local requirements, process fit-gap assessment, design decisions, testing readiness, data and user readiness, cutover, stabilization and sustained adoption. \nPartner with global product owners, regional teams and IT to advocate for critical Japan requirements while maximizing standardization and global solution adoption. \nDesign, document and maintain end-to-end processes, roles, controls, escalation paths and service-level expectations across Customer Solutions and connected functions. \nEnsure new solutions are supported by effective change management, training, communications, standard work, performance measures and post-implementation improvement. \n3. Customer Service Operations and Performance\nProvide leadership for reliable and compliant customer service operations, including order processing, inquiry and case handling, issue resolution, customer communication and escalation management. \nEstablish and monitor service KPIs, dashboards and operating reviews covering quality, timeliness, productivity, customer experience, backlog, adoption and issue recurrence. \nUse data, customer feedback and root-cause analysis to identify systemic issues, prioritize improvements and drive corrective and preventive actions. \nEnsure operational readiness for product launches, portfolio changes, seasonal or demand peaks, system releases and business continuity events. \nMaintain appropriate internal controls and ensure adherence to company policies, quality requirements, privacy expectations and relevant local regulations. \n4. Key Account Management and Customer E2E Improvement\nPartner with Commercial to identify strategic accounts and improvement opportunities across the customer’s end-to-end logistics and order-to-delivery flow. \nBuild trusted working relationships with customer logistics leaders and other relevant decision-makers, serving as a senior point of contact for cross-organizational service and flow improvement. \nAnalyze the current-state E2E flow, pain points, handoffs, service failures, inventory or delivery constraints, and jointly develop practical improvement proposals. \nPresent recommendations and business cases, obtain customer and internal agreement on actions, responsibilities, milestones and success measures, and lead disciplined implementation. \nRun regular governance with Commercial, internal functions and customers to track commitments, resolve barriers, demonstrate outcomes and identify the next wave of value opportunities. \nApply customer insights across the broader Customer Solutions roadmap so that learning from key accounts improves standard processes and service models. \n5. Cross-functional Leadership and Transformation\nLead cross-functional initiatives involving Commercial, Deliver, Planning, Distribution, Transportation, Quality, Finance, IT, Procurement and regional/global partners. \nInfluence stakeholders through customer insights, process knowledge, data and clear recommendations, including when priorities or requirements differ across functions. \nCommunicate progress, risks, decisions, customer impact and required leadership support in a concise and transparent manner. \nChampion simplification, standardization, digitalization, automation and continuous improvement across the customer service value stream. \n6. People Leadership and Capability Building\nLead, coach and develop a team of four, setting clear objectives, role expectations and performance standards aligned with business priorities.\nConduct regular coaching, development and career conversations, provide timely feedback, recognize contribution and address performance gaps appropriately.\nBuild team capability in customer experience, process design, application deployment, project management, problem solving, analytics, stakeholder management and change leadership.\nCreate an inclusive, accountable and collaborative team environment, strengthen succession plans and develop future leaders and subject-matter experts.\nPlan team capacity and capabilities to support both stable operations and transformation priorities.\nRequired Skills:\nPreferred Skills:\nConsulting, Critical Thinking, Cross-Functional Collaboration, Customer Acquisition Strategy, Customer Centricity, Customer Journey Mapping, Customer Relationship Management (CRM), Customer Retentions, Customer Success Management (CSM), Fact-Based Decision Making, Mentorship, Organizing, Performance Measurement, Relationship Building, Sales Enablement, Sales Support, Technical Credibility","description_format":"text","description_chars":6409,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Japan","iso":"JP","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Supply Chain","Prescription Drugs","Surgical Instruments & Devices","Orthopedic & Spine Implants"],"lifecycle":[{"event":"open","at":"2026-10-24T22:40:49Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long 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