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About the Role

Johnson & Johnson is dedicated to improving health through healthcare innovation. This role focuses on developing and executing customer solutions strategies to enhance the customer experience and operational efficiency within the MedTech Japan business.

Responsibilities

• Develop and execute the Japan Customer Solutions strategy and roadmap.
• Translate customer, Commercial, and operational needs into scalable service models.
• Own the governance for the Customer Solutions portfolio.
• Define service principles and ways of working.
• Lead the Japan deployment and adoption of global customer-facing applications.
• Act as the accountable business owner for local requirements and process fit-gap assessment.
• Partner with global product owners, regional teams, and IT to advocate for Japan requirements.
• Design, document, and maintain end-to-end processes, roles, and controls.
• Ensure new solutions are supported by effective change management and training.
• Provide leadership for reliable and compliant customer service operations.
• Establish and monitor service KPIs, dashboards, and operating reviews.
• Use data, customer feedback, and root-cause analysis to identify systemic issues and drive improvements.
• Ensure operational readiness for product launches and business continuity events.
• Maintain appropriate internal controls and ensure adherence to company policies and regulations.
• Partner with Commercial to identify strategic accounts and improvement opportunities.
• Build trusted working relationships with customer logistics leaders.
• Analyze the current-state E2E flow and develop improvement proposals.
• Present recommendations and business cases for improvement actions.
• Run regular governance with Commercial, internal functions, and customers.
• Apply customer insights across the broader Customer Solutions roadmap.
• Lead cross-functional initiatives involving various departments and partners.
• Influence stakeholders through customer insights, process knowledge, and data.
• Communicate progress, risks, and decisions concisely and transparently.
• Champion simplification, standardization, digitalization, automation, and continuous improvement.
• Lead, coach, and develop a team, setting clear objectives and performance standards.
• Conduct regular coaching, development, and career conversations.
• Build team capability in customer experience, process design, and project management.
• Create an inclusive, accountable, and collaborative team environment.
• Plan team capacity and capabilities to support operations and transformation priorities.

Requirements

• Accountable business owner for local requirements, process fit-gap assessment, design decisions, testing readiness, data and user readiness, cutover, stabilization and sustained adoption.
• Partner with global product owners, regional teams and IT to advocate for critical Japan requirements while maximizing standardization and global solution adoption.
• Ensure new solutions are supported by effective change management, training, communications, standard work, performance measures and post-implementation improvement.
• Use data, customer feedback and root-cause analysis to identify systemic issues, prioritize improvements and drive corrective and preventive actions.
• Ensure operational readiness for product launches, portfolio changes, seasonal or demand peaks, system releases and business continuity events.
• Maintain appropriate internal controls and ensure adherence to company policies, quality requirements, privacy expectations and relevant local regulations.
• Build 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.
• Analyze the current-state E2E flow, pain points, handoffs, service failures, inventory or delivery constraints, and jointly develop practical improvement proposals.
• Present recommendations and business cases, obtain customer and internal agreement on actions, responsibilities, milestones and success measures, and lead disciplined implementation.
• Run regular governance with Commercial, internal functions and customers to track commitments, resolve barriers, demonstrate outcomes and identify the next wave of value opportunities.
• Apply customer insights across the broader Customer Solutions roadmap so that learning from key accounts improves standard processes and service models.
• Influence stakeholders through customer insights, process knowledge, data and clear recommendations, including when priorities or requirements differ across functions.
• Communicate progress, risks, decisions, customer impact and required leadership support in a concise and transparent manner.
• Champion simplification, standardization, digitalization, automation and continuous improvement across the customer service value stream.
• Lead, coach and develop a team of four, setting clear objectives, role expectations and performance standards aligned with business priorities.
• Conduct regular coaching, development and career conversations, provide timely feedback, recognize contribution and address performance gaps appropriately.
• Build team capability in customer experience, process design, application deployment, project management, problem solving, analytics, stakeholder management and change leadership.
• Create an inclusive, accountable and collaborative team environment, strengthen succession plans and develop future leaders and subject-matter experts.
• Plan team capacity and capabilities to support both stable operations and transformation priorities.

Skills

• Consulting
• 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

Location

• Chiyoda, Tokyo, Japan

Work Type

• Full-time

About the Company

• 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.