Team Lead - Customer Collaboration and Digital Customer Experience | Markham, Ontario, Canada

Johnson & JohnsonMarkham, Ontario, Canadafull timeLead
ActiveVerified 7h ago

Job 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.

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:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Markham, Ontario, Canada

Job Description:

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

We are searching for the best talent for a Team Lead - Customer Collaboration and Digital Customer Experience to join our J&J Customer Solutions Canada team. This position is based in Markham, Ontario, Canada.

Purpose:

The Team Lead – Customer Collaboration and Digital Customer Experience is responsible for leading the design, implementation, and optimization of customer-focused supply chain and digital integration solutions across the Canadian market. This role partners closely with Corporate Account Teams and key healthcare customers to identify opportunities that enhance operational efficiency, improve service levels, and strengthen strategic partnerships.

Leading a team of Digital Transformation Specialists, the Team Lead assesses end-to-end customer and JJMT supply chain processes, develops tailored collaboration strategies, and oversees the implementation of innovative solutions that align with customer needs and business objectives. The role drives technical and operational integration efforts, including process mapping, inventory optimization, fulfillment flow improvements, and cross-organizational system connectivity.

In addition, this position serves as a key relationship and change management leader, collaborating across commercial, supply chain, technology, and customer organizations to ensure successful solution adoption, deliver measurable business outcomes, and communicate the value and impact of customer collaboration initiatives.

You will be responsible for:

  • Lead a team of 2 analysts to identify, assess and implement internal/external solutions to drive improvement in the Customer Experience and Supply Chain efficiency.

  • Leads the development and execution of the Customer Solutions Digital CX strategy.

  • Partner with Customers to improve end to end order management processes related to JJMT products.

  • Assesses Customer needs and understands current state product flow by facilitating discussion among key stakeholders including the Customer, J&J Sales, Corporate Accounts and Supply Chain functions.

  • Leads analysis, development, and implementation of supply chain solutions to integrate J&J-Customer supply chains and deliver joint value across organizations.

  • Evaluates logistics & supply chain processes and business practices to develop solutions to improve service and efficiency.

  • Conducts complex supply chain analysis using multiple data sources to diagnose effectiveness of JJMT operational and transactional processes within J&J-Customer supply chain.

  • Delivers customer collaboration solutions to address supply chain costs, effectiveness and/or efficiency in the J&J Customer Supply Chain.

Qualifications:

Education:

  • University degree is required, degree in supply chain/engineering is preferred. MBA is preferred.

  • Certifications: APICS CPIM and/or CSCP, Project Management Professional (PMP), and Green/Black Belt certification in Six Sigma or LEAN are preferred.

Experience and Skills:

Required:

  • Minimum of 4-6 years progressive business experience.

  • Minimum 3 years supply chain experience (or equivalent in education).

  • Project leadership / management experience.

  • Proven success in achieving financial and service level targets related to supply chain reliability

  • Strong interpersonal and collaboration competencies.

  • Proven leadership, analytical and strategic thinking abilities are essential with previous experience in an analytical role.

  • Up to 10% business travel may be required.

Preferred:

  • Demonstrated ability to lead a team that can cultivate strong business relationships across a matrixed organization is preferred.

  • Experience in the healthcare sector, specifically Medical Technology.

  • Supply Chain, Materials Management, Logistics and/or Inventory Management experience.

  • French bilingualism.

  • Previous experience working directly with and managing Customers.

  • Experience working in a highly matrixed organization.

  • Process excellence experience, including training, certification(s) and practical experience applying Lean and Six Sigma methodologies.

  • SAP, Tableau, SQL, VBA, Cognos, Excel, and ability to quickly learn other internal and external systems.

  • Big picture thinking: looking for areas of improvement to create growth, improve financial performance and gain competitive advantage in the marketplace.

  • Results and performance driven with bias for action & sense of urgency on priorities.

  • Strong communication & presentation skills.


The expected base pay range for this position is $87,000 to $140,300 CAD.

Under current guidelines, this position is eligible for a discretionary performance bonus.

AI Usage Disclosure

The Company uses Artificial Intelligence in its assessment of applicants.

Vacancy Disclosure​

This job posting is for an existing position.

Accessibility for Ontarians with Disabilities Act

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.

#LI-JS3

#LI-hybrid

Required Skills:

Interpersonal Leadership, Project Leadership, Supply Chain

Preferred Skills:

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