Director, CRM Platform, Operations & Field Adoption

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:

Data Analytics & Computational Sciences

Job Sub Function:

Data Science

Job Category:

People Leader

All Job Posting Locations:

Titusville, New Jersey, United States of America

Job Description:

We are searching for the best talent for Director, CRM Platform, Operations & Field Adoption to be in Titusville, NJ

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

Purpose:

Johnson & Johnson Innovative Medicine is searching for a Director, CRM Platform, Operations & Field Adoption to serve as the business owner of the live CRM platform, CRM operations, and field adoption through the Connext transformation for our field organization.

Our team turns AI into impact: AI solutions that help real patients start therapy sooner, stay on it longer, and experience care that feels personal. We move fast, think boldly, and hold ourselves to one standard - does this make things better for the patient? If you're a curious problem-solver who wants your work to save lives, develop exceptional talent, and define what AI in pharma can be, this is where you do it.

You will be responsible for:

The Director, CRM Platform, Operations & Field Adoption owns the live CRM and the field’s experience of it. The role keeps today’s platform running without disruption, lands the field force safely on the new CRM as the launch lead, and is the DRI for field adoption. This leader is the commercial organization’s primary partner for how CRM works day to day, from routine operations and AI-enabled capabilities to new product launches.

To accomplish this, they will need the ability to inspire change with urgency while maintaining trust across a large field force while working collaboratively with sales leadership, brand, Medical Affairs, Market Access, Technology, and the peer director across the JNJ IM organization. This role reports to the Senior Director, AI Next Frontiers.

Key Responsibilities:

Existing CRM and platform ownership:

• Own the current CRM in steady state through decommission: availability, release management, enhancement backlog, and business continuity during the transition.
• Own the relationship with the field for the new CRM: roadmap, feature prioritization, and release planning with partners.
• Manage run-side vendor relationships with Salesforce and support partners, including service performance, license utilization, and the health of production integrations.

CRM operations:

• Business DRI for end-to-end CRM operations: service management, incident and problem management, service levels, field help desk, and user provisioning.
• Establish operational metrics for system health, ticket trends, and user experience, and act on what they show.
• Keep territory, alignment, and roster changes flowing into CRM accurately and on time.

Change management and user adoption:

• Lead change management for the field and home office: change impact assessment, a field champion network, and a communications plan aligned with sales leadership.
• Work across the organization to co-own training curriculum and delivery for representatives, first-line managers, and home office users, across onboarding and each major release.
• Define and track adoption measures such as active usage, call reporting timeliness, feature uptake, and data entry quality, and close gaps with sales leadership.

AI and Agentforce:

• Lead the field-facing AI and Salesforce Agentforce agenda in CRM: prioritize use cases with sales leadership, configure and pilot agents and AI-assisted features, roll them out to the field, and track adoption and value, with the peer director contributing data readiness, process standards, and compliance and validation.

New product launch support:

…