Manager, Bus Systems Enablement

Responsibilities

• Support the strategy and roadmap development for omnichannel service products, including Genesys and ServiceNow case management platforms
• Define, prioritize, and validate product backlog items using user insights, analytics, and stakeholder input
• Drive execution of product roadmaps, tracking progress, risks, issues, and mitigation plans
• Translate business strategies into actionable product features, backlog priorities, and release plans
• Collaborate with cross-functional teams (design, development, business analysis, testing) to deliver end-to-end solutions
• Facilitate communication and alignment across stakeholders including Experience Center, HR, Finance, Procurement, and Technology teams
• Monitor product performance using OKRs and metrics to drive continuous improvement
• Support Voice of Customer initiatives to identify enhancement opportunities and improve service experiences
• Ensure consistent content strategy and governance in partnership with global content and knowledge management teams
• Stay current on emerging technologies (including generative AI) to enhance digital service capabilities and omnichannel experiences

Requirements

• Education:
• Bachelor's degree required in Business, Information Technology, Experience Design, or a related field
• Advanced degree (MBA or equivalent) preferred
• Experience and Skills:
• Required:
• Minimum 6+ years of experience in product management, digital product strategy, or user experience delivery
• Proven ability to deliver customer-facing digital solutions and measurable business outcomes
• Experience managing timelines, budgets, and cross-functional deliverables in complex environments
• Prior experience in Agile roles such as Product Owner, Scrum Master, or program management for software products
• Strong analytical, problem-solving, and data-driven decision-making skills
• Ability to build relationships, influence stakeholders, and operate effectively in a matrixed organization
• Excellent written and verbal communication skills, with the ability to engage across all organizational levels
• P referred:
• Experience with service management platforms such as ServiceNow and Genesys
• Experience working within large global organizations and driving change across complex stakeholder groups
• Certification such as Certified Customer Experience Professional (CCXP)
• Familiarity with UX design practices (e.g., wireframing, information architecture)
• Knowledge of omnichannel service delivery and agent experience technologies
• Experience leveraging analytics and digital metrics to optimize customer experience outcomes
• Other:
• Language: Fluent in English required
• Travel: Up to 10-15% international travel may be required
• Certifications: Agile (Scrum/Product Owner) or ServiceNow certifications preferred
• For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com .

Benefits

Additional Information

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: Strategy & Corporate Development Job Sub Function: Digital Strategy & Deployment Job Category: Professional All Job Posting Locations: Taguig, National Capital Region (Manila), Philippines Job Description: DePuy Synthes is recruiting for a(n) Manager, Business Systems Enablement, located in Manila. The Manager, Business Systems Enablement plays a key role in advancing service excellence through digital product enablement within Global Services. This role drives the delivery of scalable, cross-functional capabilities that enhance customer and agent experiences. As a product leader, you will shape omnichannel service solutions, partner across functions, and help enable next-generation service delivery powered by data, analytics, and emerging technologies.

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