Manager - Business Product Owner - Digital & Analytics (Customer Experience)

Johnson & Johnson - Shepherdsville, KY

Full-time - Manager

Shepherdsville, KY

Chemical Manufacturing

About the position

The Manager - Business Product Owner - Digital & Analytics (Customer Experience) at Johnson & Johnson will enhance customer service operations within the Innovative Medicines (IM) Global Deliver team. This role focuses on utilizing advanced modeling and simulation techniques to improve key performance indicators (KPIs) related to order and case management, while also enhancing customer connectivity and experience through data-driven insights and analytics.

Responsibilities

• Define, track, and report on critical KPIs related to supply chain efficiency and effectiveness.
• Collaborate with cross-functional teams to ensure alignment on performance metrics.
• Develop insights to support root-cause-analysis and action planning.
• Foster a data-driven culture in operations.
• Develop and implement predictive models to optimize customer services.
• Conduct simulations to assess cost and capacity.
• Review customer order patterns for service optimization.
• Analyze historical data to identify trends and patterns that inform strategic decision-making.
• Deploy advanced analytics to analyze customer journey.
• Deploy Customer Journey Orchestration to improve customer experience.

Requirements

• Master's or Ph.D. in Data Science, Statistics, Computer Science, Engineering, or a related field.
• Minimum of 8 years of experience in data science or analytics roles, preferably within the pharmaceutical or logistics sectors.
• Proven track record of developing models that drive operational improvements.
• Proficiency in programming languages such as Python or R for data analysis and modeling.
• Strong experience with SQL for data manipulation and extraction.
• Familiarity with statistical analysis tools and methodologies (e.g., regression analysis, A/B testing).
• Excellent communication skills with the ability to present complex data insights to non-technical stakeholders.
• Strong problem-solving skills and the ability to work independently as well as collaboratively across teams.

Nice-to-haves

• Experience with supply chain optimization tools and techniques, specifically in the area of customer analytics.
• Knowledge of pharmaceutical regulations related to distribution and transportation.
• Familiarity with machine learning algorithms and their application in logistics.