Senior Manager, BPO GCS Systems (Case Management), Global Customer Solutions, MedTech Supply Chain
São Paulo, São Paulo, Brazil · Hybrid
$122k–$213k/yr
Senior+
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Senior Manager, BPO GCS Systems (Case Management), Global Customer Solutions, MedTech Supply Chain
São Paulo, São Paulo, Brazil · Hybrid
Senior+
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Skills: Advanced Analytics, Customer Centricity, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms
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Senior Manager, BPO GCS Systems (Case Management), Global Customer Solutions, MedTech Supply Chain
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$122k–$213k/yr
Full-time
bachelor degree, postgraduate degree
Posted 28d ago
Apply by Jul 23
~40 hrs/week
Responsibilities
Lead the strategy, deployment, and continuous improvement of Global Customer Solutions systems, specifically focusing on Case Management tools like Microsoft Dynamics and Genesys. Manage the platform backlog, release cadence, and operational readiness to enhance digital capabilities and customer experiences.
Requirements
Requires a bachelor's degree and over 8 years of experience delivering platform releases and integrations in CRM or contact center environments. Must have hands-on familiarity with Microsoft Dynamics, Genesys, or similar automation platforms and experience with global rollouts.
Full 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:
Raritan, New Jersey, United States of America
Job Description:
Johnson & Johnson MedTech – Supply Chain is recruiting for a Senior Manager, BPO GCS Systems, located in the United States, or Switzerland (remote by exception).
Please note that this role is available across multiple countries and may be posted under different requisition numbers to comply with local requirements. While you are welcome to apply to any or all of the postings, we recommend focusing on the specific country(s) that align with your preferred location(s):
United States - Requisition Number: R-075436
Zug, Switzerland - Requisition Number: R-077886
Brazil - Requisition Number: R-088583
Remember, whether you apply to one or all of these requisition numbers, your applications will be considered as a single submission.
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. Learn more at https://www.jnj.com/medtech
Overview:
We’re hiring a delivery-focused systems and business process lead to operate and continually improve our Global Customer Solutions systems stack. For Case Management- (Microsoft Dynamics and Genesys), you’ll manage release cadence, integrations, pilots, and enable regional readiness so our digital and operational capabilities deliver measurable efficiency and better customer experiences.
Key responsibilities:
Own the end-to-end strategy, deployment and standards: set the roadmap, prioritize enhancements and integrations, and ensure system architecture and configurations align with global objectives and enterprise IT requirements.
Develop, maintain and enforce operational playbooks and governance—runbooks, cutover/rollback procedures, testing protocols and critical issue paths—and ensure consistent adherence to global standards across regions, partners and vendor teams.
Own the platform backlog and sprint/release cadence
Coordinate integrations, testing, cutovers and rollback plans with IT, vendors and regional teams.
Run pilots and translate pilot outcomes into scaled rollout plans.
8+ years delivering platform releases and integrations (APIs/EDI) in contact center or CRM environments.
Hands-on familiarity with Automation, Genesys, or Microsoft Dynamics (or comparable platforms).
Strong operational readiness experience and runbook/playbook creation.
Data driven orientation: experience reporting adoption, defect rates and deployment cadence.
Excellent partner coordination skills across IT, vendors and regional operations.
Preferred:
Experience running GenAI/automation, MSD, Genesys pilots and scaling automation.
Technical hands-on experience with APIs, middleware and EDI configuration.
Experience working with global partners and multi-region rollouts.
Other:
Language requirements: English required.
Travel: Approximately 10% globally.
Reporting: This role reports to Director, Global Systems & Processes. Individual contributor
Scope: Global
Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource.
Required Skills:
Preferred Skills:
Advanced Analytics, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Standard Operating Procedure (SOP), Team Management
The anticipated base pay range for this position is :
$122,000.00 - $212,750.00
Additional Description for Pay Transparency:
Related keywords
Microsoft DynamicsGenesysCRMAPIEDIBPOCase ManagementGenAIAutomationMiddlewareSOPHypercareMTTRMedTechSupply ChainPlatform Release
At Johnson & Johnson Innovative Medicine, we innovate with purpose, to lead where medicine is going. The experiences of patients around the world inform and inspire our science-based innovations, which continue to change and save lives. Applying rigorous science with compassion, we confidently address the most complex diseases of our time and develop the potential medicines of tomorrow. We are continuously working to develop treatments, aspiring to find cures, pioneering the path from lab to life, and championing patients every step of the way. https://bit.ly/3reuMvK
Health CareBiotechnologyMedicalManufacturingPharmaceutical
How many Healthcare jobs are open in São Paulo, Brazil right now?
There are currently 637 open healthcare positions in São Paulo, Brazil listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Healthcare roles in São Paulo, Brazil?
Companies currently hiring include Grupo Amil, IQVIA, Zoetis, ICON plc, Johnson & Johnson Innovative Medicine, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Healthcare jobs in São Paulo, Brazil?
Yes — 262 of the 637 open healthcare positions offer remote or hybrid work (100 remote, 162 hybrid).
How do I apply for Healthcare jobs in São Paulo, Brazil?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.
