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: **
Non-Technical Customer Service
Job Category:
People Leader
All Job Posting Locations:
Bogotá, Distrito Capital, Colombia
Job Description:
At Johnson & Johnson, we are evolving Customer Service into a data-driven, intelligent, and digitally-enabled capability that plays a critical role in delivering value to our customers and patients.
We are looking for a Digital Capabilities Senior Lead to drive this transformation in LATAM—building and scaling the digital engine behind Customer Service, leveraging automation, data, analytics, and AI to unlock smarter, faster, and more scalable operations.
This is a unique opportunity to operate at the intersection of business, operations, and technology, leading high-impact initiatives that redefine how Customer Service creates value.
Key Responsibilities:
Own and Scale Digital Capabilities
Lead the definition and execution of the Digital Capabilities strategy and roadmap for Customer Service LATAM
Establish and evolve a capability ecosystem across automation, AI, analytics, and digital workflows.
Drive the transition from isolated initiatives to scalable, enterprise capabilities
Act as a Product & Capability Owner
Translate business needs into impactful digital products and solutions
Manage and prioritize a digital backlog and portfolio aligned to business value
Apply product thinking (user-centric design, rapid iteration, value-driven delivery)
Drive AI, Data & Automation Solutions
Design and implement solutions leveraging AI/GenAI, advanced analytics, and automation
Partner with IT, Digital, and external partners to deliver production-grade, scalable platforms
Enable predictive and insight-driven decision-making across Customer Service to identify and mitigate operational risks by reducing manual processes and improving data accuracy and process resilience.
Lead Cross-Functional Transformation
Collaborate with stakeholders across Customer Service, Deliver, IT, Digital, and Global teams
Influence and align leadership around digital priorities and opportunities
Act as a strategic advisor on digital transformation and innovation
Enable Business Impact at Scale
Embed digital capabilities into Operational Excellence and Customer Collaboration
Ensure measurable outcomes across efficiency, quality, service performance, and experience
Drive sustainable adoption, not just implementation
Qualifications
Education:
Bachelor’s Degree required, preferably in Supply Chain/ Operations Management/ Computer Science / Engineering / Statistics.
Formal education or demonstrated experience in Artificial Intelligence, Advanced Analytics, or Digital Technologies is highly preferred.
Knowledge of project management and communications skills to lead by influence.
Qualifications & Experience
Strong experience in Digital Transformation, Product Management, or Technology Leadership roles
Proven track record delivering digital, automation, or AI-driven solutions in complex organizations
Experience working at the intersection of business and technology
Knowledge of data analytics, automation (RPA), AI/GenAI, and digital platforms
Strong stakeholder management and cross-functional leadership skills
Experience managing roadmaps, backlogs, and digital portfolios
Ability to translate business needs into technical solutions and value outcomes
Leadership Profile
Strategic thinker with strong business and digital acumen
Ability to operate at both strategic and execution levels
Influential leader, capable of driving alignment across multiple stakeholders
Results-oriented, with strong focus on value delivery and outcomes
Innovative mindset with a strong focus on continuous improvement and scalability
Preferred:
Experience working with business intelligence tools/software to analyze data of BI tools environment [Power BI, Tableau, QlikView, Python language]
Experience working with SAP, Salesforce, Genesys, AI and Technology tools.
Other:
- Fluency in English. Portuguese proficiency is as plus.
**Required Skills: **
Preferred Skills:
Analytical Reasoning, Coaching, Communication, Continuous Improvement, Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Omni-Channel Support, Service Request Management, Team Management