Customer Services Digital Capabilities Sr Leader LATAM

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