Team Lead - Customer Solutions Transformation | Markham, Ontario, Canada

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:

Professional

All Job Posting Locations:

Markham, Ontario, Canada

Job Description:

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.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for a Team Lead - Customer Solutions Transformation to join our J&J Customer Solutions Canada team.  This position is based in Markham, Ontario, Canada. 

Purpose:

The Customer Solutions Transformation Lead drives tactical execution and project management of transformational initiatives across Customer Service and Customer Operations. This role blends hands-on program delivery, systems ownership (ERP, EDI, e-Commerce and related platforms), and operational expertise to ensure projects deliver measurable improvements in service, compliance, automation, and cost. The role partners closely with cross-functional teams—Sales, Finance, Distribution, IT, Quality, Process Leads and third parties—to convert business needs into implemented solutions, stable operations, and sustained adoption.

You will be responsible for:

• Lead transformational projects from intake to close-out using formal project management practices (scope, schedule, budget, risk/issue management, benefits tracking) and support prioritization and portfolio reporting.

• Translate business needs into functional specifications and implementation plans; coordinate build, testing (UAT), cutover, hyper-care and post-implementation support to ensure operational readiness and minimal disruption.

• Own integrity and optimization of customer-facing systems (ERP, EDI, e-Commerce, billing engines, interfaces); lead troubleshooting, root-cause analysis and corrective actions for defects and rejections.

• Drive process improvement and automation initiatives (including Cost Improvement Projects), develop change adoption plans, training materials and knowledge networks to ensure sustained uptake.

• Manage revenue-related operational activities (billing, credit/debit memo validation, aged balances) and partner with finance to align on recognition, controls and month-end support.

• Design and maintain operational and project dashboards and produce analyses that translate data into actionable insights; communicate status, risks and recommended mitigations to stakeholders and leadership.

• Build and coach cross-functional relationships (Sales, Distribution, Finance, IT, Quality, third parties), provide escalation support for operational/system issues, and act as a trusted advisor to regional/global teams to ensure consistent, compliant execution.

Qualifications:

Required qualifications & experience

• University degree and/or equivalent experience is required.

• 5+ years combined experience across Customer Service, Customer Operations, Supply Chain or Finance, with at least 2–3 years in project/program delivery or PMO responsibilities.

• Experience working in SOX-controlled and/or GxP environments.

• Demonstrated track record delivering systems projects (ERP, EDI, order-to-cash, billing) and operational transformations.

• Strong analytical skills with ability to use data to guide decisions and measure benefits.

Technical & professional competencies

• Formal project management training/certification preferred (PMP, FPX or equivalent).

• Experience with Six Sigma / Lean / Process Excellence methodologies; certification an asset.

• High proficiency with MS Office (advanced Excel, PowerPoint, Word); familiarity with reporting/dashboard tools.

• Hands-on experience with ERP/Supply Chain modules, EDI integration, order-to-cash processes and e-commerce or equivalent platforms preferred.

• Excellent written and verbal communication; ability to present complex technical topics to business audiences.

• Strong stakeholder management, collaboration, organization and prioritization skills.

• Bias for action, results orientation and attention to detail.

• Bilingual (English/French) is an asset.

Preferred attributes

• Comfortable operating in a matrix environment and leading change without direct authority.

• Experience with billing operations, aged balance management and dispute resolution is beneficial.

• Experience driving automation initiatives and integrating business-process changes with system enhancements.

Working conditions & travel

• Hybrid working model based in Markham, ON.

• Up to 10% business travel may be required.  Occasional local travel across the GTA and minimal regional travel.

 

The expected base pay range for this position is $87,000 to $140,300 CAD.

Under current guidelines, this position is eligible for a discretionary performance bonus.

AI Usage Disclosure

The Company uses Artificial Intelligence in its assessment of applicants.

Vacancy Disclosure​

This job posting is for an existing position.

Accessibility for Ontarians with Disabilities Act

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.

#LI-JS3

#LI-hybrid

 

 

Required Skills:

 

 

Preferred Skills: