Director, CRM Platform, Operations & Field Adoption

What the role needs

• Data Analytics & Computational Sciences Job Sub Function:
• Titusville, New Jersey, United States of America Job Description:
• We are searching for the best talent for Director, CRM Platform, Operations & Field Adoption to be in Titusville, NJ
• Own the current CRM in steady state through decommission: availability, release management, enhancement backlog, and business continuity during the transition.
• Own the relationship with the field for the new CRM: roadmap, feature prioritization, and release planning with partners.
• Manage run-side vendor relationships with Salesforce and support partners, including service performance, license utilization, and the health of production integrations.
• Business DRI for end-to-end CRM operations: service management, incident and problem management, service levels, field help desk, and user provisioning.
• Establish operational metrics for system health, ticket trends, and user experience, and act on what they show.
• Keep territory, alignment, and roster changes flowing into CRM accurately and on time.
• Lead change management for the field and home office: change impact assessment, a field champion network, and a communications plan aligned with sales leadership.
• Work across the organization to co-own training curriculum and delivery for representatives, first-line managers, and home office users, across onboarding and each major release.
• Define and track adoption measures such as active usage, call reporting timeliness, feature uptake, and data entry quality, and close gaps with sales leadership.

From the employer

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: Data Analytics & Computational Sciences Job Sub Function: Data Science Job Category: People Leader All Job Posting Locations: Titusville, New Jersey, United States of America Job Description: We are searching for the best talent for Director, CRM Platform, Operations & Field Adoption to be in Titusville, NJ About Innovative Medicine Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way. Learn more at https://www.jnj.com/innovative-medicine Purpose: Johnson & Johnson Innovative Medicine is searching for a Director, CRM Platform, Operations & Field Adoption to serve as the business owner of the live CRM platform, CRM operations, and field adoption through the Connext transformation for our field organization. Our team turns AI into impact: AI solutions that help real patients start therapy sooner, stay on it longer, and experience care that feels personal. We move fast, think boldly, and hold ourselves to one standard - does this make things better for the patient? If you're a curious problem-solver who wants your work to save lives, develop exceptional talent, and define what AI in pharma can be, this is where you do it. You will be responsible for: The Director, CRM Platform, Operations & Field Adoption owns the live CRM and the field’s experience of it. The role keeps today’s platform running without disruption, lands the field force safely on the new CRM as the launch lead, and is the DRI for field adoption. This leader is the commercial organization’s primary partner for how CRM works day to day, from routine operations and AI-enabled capabilities to new product launches. To accomplish this, they will need the ability to inspire change with urgency while maintaining trust across a large field force while working collaboratively with sales leadership, brand, Medical Affairs, Market Access, Technology, and the peer director across the JNJ IM organization. This role reports to the Senior Director, AI Next Frontiers. Key Responsibilities: Existing CRM and platform ownership: • Own the current CRM in steady state through decommission: availability, release management, enhancement backlog, and business continuity during the transition. • Own the relationship with the field for the new CRM: roadmap, feature prioritization, and release planning with partners. • Manage run-side vendor relationships with Salesforce and support partners, including service performance, license utilization, and the health of production integrations. CRM operations: • Business DRI for end-to-end CRM operations: service management, incident and problem management, service levels, field help desk, and user provisioning. • Establish operational metrics for system health, ticket trends, and user experience, and act on what they show. • Keep territory, alignment, and roster changes flowing into CRM accurately and on time. Change management and user adoption: • Lead change management for the field and home office: change impact assessment, a field champion network, and a communications plan aligned with sales leadership. • Work across the organization to co-own training curriculum and delivery for representatives, first-line managers, and home office users, across onboarding and each major release. • Define and track adoption measures such as active usage, call reporting timeliness, feature uptake, and data entry quality, and close gaps with sales leadership. AI and Agentforce: • Lead the field-facing AI and Salesforce Agentforce agenda in CRM: prioritize use cases with sales leadership, configure and pilot agents and AI-assisted features, roll them out to the field, and track adoption and value, with the peer director contributing data readiness, process standards, and compliance and validation. New product launch support: • Ensure CRM is launch-ready for every new product and indication: product and message configuration, approved content availability, sampling setup, territory alignment, and launch-day hypercare. • Work with brand, sales operations, and medical teams early in launch planning so CRM requirements are never on the critical path. Migration • Translate how representatives actually work into Salesforce requirements, configuration, and user experience design. • Validate operational data readiness from the field’s perspective: accounts, territories, alignments, and call history. • Lead user acceptance testing with field users. • Lead cutover planning, launch, and hypercare as the launch lead, and own the field-readiness assessment that feeds the go / no-go decision. Customer alignment: • Serve as the primary CRM partner to sales leadership, field force effectiveness, brand teams, Medical Affairs field teams, and Market Access field teams on needs, priorities, and adoption. Qualifications / Requirements: • A minimum of 10 years of relevant business experience in healthcare, analytics, data science, marketing, management consulting or related field is required. • A minimum of a bachelor’s degree is required, Master degree or equivalent experience preferred. • Experience with handling budget responsibility of over $5M annually. • Experience leading relationships with sales and medical leaders. • Hands-on depth with Veeva CRM and Salesforce in a field-based commercial organization. • Demonstrated ability to lead and develop a team and to influence all levels of the organization. • Experience running a production system with service levels, support operations, and vendor partners. • Experience with embedding AI capabilities, including customer engagement next best action, in CRM. • A track record of leading large-scale change and adoption for a field force, with measurable results, is required. • Experience with CLM and approved-content delivery to a field force, including Veeva PromoMats, is preferred. • Experience on a major CRM migration, ideally Veeva to Salesforce, is preferred. • Salesforce certifications are preferred. • Hands-on practitioner of AI tools (e.g., Claude Code, Copilot Studio) in daily workflows, with concrete examples of measurable gains in delivery speed, output quality, or personal productivity. • Track record of driving field adoption - moving AI solutions beyond pilots to sustained, embedded usage by commercialization teams. • Proven influence with senior stakeholders, building alignment across functions without direct authority. • Exceptional people leadership - coaching, developing, and retaining high-performing talent. • Intellectual curiosity and adaptability - energized by learning new things and comfortable with shifting timelines and priorities. Other: This position is based in Titusville, NJ and will require up to 15% domestic travel. 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. #JNJDataScience #JNJIMCommercial-DS #LI-Hybrid Required Skills: Preferred Skills: Advanced Analytics, Budget Management, Compliance Management, Critical Thinking, Data Analysis, Data Privacy Standards, Data Quality, Data Reporting, Data Savvy, Data Science, Data Visualization, Developing Others, Digital Fluency, Inclusive Leadership, Leadership, Program Management, Strategic Thinking, Succession Planning The anticipated base pay range for this position is : The anticipated base pay range for this position is $164,000 and $282,900 USD. Additional Description for Pay Transparency: Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance. Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)). This position is eligible to participate in the Company’s long-term incentive program. Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits: Vacation –120 hours per calendar year Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year Holiday pay, including Floating Holidays –13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member Caregiver Leave – 10 days Volunteer Leave – 4 days Military Spouse Time-Off – 80 hours Additional information can be found through the link below. https://www.careers.jnj.com/employee-benefits