Associate Director, Customer Master – Commercial Business Owner

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

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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

• →Own the Commercial business strategy for customer and account master data, ensuring it supports sales, marketing, sales operations, account management, and commercial analytics priorities.
• →Connect needs across Commercial functions, identify dependencies and downstream impacts, and align stakeholders on shared customer definitions, account hierarchies, affiliations, and business processes.
• →Define the business requirements and acceptance criteria for a single, trusted view of customers and accounts; partner with IT and data teams on solution options without owning technical design or development.
• →Assess how customer and account changes affect Commercial workflows, including customer relationship management (CRM), targeting, account planning, and reporting; align business priorities and readiness across impacted teams.
• →Own business governance and decision-making for customer and account data, including standards, appropriate use, change approvals, and resolution of competing functional needs.

• Lead business oversight of customer master operations and outsourced stewardship; define and approve business policies for customer identification, duplicate resolution, and authoritative sources, with technical implementation owned by IT and delivery partners.
• Track service performance, business risks, and improvement priorities; communicate decisions, progress, and business value to Commercial stakeholders and leadership.
• Agree on business-relevant data quality expectations with functional owners and establish clear accountability, documented processes, and controls for ongoing maintenance and appropriate use.
• Oversee data change requests (DCRs), prioritize resolution based on Commercial impact, and ensure affected teams understand decisions and downstream implications.
• Partner with business users, data stewards, IT, and vendors to identify root causes of recurring customer and account issues and drive sustainable process improvements.

• Define the business vision, goals, roadmap, and value measures for the Account Data Product, aligned with Commercial priorities.
• Identify and prioritize cross-functional use cases, balancing business value, urgency, dependencies, and the needs of multiple Commercial teams.
• Drive business readiness, stakeholder communications, and adoption; track usage, user feedback, and realized business value.
• Translate Commercial needs into clear business requirements and acceptance criteria; align business users and IT on priorities and validate that delivered capabilities meet business needs.

• BA/BS undergraduate degree or equivalent in Business, Technology, Analytics or Health Sciences is required. A master’s degree or equivalent experience is an asset.

• 7+ years of experience within the pharmaceutical or life sciences industry, including substantial experience in Commercial functional roles such as sales operations, commercial operations, marketing operations, account management, commercial excellence, or commercial analytics with direct business process ownership. Technical delivery experience alone does not meet this requirement.
• Working knowledge of pharmaceutical customer and account data and how Commercial teams use it, including HCO hierarchies, HCP affiliations, and syndicated or secondary data. Ability to assess the business relevance, quality, and limitations of sources such as IQVIA, Veeva, Definitive Healthcare, American Hospital Association (AHA), American Medical Association (AMA), or MedPro.
• Strong business analysis and decision-making skills, including the ability to interpret data quality and service measures, assess business impact, and communicate ecommendations using PowerPoint, Excel, and Word. Hands-on coding, data engineering, and technical infrastructure expertise are not required.
• Demonstrated ownership of cross-functional Commercial initiatives, including aligning stakeholders, setting priorities, resolving trade-offs, and driving adoption and measurable business outcomes.
• Ability to connect the dots across Commercial functions and explain how customer and account decisions affect upstream and downstream processes, teams, and therapeutic areas.
• Experience translating business needs into requirements, business rules, and acceptance criteria, and partnering effectively with IT and data teams.
• Strong written and verbal communication skills, including the ability to explain complex customer and account issues in business terms and influence stakeholders without direct authority.
• Strong customer focus and relationship-building skills, with experience facilitating decisions across functions with different priorities and resolving business issues collaboratively.
• Experience managing vendor or outsourced service relationships, including setting business expectations, monitoring service quality, and resolving escalations.

• Demonstrated interest in applying emerging capabilities, including AI, to improve Commercial processes and customer/account information, with a focus on business value and responsible use rather than technical development.

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, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

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