Sr. Manager, Service Sales Enablement

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.

Johnson & Johnson is recruiting for a Sr. Manager, Service Sales Enablement to join our MedTech Surgery business located at our Santa Clara, CA site with an alternate location of our Cincinnati, OH site.

#Li-Remote

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

The Sr. Manager, Service Sales Enablement & Operations is responsible for building and operating the commercial engine that supports OTTAVA service sales. This role owns the service sales operating model, CRM and system requirements, commercial workflows, forecasting methodology, KPI infrastructure, dashboards, training, onboarding, governance, and continuous improvement.

The role serves as the bridge between service portfolio strategy and field execution. Service Marketing defines what the organization sells, the value proposition, pricing strategy, and market positioning. The Sr. Manager, Service Sales Enablement & Operations defines how the organization operationalizes, tracks, enables, and scales the selling motion. The Manager, Service Sales - North America owns field execution and commercial outcomes.

1. Service Sales Operating Model and Governance

• →Design, document, and maintain the end-to-end service sales operating model, including roles, decision rights, handoffs, governance, escalation pathways, and engagement points across the customer lifecycle.

• →Establish standard operating procedures for point-of-sale support, warranty conversion, renewals, upsell, forecasting, account coordination, exception management, and customer escalation.

• →Create operating cadences, governance forums, process controls, and accountability mechanisms that promote consistent execution.

• →Continuously improve the operating model using performance results, field feedback, customer insights, and changing business requirements.

2. Systems, Data, and Commercial Workflows

• →Own business requirements and workflow alignment across CRM, installed-base records, warranty and entitlement data, quoting, contracting, invoicing, renewal tracking, and reporting.

• →Define data ownership, required fields, system handoffs, controls, and data-quality standards.

• →Partner with IT and Commercial Operations to identify gaps, prioritize enhancements, test solutions, support deployment, and drive adoption.

• →Ensure systems provide reliable visibility to installed base, warranty milestones, contract status, pipeline, renewals, customer risk, and performance.

3. Sales Enablement and Capability Building

• →Create and maintain service sales playbooks, process guides, templates, talk tracks, FAQs, competitive-use guidance, objection-handling resources, and execution tools.

• →Design onboarding, training, and certification pathways for Service Sales, capital sellers, Renewal Specialists, and Customer Success Managers.

• →Translate Service Marketing portfolio strategy, approved messaging, pricing, and customer materials into practical field execution tools and learning experiences.

• →Measure enablement adoption and effectiveness and improve content based on feedback and performance outcomes.

4. KPI, Reporting, and Forecasting Infrastructure

• →Define shared operational KPI methodology, data sources, definitions, targets, and reporting standards for the service sales organization.

• →Build dashboards and scorecards for attachment, warranty conversion, renewal timing, pipeline health, forecast accuracy, upsell, customer risk, process adoption, and data quality.

• →Establish forecasting methodology and reporting cadence while the Manager, Service Sales owns field inputs, pipeline actions, and revenue forecast accountability.

• →Analyze trends, identify root causes and opportunities, and recommend corrective actions or process improvements.

5. Commercial Process and Policy Enablement

• →Operationalize approved pricing, offer configuration, discount guardrails, approval pathways, and standardized commercial terms developed with Service Marketing, Finance, Legal, and Contracting.

• →Maintain clear documentation of commercial policies, exception processes, decision rights, and workflow requirements.

• →Improve quote-to-contract and renewal workflows to reduce cycle time, prevent revenue leakage, and strengthen compliance.

• →Ensure the sales organization consistently follows approved commercial and contracting processes.

6. Organizational Readiness and Scale

• →Define future-state capabilities, role requirements, coverage assumptions, onboarding needs, and infrastructure required to scale the service sales organization.

• →Partner with the Manager, Service Sales and Sr. Director, Service on workforce planning for future Service Sales Representatives and Renewal Specialists.

• →Create scalable onboarding, training, certification, tools, and performance-management resources for new team members.

• →Support launch readiness assessments and stage-gate decisions as the installed base and commercial organization grow.

7. Cross-Functional Leadership and Continuous Improvement

• →Coordinate commercial readiness across Service Marketing, Service Sales, Capital Sales, Customer Success, Service Operations, Commercial Operations, Finance, IT, Legal, Contracting, Quality, and Health Care Compliance.

• →Facilitate issue resolution when systems, data, process, contracting, or governance gaps could affect customers or revenue realization.

• →Consolidate field and customer feedback into prioritized process, system, and enablement improvements, while Service Marketing owns portfolio and market implications.

• →Ensure processes, materials, and workflows align with applicable quality, regulatory, privacy, legal, and Health Care Compliance requirements.

• Bachelor's degree required; advanced degree or relevant commercial, operations, systems, or learning certification preferred. 

• Minimum of 8-10+ years of progressive experience in commercial operations, sales enablement, service sales, medical devices, healthcare services, capital equipment, customer success, or a related field. 

• Experience designing operating models, systems requirements, governance, workflows, enablement programs, or commercial capabilities in an evolving or launch-stage environment. 

• Working knowledge of CRM, installed base, warranty, entitlement, quoting, contracting, invoicing, renewal, forecasting, and reporting processes. 

• Demonstrated ability to translate strategy into practical workflows, tools, training, controls, and performance measures. 

• Strong program leadership and ability to coordinate complex work across a highly matrixed organization. 

• Experience with surgical robotics, service contracts, or lifecycle revenue models preferred. 
• Ability to travel up to 20% required (global & international).

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