MedTech Director, OTC - Business Process Owner

About the role

The Director, Order-to-Cash (OTC) Business Process Owner leads the Sales Order Management process and business design across Hospital Medical Devices (HMD) platforms, the 1MD OTC platform. This exciting and strategic role defines strategy and a multi-year roadmap to advance the end-to-end customer experience across all order channels and multiple HMD franchises (ETHICON, CSS).

Responsibilities

• Lead HMD NA end-to-end Sales Order Management process strategy and roadmap, ensuring alignment to franchise objectives (ETHICON, CSS) and regional Deliver priorities.
• Lead platform continuous improvements; driving adoption to and define target operating model.
• Translate business requirements into solution designs and acceptance criteria; ensure robust testing, rollout, and post-implementation support processes.
• Chair governance forums (steering, change control, release management) for OTC platform; ensure consistent decision-making and prioritization.
• Accountable for portfolio change requests and feature improvements, balancing business value with resource capacity and delivery risk.
• Partner closely with HMD NA Deliver, JJT, Distribution, franchise leads, IT, supply chain, master data, commercial operations, and external vendors to govern all projects, integrations, and improvements affecting order flow, fulfillment, billing, and service.
• Own the NA CSC management team and contracted resources: hiring/mentoring, resource and prioritization planning, performance management, and vendor oversight.
• Define, track, and report OTC performance metrics (e.g., order cycle time, order accuracy, order-to-cash lead time, on-time-in-full, dispute/resolution time, customer CSAT/NPS) and lead initiatives to improve critical metrics.
• Ensure compliance with regulatory, audit, privacy, and internal control requirements across ordering, invoicing, and customer data processes.
• Create and maintain clear process documentation, runbooks, SLAs, and training materials for internal teams and partners.

Qualifications

• A minimum of a Bachelor’s degree and/or equivalent University degree is required; An advanced degree is preferred.
• Ten (10) years of relevant professional experience.
• Multifaceted experience in order-to-cash, sales operations, customer service operations, or supply chain, preferably in medical devices, healthcare, or life sciences.
• People leadership running regional or multi-functional teams and external contractors.
• Demonstrated experience leading order management/business process design and platform implementations (order management systems, OMS/ERP/CRM integrations).
• Strong partner management and governance experience across commercial, IT, distribution, and franchise organizations.
• Knowledge of SAP Sales Order management.
• Technical fluency with integrations (EDI, APIs), enterprise ERPs (e.g., SAP), OMS, and CRM platforms (e.g., Salesforce) or equivalent systems.
• Superb communication skills with the ability to translate complex technical issues into business decisions.
• Creative problem-solving and analytical reasoning skills.
• Consistent track record of driving process improvement and delivering measurable operational improvements.

Preferred Qualifications

• Relevant certifications (FPX, Lean/Six Sigma).
• Prior experience with J&J platforms, HMD business processes, or healthcare customer-facing systems.
• Experience governing multi-franchise programs and complex product portfolios.
• Familiarity with regulatory requirements relevant to medical device commerce and data privacy.