Connectivity Operations Manager- Customer Success - Santa Clara

This job is with Johnson & Johnson, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. · Please do not contact the recruiter directly. · At Johnson & Johnson, we believe health is everything. Our strength in healthcare ...

Job description

This job is with Johnson & Johnson, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

Please do not contact the recruiter directly.

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 .

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

Technical Customer Service

Job Category

Professional


All Job Posting Locations:
Santa Clara, California, United States of America

Job Description

Johnson & Johnson's Family of Companies is recruiting for a Connectivity Operations Manager, Customer Success within our Robotics & Digital Solutions organization.

The preferred location for this role is Santa Clara,CA. Remote work may be considered on a case by case basis within the United States.

Fueled by innovation at the intersection of biology and technology, we're developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of surgery? Ready to join a team that's reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world.

Your contributions will help effectively treat some of the world's most prevalent conditions such as obesity, cardiovascular disease and cancer.

Patients are waiting.

Your unique talents will help patients on their journey to wellness. Learn more at

We are seeking an experienced Connectivity Program Lead to own and orchestrate our connectivity model across hospital customers.

This role provides senior leadership for integrating, configuring, and maintaining secure, reliable connectivity between medical and non-medical devices, hospital networks, and cloud platforms.

The Connectivity Program Lead serves as the primary point of contact for hospital IT and internal teams, ensuring our installed base is connected, monitored, and performant to enable safe, efficient clinical and operational workflows.

Key Responsibilities

Connectivity Strategy & Model Ownership
Define and own the standard connectivity model for our platforms across hospitals and regions.

Translate business and clinical requirements into network and connectivity architectures covering medical and non-medical devices, on-prem systems, and cloud services.

Establish connectivity readiness criteria for new sites and new product launches.
Network Design, Integration & Deployment

Partner with hospital IT, biomedical engineering, and clinical informatics to design and validate network configurations (IP, VLANs, VPNs, firewall rules, routing, QoS, wireless, etc.).

Ensure secure integration of devices and applications into hospital networks and identity management frameworks.
Oversee complex multi-modality deployments (e.g., multiple surgical platforms, simulators, and digital tools in the same network).
Connectivity Operations & Escalation Leadership
Act as the senior escalation point for persistent or high-impact connectivity issues impacting clinical or business workflows.
Lead root-cause analysis and corrective action plans across internal teams, hospital IT, and vendors.

Define and maintain clear runbooks for field service, support, and partners to restore connectivity and "reachability" when performance drops below target.

Security, Compliance & Risk Management
Ensure connectivity designs and implementations comply with hospital cybersecurity policies, data protection regulations, and internal security standards.
Review and interpret security assessments, penetration test results, and MDS2 / technical documentation, translating them into practical deployment controls.
Partner with internal cybersecurity teams to manage vulnerabilities, certificates, and secure remote access approaches.
Monitoring, Analytics & Continuous Improvement
Define and implement monitoring standards (dashboards, alerts, KPIs) for device and network connectivity, end-to-end.
Track and report performance metrics such as connectivity uptime, data transfer success, and issue resolution times.
Identify systemic issues and drive continuous improvement initiatives across the installed base.
Cross-Functional & Vendor Leadership

Coordinate across Product, Service, Digital / IT, and Commercial teams to align connectivity requirements with product roadmaps and service models.

Manage relationships with third-party vendors and ensure their solutions and services integrate into our standard model.
Provide clear guidance and training to internal teams on connectivity standards, patterns, and best practices.
Documentation, Governance & Enablement
Own and maintain connectivity playbooks, reference architectures, and site readiness checklists.
Contribute to customer-facing and internal governance forums with concise, executive-ready updates on connectivity risks, readiness, and performance.
Coach and mentor connectivity specialists and field teams; help shape future hiring profiles and capability build-out.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Biomedical Engineering, or related field; Master's degree preferred. Equivalent experience in lieu of a degree may be considered.

6+ years of experience in healthcare IT, hospital networking, or medical device integration, including significant time working directly with hospital IT organizations.

Demonstrated expertise in designing and troubleshooting complex network environments (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls, wireless, TLS/handshakes).

Experience integrating both medical and non-medical devices with hospital EMR, PACS, LIS, and other clinical/operational systems; familiarity with HL7, DICOM, and related standards.

Proven track record leading cross-functional initiatives, influencing without direct authority, and managing external vendors or partners.
Strong understanding of cybersecurity controls in clinical environments and experience working within hospital security and compliance frameworks.

Exceptional communication and executive-level presentation skills, with the ability to translate technical issues into clear business impact and action plans.

Preferred Certifications

Cisco Certified Network Professional (CCNP) or equivalent (CCNA minimum).
CompTIA Network+ or Security+.
Certified Biomedical Equipment Technician (CBET) - a plus.
Experience with cloud platforms (e.g., AWS, Azure) and edge-to-cloud connectivity tools - a plus.

Other

The preferred location for this role is Santa Clara,CA. and may require up to 25% travel (International and Domestic)
Remote Work may be considered on a case-by-case basis
The anticipated base pay for this role is $100,000 to $172,500
If based out of the Bay Area, CA. the anticipated base pay is $114,000 to $197,800

Join our dynamic team and play a key role in redefining surgical care globally Apply now to make a difference with Johnson & Johnson MedTech.

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 and 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 email the Employee Health Support Center (ra-) or contact AskGS to be directed to your accommodation resource.

Required Skills


Preferred Skills:
Customer Alignment, Customer Analytics, Customer Centricity, Customer Experience Management, Customer-Support, Customer Support Operations, Customer Support Trends, Emerging Technologies, Fact-Based Decision Making, Process Improvements, Service Request Management, Technical Credibility, Technologically Savvy