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: 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 is recruiting for an Technical Escalation Manager within the Technical Support team, located Remotely (must reside in east coast of US). About Surgery 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 https://www.jnj.com/medtech The Escalation Manager is responsible for managing and ensuring the timely resolution of all Technical Support critical issue cases for Robotic & Digital Solutions commercially available medical capital system products. This role coordinates cross-functional resources (e.g. engineering, quality, regulatory, clinical, service operations, etc.) to drive timely analysis, corrective action plans, and customer communication while ensuring compliance with applicable medical device regulations and company quality systems. This person is passionate about the customer and makes decisions with that as a priority. The Escalation Manager acts as a top level expert for the Technical Support team as an individual contributor who is a developing subject matter expert, who works independently with minimal supervision. Consults on projects, programs, and processes that span multiple related areas in support of the organization's overall customer support strategy. Enforces in-depth knowledge of the technical support field to install best of class policies, procedures, and plans for the area. Key Responsibilities: - Demonstrating outstanding customer support and maintaining knowledge of applicable J&J MedTech products and services within Ottava Service Solutions. - Own and manage high-severity and time-sensitive customer technical critical issues from through the critical issue process to final resolution. - Triage incoming critical issues, determine priority and impact, and activate an appropriate cross-functional response team. - Drive structured analysis, action planning, and coordinate corrective maintenance with internal and field based teams. - Ensure critical issue cases are documented in the support and quality systems according to internal procedures and regulatory requirements (e.g., complaint handling, service activity, etc.). - Maintain clear, timely, and empathetic communication with customers, field service, distributors, and internal customers regarding status, risks, and remediation plans. - Track and report critical issue metrics and trends (e.g., time-to-response, time-to-resolution, repeat incidents) and present findings to leadership. - Develop and maintain critical issue playbooks, runbooks, and knowledge base articles to improve response consistency and speed. - Provide coaching and guidance to Tier 1 and Tier 2 support teams on critical issue identification, de-escalation tactics, and technical troubleshooting. - Support post-incident reviews, lessons-learned sessions, and implementation verification for corrective actions. - Participation in audit and compliance review processes as needed - Acting as a product specialist for a minimum of one product line and may participate in business partner and customer training activities where the technical expertise of a technical support engineer is required - Handling complex customer technical inquiries through phone, email, and/or other appropriate communications; providing call center support. - Applying core knowledge skills such as basic electronics, troubleshooting technology and capital equipment, etc. and provide the appropriate course of action. - Ensuring 24/7 support for customers who require immediate access to a technical support professional to resolve product and procedure issues for capital products by participating in weekend and off-hours emergency on-call support - Ability to apply troubleshooting concepts to new situations - Focusing on the coordination, facilitation, and dissemination of information regarding assigned J&J product lines and related field activity as new products are supported within Ottava Service Solutions. - Positively managing assigned projects towards required business outcomes. - Collection and reporting of metrics related to call handling and performance - Responsible for maintaining and updating relevant quality system policies and procedures Qualifications Education: - Bachelor's Degree in Electronics Engineering, Mechanical Engineering, Software Engineering, Biomedical Engineering or related field. Experience and Skills: Required: - A minimum of 6 years of work experience in Technical Support, Field Service, Product Support, or advanced Customer Support of a medical device capital equipment. - Technical troubleshooting skills. - Clear and concise written and verbal communication skills. - Excellent customer support/customer focus. - Projects behaviors that are consistent with the Credo and Standards of Leadership. - Experience working with medical devices. - Meticulous - Flexible / adaptable - Effectively handles work and time to produce desired outcomes (time management) - Prioritizing - complex and contending priorities to achieve required outcomes - Resolves customer issues and appropriate course(s) of action - Decision-making skills - Critical thinking / problem-solving skills - Teammate who is also a strong individual contributor - Teamwork skills leading to positive business outcomes - Accepts responsibility for personal and professional growth - Assesses and improves internal processes by contributing recommendations for continuous improvement - Coordinates with peers and positively addresses conflicts - Effective and supportive communication with customers during complaint resolution or crisis situations - Knowledgeable of Medical Device Regulations, Laboratory Instrumentation Regulations, or similar environment in compliance to ISO 13485 and 21 CFR 820 - Up to 10% travel anticipated Preferred: - ERP and CRM application experience - Programming languages experience - In-depth knowledge of products and services provided by the J&J companies 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. 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 The anticipated base pay range for this position is : $118,000.00 - $203,550.00 Additional Description for Pay Transparency: 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 Colorado –48 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 Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year Caregiver Leave – 80 hours in a 52-week rolling period10 days Volunteer Leave – 32 hours per calendar year Military Spouse Time-Off – 80 hours per calendar year For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits

What you can expect Zoom Online Business seeks a Lifecycle CRM & Marketing Sr. Manager to drive customer engagement, retention, and growth through a unified CRM and lifecycle strategy. This role merges CRM strategy, lifecycle marketing, automation, and data-driven personalization to enhance customer interactions across various channels. The ideal professional has expertise in CRM and lifecycle marketing, designing scalable engagement programs via email, SMS, push notifications, in-app messaging, and product experiences. Collaboration with Product, Technology, and Data teams is essential to align objectives with impactful CRM initiatives. This role also focuses on advancing tools and capabilities to deliver personalized, data-driven customer experiences. About the Team The Online Marketing and Retention team owns the end-to-end customer lifecycle for Zoom’s self-serve and ecommerce motions. We partner closely with Product, Data Science, Analytics, Ecommerce, and Finance to drive scalable growth across activation, expansion, retention, and resubscription grounded in product signals, experimentation, and strong measurement. Responsibilities - Owning and evolving the end-to-end lifecycle CRM roadmap, identifying opportunities to optimize engagement, automation, and segmentation across the full customer journey - Designing and launching full-funnel lifecycle programs across email, SMS, push, in-app, and in-product channels, applying advanced personalization and cross-channel orchestration - Partnering with Product, Data Science, Finance, and Growth teams to translate business objectives into lifecycle strategies that deliver measurable activation, retention, and customer growth - Leading experimentation and continuous optimization through A/B testing and cohort analysis, turning behavioral signals into improved engagement and retention outcomes - Advancing the marketing technology ecosystem — ensuring CRM, CDP, and automation tools operate seamlessly to enable scalable, insight-driven lifecycle marketing What we’re looking for - Bring 13+ years of experience in CRM, lifecycle marketing, or customer engagement strategy, with demonstrated outcomes in activation, retention, or growth. - Design and execute end-to-end cross-channel lifecycle programs (email, SMS, push, in-app, in- product) using advanced segmentation, personalization, and automation. - Leverage CRM and marketing automation tools (e.g., Salesforce Marketing Cloud, Braze, HubSpot) and Customer Data Platforms (e.g., Data Cloud, Hightouch) to develop lifecycle programs. - Apply knowledge of data privacy and compliance frameworks (GDPR, CAN-SPAM, CCPA/CPRA), including consent management and privacy-first marketing practices. - Translate lifecycle data and behavioral signals into actionable programs with measurable impact on engagement, retention, and business growth. - Influence and align cross-functional stakeholders — including Product, Finance, and Data teams — to deliver integrated lifecycle outcomes. - Draw on experience in SaaS, subscription, or product-led growth environments, using product usage signals to inform and enhance lifecycle strategy. - Demonstrate familiarity with global lifecycle program scaling, including mobile channel optimization and multi-market execution. Salary Range or On Target Earnings: Minimum: $126.500,00 Maximum: $276.700,00 In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value. Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. We also have a location based compensation structure; there may be a different range for candidates in this and other locations At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application! Anticipated Position Close Date: 04/22/26 Ways of Working Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting. Benefits As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information. About Us Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment. Our Commitment​ At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step. If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed. #LI-Remote

• Serve as the strategic advisor for assigned clients, guiding them through deeper product adoption and long-term journey planning. • Understand client business objectives, operational workflows, and compliance needs to drive meaningful outcomes aligned with PACE standards. • Lead conversations around performance trends, operational opportunities, and areas where Intus Care can further support impact. • Develop and maintain tailored success plans that ensure the platform is used to its fullest potential. • Lead advanced enablement and best practice sessions across CareHub, IRIS, analytics solutions, and operational workflows. • Support clients through change management, workflow optimization, and ongoing system utilization. • Identify adoption risks early and proactively develop plans to improve engagement and long-term retention. • Conduct regular executive-level business reviews, usage assessments, and operational health checks. • Analyze usage data and platform trends to identify opportunities for increased adoption or workflow refinement. • Present actionable insights and recommendations that support improved efficiency, compliance, and participant outcomes. • Act as a high-level voice of the client internally, influencing product enhancements and roadmap prioritization. • Collaborate closely with Product, Engineering, Implementation, Training, and Support to address client needs and ensure cohesive communication. • Mentor Client Success Managers by sharing best practices, leading internal knowledge sessions, and supporting difficult client scenarios. • Contribute to onboarding of new hires and development of scalable client success processes. • Model excellence in client communication, ownership, and critical thinking. • Contribute to the development of client-facing resources, playbooks, best practice guides, and training materials. • Identify opportunities to refine internal processes that improve efficiency and elevate the client experience. • Lead or co-lead internal initiatives that strengthen the Client Success organization.

Job Description The Partner Ecosystem Programs & Success Manager will sit within the Global Partner Ecosystem team and play a critical role in driving operational excellence across our partner strategy. This role is responsible for designing, scaling, and optimising global partner programs, processes, and performance benchmarks. You will ensure consistency, efficiency, and measurable impact across regions and partner types, supporting the full partner lifecycle from onboarding through to revenue generation. You will work cross-functionally with teams including RevOps, Partner Marketing, Partner Service Delivery, and Partner Managers to align global go-to-market (GTM) partner motions and improve overall partner productivity and outcomes. Job Requirements - Solid experience in Partner Success, Partner Programs, Onboarding, or similar roles - Proven experience designing and scaling global partner programs - Deep understanding of the end-to-end partner lifecycle (recruitment, onboarding, enablement, delivery, revenue, etc.) - Experience working within complex, matrixed, global organisations - Strong understanding of global partnership operational best practices - Highly methodical and process-oriented mindset - Excellent organisational and communication skills - UK-based, within commuting distance of central London Job Responsibilities - Partner Programs & Operations - Own global partner onboarding, enablement, program design, and operational processes - Design and launch scalable global partner programs across all GTM partner types - Define and evolve partner program frameworks to support scale, quality, and performance - Establish governance models, benchmarks, and KPIs across the full partner lifecycle - Cross-Functional Alignment - Collaborate closely with RevOps, Partner Marketing, Partner Service Delivery, and Partner Managers - Ensure alignment and operational consistency across all GTM partner motions - Identify inefficiencies and lead initiatives to improve partner productivity and outcomes - Performance & Optimization - Track partner performance against defined benchmarks and SLAs - Report on adherence to onboarding, enablement, delivery, and sales benchmarks - Drive continuous improvement through data-driven insights and operational best practices - Ensure programs support both short-term execution and long-term scalability - Maintain operational rigor and continuously optimise processes across the partner lifecycle Benefits HiBob is a village filled with amazing people and we're especially proud of that. It's a place where Bobbers can be themselves. We're about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you'll receive competitive compensation, benefits, and pre-IPO equity alongside all of this: - Company share options plan - every employee can eventually become a shareHolder - Cash allowance for health insurance - Annual vision allowance - Annual Headspace subscription and wellness benefits - Travel support (cycle scheme and season ticket loans) - Hybrid working from day 1 - Work from home allowance - to get your home office set up! - Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment) - Bob balance days - Enjoy a company-wide long weekend at the beginning of each quarter - 2 Social Impact days per year for volunteering - Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme - Pension scheme auto-enrolment from day 1 - Fun company and team social events (locally and virtually with our global teams) - We love birthdays - take the day off and receive a special gift - If this sounds like something you've been looking for, we'd love to have you. Come on, join our village! ***Learn about HiBob's hybrid working model ***BELONGING AT HIBOB Our success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we're committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).Please contact us if you'd like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email hiring@hibob.io or speak to the recruiter when they arrange a call with you. We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.