Sr. Manager, Global Customer Service Strategy (Orthopaedics)
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AI Summary
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 ManagementJob Sub Function:
Multi-Family Customer ManagementJob Category:
People LeaderAll Job Posting Locations:
New Brunswick, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Remote (US), West Chester, Pennsylvania, United States of AmericaJob Description:
Johnson & Johnson is recruiting for a(n) Sr. Manager, Global Customer Service Strategy, located in Raynham, MA. Other possible locations include: New Brunswick, NJ, or West Chester, PA. Remote work options may be considered on a case-by-case basis and if approved by the Company.
Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes.
About Orthopaedics
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 Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech
Purpose:
The Sr. Manager, Global Customer Service Strategy plays a critical leadership role in shaping and advancing DePuy Synthes’ global customer service operating model. This position drives enterprise‑wide customer service strategy, enabling consistent, high‑quality customer experiences across regions while supporting growth, operational excellence, and digital transformation. This role partners closely with regional leaders, supply chain, commercial, and digital teams to translate strategy into scalable, measurable outcomes that improve customer satisfaction and business performance.
Key Responsibilities
Lead the development and execution of global customer service strategy aligned with DePuy Synthes business objectives and customer experience goals.
Define and standardize global customer service processes, operating models, and performance metrics across regions.
Partner with regional and functional leaders to drive adoption of strategic initiatives and ensure consistent execution worldwide.
Analyze customer service performance data, customer feedback, and operational insights to identify opportunities for improvement and innovation.
Lead cross‑functional initiatives that improve service efficiency, responsiveness, and end‑to‑end customer experience.
Support digital enablement and transformation initiatives impacting customer service capabilities, tools, and analytics.
Develop business cases, roadmaps, and governance mechanisms to prioritize and track global service initiatives.
Mentor and influence stakeholders to foster a customer‑centric mindset across the organization.
Qualifications
Education
Bachelor’s degree required (Business, Supply Chain, Operations, or related field).
Master’s degree or MBA preferred.
Experience and Skills
Required:
Typically requires 8–10+ years of progressive experience in customer service, operations strategy, supply chain, or related business functions.
Demonstrated experience leading global or enterprise‑level strategic initiatives.
Strong analytical and problem‑solving skills with the ability to translate data into actionable insights.
Proven ability to influence and collaborate across regions, functions, and leadership levels.
Experience driving process standardization and continuous improvement in complex organizations.
Excellent communication and stakeholder management skills.
Preferred:
Experience in medical devices, healthcare, or regulated industries.
Exposure to customer service digital tools, analytics platforms, or CRM systems.
Experience supporting large‑scale transformation or operating model redesign initiatives.
Familiarity with global supply chain or order‑to‑cash processes.
Experience working in matrixed, global organizations.
Other:
Language: English required; additional languages preferred.
Travel: Up to 20% domestic and international travel.
Certifications: Lean, Six Sigma, or related certifications preferred.
#LI-Remote
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.
Required Skills:
Preferred Skills:
Client Management, Community Relations, Customer Centricity, Customer Experience Management, Customer Relationships, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Relationship Building, Stakeholder Engagement, Vendor Management
The anticipated base pay range for this position is :
$122,000.00 - $212,750.00Additional 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)).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
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