Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, West Chester, Pennsylvania, United States of America

Job Description:

DePuy Synthes is recruiting for a Manager, CS Excellence & GS Oversight.

This Hybrid position will be located in Raynham, MA (USA). Alternate Hybrid locations maybe considered at Raritan, NJ (USA); West Chester, PA (USA); Palm Beach Gardens, FL (USA).

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.

Job Overview

The Manager, CS Excellence & GS Oversight is responsible for driving customer service (CS) performance excellence while providing governance and oversight across global services (GS) operations. This role plays a critical part in elevating the customer experience, ensuring consistent service delivery, and strengthening operational controls. The Manager partners closely with regional and global stakeholders to define standards, monitor performance, and lead continuous improvement initiatives that support DePuy Synthes' commercial and customer commitments.

Key Responsibilities

• Lead customer service excellence initiatives to improve service quality, consistency, and customer satisfaction.
• Provide oversight and governance for global services operations, ensuring alignment with defined standards, policies, and performance expectations.
• Define, monitor, and analyze key customer service and operational performance metrics to identify risks and improvement opportunities.
• Partner with regional CS leaders, GS teams, and cross-functional stakeholders to drive issue resolution and prevent recurrence.
• Support the design, implementation, and optimization of customer service processes, tools, and controls.
• Lead continuous improvement initiatives that enhance efficiency, compliance, and customer experience.
• Ensure adherence to internal controls, audit requirements, and regulatory or policy obligations.
• Prepare and deliver insights, reporting, and recommendations to senior leadership.
• Foster a culture of accountability, collaboration, and customer focus aligned with Johnson & Johnson's Credo.

Qualifications

Education

• Required: Bachelor's degree in Business, Operations, Supply Chain, Finance, or a related field.
• Preferred: Master's degree (MBA or equivalent).

Experience and Skills

Required:

• 6-8 years of progressive experience in customer service operations, global services, commercial operations, or related functions.
• Prior experience leading teams, programs, or large cross-functional initiatives.
• Demonstrated ability to drive service excellence, standardization, and performance improvement.
• Strong analytical skills with experience using metrics and insights to inform decisions.

Preferred:

• Experience in a regulated industry such as medical devices, healthcare, or life sciences.
• Familiarity with global service delivery models or shared services environments.
• Experience with CRM, ERP, or customer service performance management tools.
• Experience leading operational excellence or continuous improvement initiatives.
• Knowledge of Lean, Six Sigma, or similar methodologies.
• Proven ability to influence and collaborate across a matrixed, global organization.
• Excellent written, verbal, and presentation communication skills.

Other

• Language: English (required).
• Travel: Up to 40%, primarily domestic with limited international travel.

• Certifications: Lean, Six Sigma, or customer experience/operations certifications (preferred).

#LI-Hybrid

#DepuySynthesCareers

Required Skills:

Preferred Skills:
Consulting, Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Emotional Intelligence, Fact-Based Decision Making, Performance Measurement, Process Improvements, Process Optimization, Quality Services, Technical Credibility, Technical Support

The anticipated base pay range for this position is :
$102,000.00 - $177,100.00

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)).

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