Customer Operations & Execution Manager- Digital, Robotics, and Enabling Technologies

Johnson & Johnson-posted 1 day ago

$102,000 - $177,100/Yr

Full-time • Manager

Raynham, MA

5,001-10,000 employees

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The Digital, Robotics, and Enabling Technologies Customer Operations & Execution Manager is a critical role responsible for leading a team that manages the entire DePuy Synthes Orthopaedics order journey—from order entry through deployment and revenue recognition—while driving customer satisfaction across our Digital, Robotics, and Enabling Technologies business. This leader will guide complex contract execution, coordinate logistics and product flows, and collaborate cross-functionally to ensure seamless operations throughout the year and during high-impact periods such as quarter-close and year-end. Beyond operational excellence, the role is pivotal in shaping and influencing how we execute and adapt to evolving market requirements, ensuring relevance and continued growth. By establishing a standardized, strategic approach and fostering strong relationships internally and externally, this position will enable process improvement, maintain data integrity, and support sustainable execution models that align with future business needs. Expertise in systems, product flows, and logistics coordination, combined with the ability to lead through change, will be essential for success in this dynamic and rapidly evolving landscape.

Coordination with internal teams (Sales, Marketing, Contract Management, Distribution, Transportation) to ensure smooth execution of customer contract orders, while proactively troubleshooting and resolving issues when orders do not go as planned to minimize delays and meet planned installation dates.
Management of invoicing and billing plan processing according to Go-to-Market model and contract requirements
Execute return order and supporting processes for asset retrieval
Logistics Coordination: Serve as the primary point of contact while leading the team to manage customer orders and collaborating with the distribution center leads, from multiple DCs, to ensure seamless complex order shipments, on time and in full.
Direct the coordination of transportation logistics with the Outbound Transportation Team, third-party transportation vendors, customers, sales, installation, and Service teams, etc.
Collaborate with the installation planning team for distribution and robotic installation.
Collaborate with commercial on forecast and escalation management / BCP activities
Team Leadership: Lead, mentor, and develop a team of professionals, promoting growth and skill enhancement.
Foster a positive team culture that encourages innovation, accountability, and collaboration
Conduct regular performance evaluations and provide constructive feedback to direct reports.
Ensure adherence to all policies and procedures, service level agreements with the supported franchises and the compliance of transactions processed for accurate reporting in accordance policies and procedures, SOX, SOD controls as well as Corporate Audit guidelines.
Utilize reports and data to monitor performance in relation to workload, scheduled adherence, handle time and other performance related metrics to ensure achievement of individual and department goals.
Process Optimization and Improvement: Identify areas for process improvement and implementing solutions to enhance efficiency and accuracy
Collaborate with cross-functional stakeholders to assess commercialization change requests, conduct area impact analyses, and provide constructive feedback
Oversees the development and maintenance of dashboards to track order processing efficiency
Ensure compliance with company policies, industry standards, and regulatory requirements.
Accountable for ensuring updates to business process documents as program needs and requirements evolve.
Provide key strategic insight and inputs for the development of Customer Service activities and strategies in support of Digital and Robotics launches undefined
Problem Solving & Strategic Thinking: Identify and partner with key stakeholders to support resolution of issues related to order processing and order discrepancies
Assist with troubleshooting and implementing corrective actions to prevent future issues
Effectively navigates complex timelines and shifting priorities through clear communication, realistic planning, and close collaboration with key supply chain stakeholders.
Partners with cross-functional teams to evaluate requests, balancing business priorities with operational capabilities to deliver practical, timely solutions
Applies critical thinking to evaluate resource availability and process constraints when reviewing strategies and contractual requirements.
Demonstrates confidence in making informed decisions—saying ‘yes’ or ‘no’ based on operational feasibility—and offers practical alternatives that meet business needs while maintaining alignment with organizational goals
End-to-End Support: Provide comprehensive support throughout the entire order journey, ensuring a seamless customer experience for both our internal and external customers
System and Product Flow Expertise: Utilize SAP/CRM knowledge to optimize product flow and system performance
Escalation and Communication: Develop efficient Deliver escalation processes and facilitate communication between cross functional teams and stakeholders
Strong collaboration skills and ability to influence without authority

Education: Bachelor's degree with preferred focus in Business, Supply Chain Management, Engineering, or related fields.
Experience: Minimum of 5 years in a leadership role related to logistics, supply chain, or contract management.
Strong business acumen proven track record in managing complex projects involving multiple stakeholders
Demonstrated advanced understanding of the End-to-End Supply Chain process
Technical & Communication Skills: Strong understanding of SAP/CRM systems and product and process flows preferred.
Excellent verbal and written communication skills for effective stakeholder interactions.
Strong presentation skills for conveying information clearly to diverse audiences.
Interpersonal Skills: Exceptional relationship-building capabilities to foster teamwork and collaboration.
Strong problem-solving skills and the ability to think critically under pressure.
Organization and Time Management: Ability to prioritize tasks, manage time efficiently, and oversee multiple projects simultaneously.
Customer-centric mindset
Builds professional relationships with customers and across functions and sites with internal and external partners and collaborates to achieve shared goals and meet timelines.

Preferred candidate will have an understanding of commercial processes or relevant experience in the Digital, Robotics, and Enabling Technologies landscape
Proven experience in leading organizational and team transformation initiatives, driving change management strategies that align processes, people, and technology to deliver sustainable improvements and business growth.

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.
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 period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year

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