Director, Customer Collaboration Excellence, Global Customer Solutions, MedTech Supply Chain
About The Position
At Johnson & Johnson MedTech – Supply Chain, we are seeking a Director, Customer Collaboration Excellence to join our Center of Excellence. This role is crucial in setting the standard for customer engagement through best-in-class supply chain collaboration solutions across all regions and channels. The ideal candidate will be responsible for defining playbooks, training programs, and quality frameworks to make customer collaboration a consistent practice. This leadership position involves defining methodologies, implementing repeatable systems, and measuring their impact. Johnson & Johnson is committed to inclusive hiring and providing reasonable accommodations for all applicants.
Requirements
- Minimum Bachelor's degree and/or equivalent University degree required; Advanced degree preferred.
- Minimum 8–10 years of relevant professional experience.
- Experience in standards development, quality assurance, or capability-building functions.
- People management experience.
- Strong cross-functional stakeholder engagement skills.
- Continuous improvement mindset with a track record of driving measurable quality outcomes.
- English required.
Nice To Haves
- Experience building or running a Center of Excellence or similar global standards function.
- Background in MedTech, healthcare, or complex multi-regional customer service operations.
- Experience in MedTech Supply Chain and Commercial roles.
- Familiarity with CRM platforms (e.g., Salesforce, SAP) and knowledge management systems.
- Experience with NPS/CSAT program design and voice-of-customer analytics.
Responsibilities
- Implement Customer Collaboration Playbook: Own end-to-end program coordination, partner with regional teams, track progress, remove blockers, and implement stage-gate rigor to ensure initiatives and standards are delivered on time and on budget.
- Own and continuously improve the global customer collaboration playbook, including standard operating procedures, quality frameworks, and standard methodologies.
- Design and deliver training programs, certification pathways, and knowledge management systems to build consistent capability globally.
- Lead communications and change enablement: develop executive communications, commercial/supply chain/customer briefings, and operationalize change plans to drive adoption and business value.
- Run COE operating cadence: manage toolkits, communities of practice, certifications, and compliance audits.
- Design and develop performance analytics: maintain executive dashboards (portfolio health, benefits realization, critical metric variance) and surface actionable insights related to Customer Collaboration.
- Capture voice of customer (surveys, NPS, VOC) and translate insights into commercial-facing narratives and action plans.
Benefits
- Consolidated retirement plan (pension)
- Savings plan (401(k))
- Long-term incentive program
- Vacation –120 hours per calendar year
- Sick time - 40 hours per calendar year (varies by state)
- 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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What This Job Offers
Job Type
Full-time
Career Level
Director
