Director, Customer Collaboration (Indirect), Global Customer Solutions, MedTech Supply Chain
About The Position
Johnson & Johnson MedTech – Supply Chain is recruiting for a Director, Customer Collaboration Indirect, located in United States. 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. Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Your unique talents will help patients on their journey to wellness. We’re looking for an operationally strong, relationship-driven leader to help our distributor and indirect partners across the Americas have a smooth, reliable service experience. As Director, Customer Collaboration Indirect, you’ll own the end-to-end indirect customer service model—leading order management, returns, claims, and dispute resolution; driving continuous improvement and digital/automation adoption; and partnering closely with Commercial and Supply Chain to resolve critical issues and improve go-to-market performance. A core part of the role is translating Business Unit go-to-market models and upstream Plan/Source/Make considerations into clear Global Customer Solutions/Deliver policies, processes, and system requirements, aligned to global Center of Excellence standards.
Requirements
- Minimum Bachelor's degree and/or equivalent University degree required
- 8–10 years of relevant experience in customer service operations, order management, and/or indirect (distributor) channel management.
- Demonstrated people leadership experience, with a track record of coaching and developing teams.
- Strong process improvement and cross-functional partnering skills to solve problems and drive better outcomes.
- Analytical, metrics-driven approach—comfortable using performance data to prioritize work and make decisions.
- Proven ability to translate BU go-to-market models and upstream Plan/Source/Make considerations into executable Global Customer Solutions/Deliver policies, processes, and system requirements.
- English required.
Nice To Haves
- Advanced degree preferred.
- Experience in MedTech, healthcare, or life sciences supply chain environments.
- Prior experience working with distributor partners or indirect channel commercial models.
Responsibilities
- Own the end-to-end indirect order management and service experience across the Americas, ensuring seamless fulfillment and timely issue resolution.
- Lead indirect channel customer service operations (orders, returns, claims, and disputes), with clear ownership of service performance and partner outcomes.
- Build strong working relationships with distributor partners and internal team members, serving as a trusted point of escalation and collaboration.
- Partner closely with Commercial and Supply Chain to resolve critical issues, remove recurring barriers, and strengthen go-to-market performance.
- Drive continuous improvement and adoption of digital and automation solutions across the indirect channel, aligned to Center of Excellence standards and playbooks.
- Translate Business Unit go-to-market models and Plan/Source/Make considerations into executable Deliver policies, processes, and system requirements within Global Customer Solutions.
- Prioritize and manage a portfolio of commercial initiatives impacting Global Customer Solutions, translating customer needs into requirements, tracking benefits, and reporting impact to regional leadership.
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 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
