Director, Customer Delivery, Polyphonic

Johnson & Johnson Innovative Medicine•Santa Clara, CA

1d•Hybrid

About The Position

Johnson & Johnson's Family of Companies is recruiting for a Director, Customer Delivery, Polyphonic, within our Robotics & Digital Solutions organization. The preferred location for this position is Santa Clara, CA. Remote work may be considered on a case-by-case basis within the United States. A preferred candidate has been identified for consideration, however all applications will be considered. 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 surgery? Ready to join a team that’s reimagining how we heal? Our Surgery team will give you the chance to deliver surgical technologies and solutions to surgeons and healthcare professionals around the world. Your contributions will help effectively treat some of the world’s most prevalent conditions such as obesity, cardiovascular disease and cancer. Patients are waiting. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech. We are seeking a Director, Customer Delivery to lead the end-to-end deployment and support model across our digital surgery portfolio. This leader will own implementation, connectivity, technical support, and post-go-live stabilization, ensuring customers are deployed reliably, efficiently, and at scale. The role requires strong operating judgment, customer-facing leadership, and execution discipline. The Director will build a repeatable delivery system across hospital environments, drive field readiness, reduce execution variability, and ensure the function scales through clear ownership, standard work, and performance management.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Biomedical Engineering, or related field
10+ years leading implementation, service delivery, technical operations, or customer deployment in a healthcare, MedTech, digital health, or complex enterprise technology environment
Strong track record building scalable delivery models across multiple customers, sites, or regions
Experience leading cross-functional execution across customer-facing, technical, and operational teams
Strong executive communication and ability to operate in ambiguity while creating structure
Experience in hospital IT, connected systems, clinical workflows, or regulated deployment environments preferred
Demonstrated ability to build standard work, operating cadence, and performance discipline at scale
Customer-facing and execution-oriented
Structured, calm, and decisive under pressure
Strong operator, not just a problem solver
Comfortable driving accountability across complex cross-functional environments
Able to translate scale ambitions into practical delivery mechanisms

Nice To Haves

Consulting
Critical Thinking
Cross-Functional Collaboration
Customer Acquisition Strategy
Customer Centricity
Customer Journey Mapping
Customer Relationship Management (CRM)
Customer Retentions
Customer Success Management (CSM)
Fact-Based Decision Making
Mentorship
Performance Measurement
Relationship Building
Sales Enablement
Sales Support
Tactical Planning
Technical Credibility

Responsibilities

Own the end-to-end delivery model
Lead the execution of site readiness, implementation, connectivity, technical support, and stabilization
Establish clear ownership, stage gates, and handoffs across the delivery lifecycle
Ensure reliable and repeatable deployment performance across customers and regions
Build a scalable delivery operating system
Develop delivery playbooks, field standards, escalation paths, and management routines
Drive consistent execution through standard work, governance, and performance discipline
Reduce variability in go-live readiness, implementation cycle time, and issue resolution
Lead customer-facing delivery execution
Serve as the senior leader accountable for frontline delivery performance
Partner directly with hospital stakeholders, internal teams, and field resources to resolve execution barriers
Ensure the delivery model is credible, disciplined, and trusted by customers and internal partners
Integrate implementation, connectivity, and support
Build one coherent delivery system across implementation, connectivity, and support
Ensure technical and operational issues are surfaced early and managed with speed and clarity
Strengthen post-go-live stabilization and reduce avoidable escalations
Partner cross-functionally to enable scale
Work closely with Customer Experience, Strategic Programs, Product, Engineering, Commercial, Service, and IT partners
Provide field-informed input into product readiness, support requirements, and operational improvements
Drive alignment between customer commitments and delivery capacity
Build talent and performance
Lead and develop a high-performing delivery organization
Clarify roles, expectations, and performance measures across the function
Build a team capable of scaling globally without relying on heroics