Director, Customer Solution Productivity, Global Customer Solutions, MedTech Supply Chain
About The Position
At Johnson & Johnson MedTech – Supply Chain, we are seeking a results-obsessed global productivity leader to turn complexity into efficiency at scale. As a Director of Customer Solution Productivity, this role will own and drive the productivity and quality agenda for Global Customer Solutions to improve the customer experience. This leader will work at the intersection of operations, technology, and analytics, partnering across regions and IT to achieve benchmark capabilities in workforce management, quality, compliance, training, and coaching. This leader will partner with Regional Operations leaders to adapt global standards to local realities, build strong teams across borders, and ensure operational excellence through transformational change.
Requirements
- Minimum Bachelor's degree and/or equivalent University degree required; Advanced degree preferred.
- Minimum 8–10 years of relevant professional experience
- Experience in productivity improvement, operational efficiency, or automation program management
- People management experience
- Strong analytics skills with experience tracking KPIs and measuring initiative ROI
- Familiarity with process improvement methodologies (Lean, Six Sigma, or equivalent)
- English required.
Nice To Haves
- Hands-on experience with RPA tools (e.g., UiPath, Automation Anywhere) or AI-enabled service platforms
- Background in MedTech, healthcare, or large-scale global operations
- Experience with offshoring or BPO vendor management
- Proficiency with Power BI, Tableau, or similar analytics platforms
Responsibilities
- Lead end-to-end customer service productivity globally- workforce management, quality, compliance, training, coaching to ensure a consistently high-quality and improved customer experience.
- Own and manage the productivity program portfolio — prioritize initiatives, track delivery, and ensure benefit realization across the organization.
- Design and implement workforce models including offshoring and skill-mix optimization to reduce cost without compromising quality.
- Build and maintain productivity dashboards tracking cost per transaction, automation rates, AHT, and FTE productivity.
- Identify and eliminate process waste; document simplified SOPs aligned to the global Customer Solutions playbook.
- Lead and develop a team of productivity analysts and program managers.
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
