Director, Customer Solutions

Johnson & Johnson Innovative Medicine•Warsaw, IN

1d•Hybrid

About The Position

The Director, Customer Solutions provides strategic leadership for commercial technology solutions that enable customer engagement, sales execution, and service excellence across DePuy Synthes and reports into the DePuy Synthes Technology organization. This role partners closely with Commercial, Sales, Marketing, Customer Experience, and IT leaders to design, deliver, and optimize digital solutions that improve customer outcomes and drive business performance. The role has a meaningful impact on how customers interact with DePuy Synthes by enabling scalable, reliable, and data‑driven customer solutions that support growth and operational efficiency.

Requirements

Bachelor’s degree required, preferably in Information Systems, Business, Marketing, Engineering, or a related field.
10–12 years of progressive experience in commercial technology, enterprise applications, or customer solutions, including senior leadership responsibility.
Demonstrated experience leading customer‑facing or commercial platforms within a complex, matrixed organization.
Proven people‑leadership experience, including developing leaders and managing cross‑functional teams.
Strong understanding of commercial processes, customer engagement models, and digital enablement.
Experience managing large budgets, vendors, and multi‑year technology roadmaps.
English required.

Nice To Haves

Master’s degree (MBA or equivalent) preferred.
Experience supporting sales, marketing, CRM, or customer engagement platforms.
Experience leading digital transformation or large‑scale commercial technology implementations.
Familiarity with global commercial operations and regional customer requirements.
Experience working in regulated or highly controlled environments.
Strong analytical and data‑driven decision‑making capabilities.
Excellent communication and stakeholder‑influencing skills at the executive level.
CRM, digital, or project management certifications (e.g., PMP, Agile) preferred.

Responsibilities

Lead the strategy, roadmap, and execution of customer‑facing and commercial technology solutions that support sales, marketing, and customer experience capabilities.
Partner with Commercial, Sales Operations, Marketing, and Customer Experience stakeholders to translate business needs into scalable technology solutions.
Oversee the full lifecycle of customer solutions, including design, implementation, integration, enhancement, and ongoing support.
Ensure technology solutions are reliable, secure, compliant, and aligned with enterprise architecture and governance standards.
Lead and develop high‑performing teams, fostering a culture of accountability, innovation, and continuous improvement.
Manage relationships with external vendors and system integrators, including budget oversight and performance management.
Drive standardization and optimization of commercial processes enabled by technology to improve customer and field effectiveness.
Provide executive‑level visibility into platform performance, risks, and opportunities through data‑driven insights and reporting.
Lead the application of AI, advanced analytics, and automation to modernize commercial platforms, enhancing customer engagement, pricing and revenue optimization, and data‑driven decision‑making while driving scalable and compliant commercial execution across sales, marketing, and customer operations.

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 (or 48/56 hours depending on 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