Director, US Customer Service
About The Position
DePuy Synthes is recruiting for a Director, US Customer Service. Johnson & Johnson announced plans to separate our Orthopedics business to establish a standalone orthopedics company, operating as DePuy Synthes. The process of the planned separation is anticipated to be completed within 18 to 24 months, subject to legal requirements, including consultation with works councils and other employee representative bodies, as may be required, regulatory approvals and other customary conditions and approvals. Should you accept this position, it is anticipated that, following conclusion of the transaction, you would be an employee of DePuy Synthes and your employment would be governed by DePuy Synthes employment processes, programs, policies, and benefit plans. In that case, details of any planned changes would be provided to you by DePuy Synthes at an appropriate time and subject to any necessary consultation processes. Job Overview The Director, US Customer Service is a senior leadership role responsible for setting the strategy and driving operational excellence across customer service operations supporting the U.S. DePuy Synthes business. This role plays a critical part in delivering a high‑quality customer experience, ensuring reliable order fulfillment, and strengthening partnerships with commercial, supply chain, and operations teams. The position offers the opportunity to lead large, multi‑site teams, modernize service capabilities, and directly impact customer satisfaction, revenue enablement, and brand reputation.
Requirements
- Bachelor’s degree required (Business, Supply Chain, Operations Management, or related field).
- Minimum of 10 years of progressive experience in customer service, operations, supply chain, or related functions, with significant people leadership responsibility.
- Proven experience leading large, multi‑level teams in a complex, matrixed organization.
- Demonstrated ability to develop and execute operational strategies aligned to business objectives.
- Strong analytical and problem‑solving skills, with experience using performance metrics to drive improvements.
- Excellent communication and stakeholder management skills, with the ability to influence at senior levels.
Nice To Haves
- Master’s degree or MBA preferred.
- Experience in medical devices, healthcare, life sciences, or other regulated industries.
- Experience leading customer service transformation initiatives, including process redesign or digital enablement.
- Strong understanding of order‑to‑cash processes and customer experience best practices.
- Demonstrated success managing change in fast‑paced or evolving business environments.
- Lean, Six Sigma, or similar continuous improvement certification preferred.
Responsibilities
- Lead and execute the U.S. Customer Service strategy, aligning service operations with business priorities, growth objectives, and customer expectations.
- Provide direct leadership to managers and senior leaders, fostering a culture of accountability, engagement, and continuous improvement.
- Oversee end‑to‑end customer service operations, including order management, issue resolution, returns, and service performance management.
- Establish and monitor key performance indicators (KPIs) to drive service excellence, productivity, quality, and customer satisfaction.
- Partner cross‑functionally with Commercial, Supply Chain, Quality, Finance, and IT teams to ensure seamless customer experiences and operational alignment.
- Lead continuous improvement initiatives to simplify processes, enhance service reliability, and leverage technology and automation where appropriate.
- Ensure compliance with company policies, quality standards, and applicable regulatory requirements across all customer service activities.
- Manage operating budgets, resource planning, and vendor relationships to deliver efficient, cost‑effective service operations.
Benefits
- Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
- This position is eligible to participate in the Company’s long-term incentive program.
- 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
- For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits
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What This Job Offers
Job Type
Full-time
Career Level
Director
