Manager, CS Excellence & GS Oversight

Johnson & Johnson Innovative Medicine • West Chester, PA

2d • Hybrid

About The Position

DePuy Synthes is recruiting for a Manager, CS Excellence & GS Oversight. This Hybrid position will be located in Raynham, MA (USA). Alternate Hybrid locations maybe considered at Raritan, NJ (USA); West Chester, PA (USA); Palm Beach Gardens, FL (USA). 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 Manager, CS Excellence & GS Oversight is responsible for driving customer service (CS) performance excellence while providing governance and oversight across global services (GS) operations. This role plays a critical part in elevating the customer experience, ensuring consistent service delivery, and strengthening operational controls. The Manager partners closely with regional and global stakeholders to define standards, monitor performance, and lead continuous improvement initiatives that support DePuy Synthes’ commercial and customer commitments.

Requirements

• Bachelor’s degree in Business, Operations, Supply Chain, Finance, or a related field.
• 6–8 years of progressive experience in customer service operations, global services, commercial operations, or related functions.
• Prior experience leading teams, programs, or large cross‑functional initiatives.
• Demonstrated ability to drive service excellence, standardization, and performance improvement.
• Strong analytical skills with experience using metrics and insights to inform decisions.
• English (required).

Nice To Haves

• Master’s degree (MBA or equivalent).
• Experience in a regulated industry such as medical devices, healthcare, or life sciences.
• Familiarity with global service delivery models or shared services environments.
• Experience with CRM, ERP, or customer service performance management tools.
• Experience leading operational excellence or continuous improvement initiatives.
• Knowledge of Lean, Six Sigma, or similar methodologies.
• Proven ability to influence and collaborate across a matrixed, global organization.
• Excellent written, verbal, and presentation communication skills.
• Lean, Six Sigma, or customer experience/operations certifications (preferred).

Responsibilities

• Lead customer service excellence initiatives to improve service quality, consistency, and customer satisfaction.
• Provide oversight and governance for global services operations, ensuring alignment with defined standards, policies, and performance expectations.
• Define, monitor, and analyze key customer service and operational performance metrics to identify risks and improvement opportunities.
• Partner with regional CS leaders, GS teams, and cross‑functional stakeholders to drive issue resolution and prevent recurrence.
• Support the design, implementation, and optimization of customer service processes, tools, and controls.
• Lead continuous improvement initiatives that enhance efficiency, compliance, and customer experience.
• Ensure adherence to internal controls, audit requirements, and regulatory or policy obligations.
• Prepare and deliver insights, reporting, and recommendations to senior leadership.
• Foster a culture of accountability, collaboration, and customer focus aligned with Johnson & Johnson’s Credo.

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
• 10 days Volunteer Leave – 32 hours per calendar year
• Military Spouse Time-Off – 80 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Manager