Manager, First Call Resolution

Johnson & Johnson Innovative Medicine • West Chester, PA

1d • Hybrid

About The Position

The Manager, First Call Resolution is responsible for leading customer support operations with a focus on resolving customer inquiries accurately and efficiently on the first interaction. This role plays a key part in enhancing customer experience, improving operational efficiency, and ensuring alignment with DePuy Synthes service standards. The position leads and develops a team of customer service professionals while partnering cross‑functionally to address systemic issues and drive continuous improvement.

Requirements

• Bachelor’s degree in Business, Operations, Supply Chain, or a related field.
• 6–8 years of progressive experience in customer service, contact center operations, or order management roles.
• Prior people‑management experience, including performance management and employee development.
• Demonstrated experience improving first call resolution and customer satisfaction outcomes.
• 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 CRM, ERP, or order management systems.
• Experience supporting global or multi‑site customer service operations.
• Knowledge of continuous improvement methodologies (Lean, Six Sigma).
• Strong analytical skills with experience using service metrics to drive decisions.
• Ability to lead cross‑functional problem solving in a fast‑paced environment.
• Excellent written and verbal communication skills.
• Lean, Six Sigma, or customer service leadership certifications.

Responsibilities

• Lead, coach, and develop a team responsible for first call resolution of customer inquiries, orders, and service requests.
• Ensure customer issues are resolved accurately and efficiently in accordance with service level expectations and internal policies.
• Monitor and analyze performance metrics (e.g., first call resolution, response time, customer satisfaction) to identify trends and improvement opportunities.
• Partner with Supply Chain, Quality, Sales, and Commercial teams to resolve complex or recurring customer issues.
• Drive standardization and continuous improvement of customer service processes and workflows.
• Support implementation of systems, tools, and training initiatives that enhance service quality and efficiency.
• Ensure compliance with company policies, regulatory requirements, and customer service procedures.

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