Manager, TPO Customer Service

Johnson & Johnson Innovative Medicine • New Brunswick, NJ

1d • Hybrid

About The Position

This role serves as the technology product owner for customer service platforms and capabilities supporting DePuy Synthes’ commercial organization, and reports into the DePuy Synthes Technology organization. The Manager, TPO Customer Service partners closely with Customer Service, Commercial, and IT stakeholders to define, deliver, and continuously improve digital customer solutions that enhance the customer experience, enable efficient operations, and support business growth. This is an exciting opportunity to own the end‑to‑end product vision for customer service technology in a global orthopedic organization, translating business needs into scalable, compliant, and user‑centered technology solutions while driving measurable value across the commercial landscape.

Requirements

• Bachelor’s degree required (Information Systems, Computer Science, Business, Engineering, or related field).
• 6-8 years of relevant work experience, including experience in technology product ownership, IT delivery, or commercial technology solutions aligned to customer management or customer service functions.
• Demonstrated experience owning and managing technology products or platforms in a complex, cross‑functional environment.
• Strong ability to translate business requirements into clear, actionable product features and priorities.
• Experience partnering with business stakeholders, IT teams, and external vendors.
• Working knowledge of customer service operations, service & repair, CRM, contact center technologies, and/or commercial digital solutions.
• Strong analytical, problem‑solving, and communication skills.
• English required.

Nice To Haves

• Master’s degree or MBA preferred.
• Experience supporting commercial or customer-facing functions within a regulated industry (e.g., medical devices, healthcare, life sciences).
• Familiarity with Agile or product‑centric delivery models.
• Experience leading global or multi‑regional technology initiatives.
• Demonstrated success driving digital transformation or customer experience improvements through technology.
• Product Owner, Agile, or similar certifications preferred, but not required.

Responsibilities

• Own the product vision, roadmap, and backlog for customer service technology solutions, ensuring alignment with commercial strategy and customer management objectives.
• Partner with Customer Service, Commercial, and Operations leaders to translate business needs into clear functional and technical requirements.
• Lead prioritization of features and enhancements to maximize business value, customer experience, and operational efficiency.
• Collaborate with IT delivery teams, vendors, and platform owners to deliver high‑quality, scalable, and compliant solutions on time and within scope.
• Oversee continuous improvement initiatives, including performance monitoring, trend analysis, and adoption metrics to optimize customer service platforms.
• Ensure solutions adhere to Johnson & Johnson Credo values, data privacy, information security, and regulatory requirements.
• Act as the primary point of accountability for leadership and stakeholder communication, change management, and release readiness related to customer service technology.
• 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

• 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

What This Job Offers

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