Senior Manager, Customer Service, Global Customer Solutions, MedTech Supply Chain

Johnson & Johnson Innovative Medicine•Raritan, NJ

17h•$122,000 - $212,750•Onsite

About The Position

Johnson & Johnson MedTech – Supply Chain is recruiting for a Senior Manager, Customer Service, Global Customer Solutions, located in the United States. This role is for an operationally focused, people-first leader to own a high-performing regional Customer Service organization. The individual will own day-to-day service delivery, drive continuous improvement and process excellence, and lead a multi-tiered team to deliver consistent, high-quality customer experiences across products and channels. This role is both hands-on and strategic — balancing metrics and coaching to keep operations smooth while supporting broader regional and enterprise initiatives.

Requirements

Bachelor’s degree required
Minimum 8 years of relevant business experience, with at least ~5 years in a Supply Chain or related customer operations environment.
Minimum 2 years of people management experience; experience managing distributed or remote teams preferred.
Strong operational leadership with a track record of meeting service, quality and cost targets in complex contact centers or customer operations.
Demonstrated experience in continuous improvement/Lean methodologies and driving measurable process improvements.
Excellent communication and partner management skills; comfortable interacting with commercial leaders and cross-functional partners.
Solid analytical skills and comfort with metrics, reporting and basic data analysis tools (MS Excel, PowerPoint).
English required

Nice To Haves

Advanced degree (MA/MS/MBA) preferred.
Experience in healthcare, life sciences or regulated environments.
Familiarity with contact center platforms, CRM systems and EDI/API customer channels.
Certifications in Lean, Six Sigma, or similar process excellence frameworks.
Prior experience leading site-level transformations and multi-site collaboration.

Responsibilities

Optimize interaction and transaction efficiency and service quality-- standardize and optimize processes, reduce manual touchpoints, and raise customer experience through operational excellence.
Process & compliance -- ensure consistent application of policies and controls (including SOX/compliance where relevant); lead functional governance and operational continuity planning.
People leadership -- recruit, develop and supervise a team who in turn manage front-line associates; drive performance conversations, career development and retention.
Project management & continuous improvement -- lead local and cross-site strategic projects (technology rollouts, supply chain initiatives, process harmonization) and apply continuous improvement/PE methods to tackle problems.
Customer & commercial partnership: on behalf of Customer Service, act as primary representative for Commercial and Supply Chain partners; provide input on VOC, site metrics and customer issues; support strategic customer engagements as needed.
Metrics & reporting: own functional performance metrics and provide regular reporting and insights to regional leadership; use data to prioritize improvements and demonstrate impact.
Technology & deployment enablement: support deployment and adoption of systems (portal, order channels, CRM) and ensure site readiness for new capabilities.

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