Sr. Manager, Global Customer Service Strategy (Orthopaedics)

Johnson & Johnson • New Brunswick, MA

4d • Hybrid

About The Position

Johnson & Johnson is recruiting for a(n) Sr. Manager, Global Customer Service Strategy, located in Raynham, MA. Other possible locations include: New Brunswick, NJ, or West Chester, PA. Remote work options may be considered on a case-by-case basis and if approved by the Company. 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. About Orthopaedics Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments. Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery. Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Requirements

• Bachelor’s degree required (Business, Supply Chain, Operations, or related field).
• Typically requires 8–10+ years of progressive experience in customer service, operations strategy, supply chain, or related business functions.
• Demonstrated experience leading global or enterprise ‑ level strategic initiatives.
• Strong analytical and problem ‑ solving skills with the ability to translate data into actionable insights.
• Proven ability to influence and collaborate across regions, functions, and leadership levels.
• Experience driving process standardization and continuous improvement in complex organizations.
• Excellent communication and stakeholder management skills.
• English required; additional languages preferred.

Nice To Haves

• Master’s degree or MBA preferred.
• Experience in medical devices, healthcare, or regulated industries.
• Exposure to customer service digital tools, analytics platforms, or CRM systems.
• Experience supporting large ‑ scale transformation or operating model redesign initiatives.
• Familiarity with global supply chain or order ‑ to ‑ cash processes.
• Experience working in matrixed, global organizations.
• Lean, Six Sigma, or related certifications preferred.

Responsibilities

• Lead the development and execution of global customer service strategy aligned with DePuy Synthes business objectives and customer experience goals.
• Define and standardize global customer service processes, operating models, and performance metrics across regions.
• Partner with regional and functional leaders to drive adoption of strategic initiatives and ensure consistent execution worldwide.
• Analyze customer service performance data, customer feedback, and operational insights to identify opportunities for improvement and innovation.
• Lead cross ‑ functional initiatives that improve service efficiency, responsiveness, and end ‑ to ‑ end customer experience.
• Support digital enablement and transformation initiatives impacting customer service capabilities, tools, and analytics.
• Develop business cases, roadmaps, and governance mechanisms to prioritize and track global service initiatives.
• Mentor and influence stakeholders to foster a customer ‑ centric mindset across the organization.

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
• 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