Sr. Mgr., Service Operational Excellence

Johnson & Johnson Innovative Medicine•Santa Clara, CA

About The Position

Johnson & Johnson MedTech is recruiting for a Sr. Mgr., Service Operational Excellence leader to lead global, cross-functional programs that design, launch, scale, and continuously improve service solutions supporting the OTTAVA™ robotic platform. This role will initially focus on service solution implementation and global deployment readiness and will transition to a sustained emphasis on productivity, efficiency, and process excellence across the service organization. The successful candidate will apply project management discipline and Lean Six Sigma and/or process improvement methods to deliver measurable improvements in customer experience, operational performance, and business savings.

Requirements

Bachelor’s degree in Engineering, Business, Operations, or a related discipline/experience.
5–8+ years of project/program management experience leading cross-functional initiatives; experience in service, operations, MedTech, robotics, or complex capital equipment environments strongly preferred.
Proven ability to deliver productivity and efficiency initiatives with quantified outcomes
Strong analytical capability including KPI definition, dashboarding, and benefits realization tracking in partnership with Finance.
Proficiency with project and collaboration tools (e.g., MS Project and/or Smartsheet; MS Office).
Excellent communication skills with the ability to influence across levels and geographies in a matrixed environment.
Ability to travel up to 30%, including international travel.

Nice To Haves

Lean Six Sigma certification and/or process improvement experience with demonstrated application to deliver measurable improvements.
Experience with connected services, remote monitoring, predictive analytics, and data-driven service models.
Experience with service platforms and enterprise systems (e.g., Salesforce Service/Field Service, ServiceMax, SAP) and BI tools (e.g., Power BI, Tableau).

Responsibilities

Lead end-to-end project management for global service solution initiatives supporting the OTTAVA™ platform from concept through sustainment.
Develop and maintain project charters, scope, schedules, and integrated delivery plans.
Establish and run governance (cadence, steering reviews, decision logs), communications and change management.
Drive transparent executive communications and ensure alignment across a highly matrixed global organization.
Partner with Service Engineering, Digital/Connected Services, Field Service, Customer Operations, Commercial, Quality/Regulatory, Technical Training and Supply Chain to define service requirements and deliverables.
Translate VOC (customers, field, commercial) into scalable service solution requirements.
Lead global operational readiness planning.
Coordinate global rollout and regional enablement across NA, EMEA, APAC, and LATAM while accommodating regional regulatory and operational needs.
Support corrective and preventive actions for performance KPIs (e.g., SLA attainment, uptime, MTTR, first-time fix, CSAT/NPS, cost per case/install) and ensure consistent measurement and reporting.
Lead Lean/Six Sigma and/or process excellence/improvement initiatives across global service operations (field service, technical support, training, and service operations).
Work with finance to identify, quantify, and prioritize productivity and cost optimization opportunities.
Facilitate Kaizen events, standard work development, visual management, and structured problem-solving workshops.
Apply root cause analysis tools (5 Whys, Fishbone, Pareto), and process improvement methods to reduce variation and improve quality and speed.
Partner with Finance to validate savings (hard/soft), track benefits realization, and ensure sustainability through controls, SOPs, and KPI management.
Coach and influence service teams to embed continuous improvement behaviors and build local capability for ongoing problem solving.
Drive adoption of enabling technologies and automation (where applicable) to improve cycle time, utilization, and customer experience.

Benefits

Subject to the terms of their respective plans, employees and/or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 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
Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours