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

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world.  We provide an inclusive work environment where each person is considered as an individual.  At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

People Leader

All Job Posting Locations:

Raritan, New Jersey, United States of America

Job Description:

Johnson & Johnson MedTech – Supply Chain is recruiting for a Senior Manager, Customer Service, Global Customer Solutions, located in the United States.

About MedTech:

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, and more personalized treatments. Your work will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Overview:

We’re looking for an operationally focused, people‑first leader to own a high‑performing regional Customer Service organization. You’ll 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.

Key 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.

Qualifications:

Education:

• Bachelor’s degree required; advanced degree (MA/MS/MBA) preferred.

Experience and skills:

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).

Preferred: