Sr. Director, Quality Customer Experience Engineering

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 https://www.jnj.com

Job Function:

Supply Chain Engineering

Job Sub Function:

Quality Engineering

Job Category:

People Leader

All Job Posting Locations:

Bridgewater, New Jersey, United States of America, Irvine, California, United States of America, Jacksonville, Florida, United States of America, Palm Beach Gardens, Florida, United States of America, Raritan, New Jersey, United States of America, Raynham, Massachusetts, United States of America, Santa Clara, California, United States of America, US163 TX Irving - 3041 Skyway Circle N, West Chester, Pennsylvania, United States of America

Job Description:

Johnson & Johnson is recruiting for a Senior Director, Quality Experience Engineering to support the journey of delivering the next generation of medtech solutions. The role can be in any of US medtech manufacturing or R&D site on a Hybrid schedule.

• Raynham, MA
• Raritan, NJ
• Bridgewater, NJ
• West Chester, PA
• Jacksonville, FL
• Irving, TX
• Irvine, CA
• Santa Clara, CA
• Palm Beach Gardens, FL

Position Overview:

As a key leader within the organization, you will be responsible for developing and executing strategies to enhance customer experience through innovative quality engineering solutions and continuous improvement initiatives. This role demands a strategic approach to quality that integrates customer satisfaction metrics, fosters cross-functional collaboration, and champions industry best practices to ensure product excellence and operational efficiency. The role leads and/or co-lead strategic programs in Med Tech and has strong collaboration and partnership with IM.

Core Responsibilities:

• Drive initiatives to embed customer insights into the product design and manufacturing processes. Develop robust systems for capturing, analyzing, and acting upon customer feedback, complaints, and quality data to improve overall customer satisfaction.
• Partners with R&D, Manufacturing, Regulatory, Supply Chain, Marketing, and Customer Support teams to identify and champion quality initiatives that enhance the end-to-end customer experience. Facilitate seamless communication and resolution of cross-functional issues impacting quality and customer experience.
• Lead strategic improvement projects utilizing methodologies such as Lean, Six Sigma, Root Cause Analysis, and Design of Experiments. Focus on reducing defects, cycle times, and non-conformance, while improving product reliability and service delivery.
• Harness advanced analytics, real-time monitoring systems, and digital tools to proactively identify trends, predict issues, and implement preventative measures. Analyze KPIs related to customer complaints, product quality, and service delivery metrics.
• Oversee mechanisms for capturing customer feedback and complaints, ensuring rapid resolution, root cause investigation, and corrective/preventive actions. Use insights to inform product design modifications and process improvements.
• Build, develop, and mentor a high-performing team of Quality Engineers and specialists. Promote a culture of accountability, continuous learning, and innovation focused on customer-centric quality.
• Ensure all quality activities comply with regulatory standards (e.g., FDA, ISO) and internal policies, especially in areas impacting customer safety, satisfaction, and compliance.
• Advocate for the adoption of emerging technologies such as automation, AI, and digital analytics to revolutionize quality processes and improve customer experience. Lead technology development projects to design or improve defect detection and/or defect generation in manufacturing processes.

Qualifications:

• Bachelor’s degree in engineering, or a related field; master’s degree (MBA, MS) preferred
• 12+ years of professional experience in Quality, Engineering or R&D with significant leadership experience in a regulated industry (medical device, pharmaceuticals, or similar)
• 5+ years of experience in R&D or Engineering
• 5+ years of people management experience